# Operating Schedules

| Section | Detail |
|---|---|
| **Navigation** | `Admin → Routing → Operating Schedules` |
| **Alt Navigation** | `Menu → Orchestration → Routing → Operating Schedules` |
| **Required Permission** | `Routing > Schedule > Add, Edit, View, Delete` |
| **Module Context** | Part of **Routing & Architect** in Genesys Cloud |
| **Purpose** | Control when routing flows run based on date, time, or event |

> ✅ **Verified against Genesys Cloud Resource Center — March 2026**

---

## Overview

Operating schedules determine how Genesys Cloud manages routing for inbound and outbound interactions based on time and events. They are used to support business hours, after-hours support, holidays, recurring events, maintenance windows, and special situations.

Architect uses operating schedules to determine which flow to execute — for example, routing callers to a live queue during open hours and to voicemail during closed hours.

> ⚠️ **Naming note:** The official Genesys Cloud term is **Operating Schedules** (not just "Schedules"). This distinction matters in the UI navigation and exam contexts.

---

## Evaluation Order (Exam Critical)

When Genesys Cloud evaluates a schedule group, it checks conditions in this specific order:

```
Emergency (only if Emergency routing is activated)
        ↓
Holiday
        ↓
Closed
        ↓
Open
```

> ⚠️ **Emergency is not part of the base evaluation order.** It is a separate override that fires *first* only when Emergency routing has been actively turned on. The default hierarchy without Emergency active is: **Holiday → Closed → Open**.

> ⚠️ **Default fallback:** If no schedule in the group matches the current date/time, **Closed** is the default path in Architect's Evaluate Schedule Group action.

---

## Key Concepts

| Topic | Explanation |
|---|---|
| **Operating Schedule** | A time-based object defining when a particular routing condition is active |
| **Operating Schedule Group** | Groups multiple schedules into a single routing definition with Open, Closed, and Holiday categories |
| **Emergency Group** | A separate object that adds emergency override behavior — activates/deactivates independently |
| **Recurrence** | Schedules can be one-time or repeating (daily, weekly, monthly, yearly, or custom iCal rule) |
| **All Day** | Runs the schedule for the full duration of the selected date(s) — no start/end time needed |
| **Multi-Day Span** | Use the **"This occurrence spans multiple days"** checkbox to configure a schedule that runs across consecutive days |
| **Division** | Controls which administrators can manage the schedule — every schedule must belong to a division (default: Home) |
| **Copy Schedule** | Existing schedules can be copied to create modified versions quickly |
| **Usage Tracking** | You can view which schedule groups and call flows any schedule is associated with |

---

## Navigation

| Task | Steps |
|---|---|
| View Operating Schedules | `Admin → Routing → Operating Schedules` or `Menu → Orchestration → Routing → Operating Schedules` |
| Create a Schedule | Operating Schedules page → **Add Schedule** |
| View Schedule Groups | Operating Schedules page → **Schedule Groups tab** or `Menu → Orchestration → Routing → Operating Schedule Groups` |
| Copy a Schedule | Operating Schedules list → **More (⋮)** → **Copy** |
| View Schedule Usage | Operating Schedules list → click schedule name → view associated groups and flows |
| Use in Architect | `Architect → Open Flow → Add Evaluate Schedule Group action` |

---

## Configuration Fields

| Field | Description | Example |
|---|---|---|
| **Schedule Name** | Unique name identifying the schedule | `US_Support_BusinessHours` |
| **Division** | Administrative ownership — restricts which admins can manage it | Home |
| **Single Day / Multi-Day** | Single day sets one date; multi-day uses "This occurrence spans multiple days" checkbox | Multi-day |
| **From / To** | Start and end date/time for multi-day schedules | 2026-01-01 08:00 → 2026-12-31 18:00 |
| **All Day** | Runs for the full duration of selected date(s) — no time range needed | Disabled |
| **Recurrence** | How often the schedule repeats | Weekly |
| **iCal Rule** | Advanced recurrence rule for custom patterns | `FREQ=WEEKLY;BYDAY=MO,TU,WE,TH,FR` |

---

## Creating an Operating Schedule

1. Navigate to `Admin → Routing → Operating Schedules` or `Menu → Orchestration → Routing → Operating Schedules`
2. Click **Add Schedule**
3. Enter a **unique name** for the schedule
4. Select the **Division** (default: Home)
5. In the **"When does the schedule first occur and repeat?"** section:
   - For a single-day schedule: set the date and time
   - For a multi-day schedule: check **"This occurrence spans multiple days"** → set **From** and **To** dates/times
6. To run continuously all day, click **All Day**
7. Set recurrence in the **"How often does this schedule repeat?"** field
8. Configure recurrence details (days, end conditions, etc.)
9. Click **Save**

---

## Recurrence Types

| Type | Description | Example |
|---|---|---|
| **Does not repeat** | One-time event | `July_4_Closure` |
| **Daily** | Repeats every day or every N days | `After_Hours_Daily` |
| **Weekly** | Repeats on selected days each week | `Mon_Fri_BusinessHours` |
| **Monthly** | Repeats on a specific day each month | `First_Monday_Maintenance` |
| **Yearly** | Repeats on the same date each year | `Christmas_Holiday` |
| **Custom (iCal)** | Advanced rule using iCal RRULE syntax | `FREQ=WEEKLY;BYDAY=MO,TU,WE,TH,FR` |

---

## Operating Schedule Groups

Schedule groups combine multiple operating schedules into a single routing definition. Each schedule in a group is assigned a type:

| Type | Purpose |
|---|---|
| **Open Hours** | Active during business hours — must have at least one open schedule |
| **Closed Hours** | Active during off-hours or non-business periods |
| **Holiday** | Active on designated holiday dates |

Schedule groups also have a **time zone** setting that determines how all schedules in the group are evaluated. This accounts for daylight saving time automatically.

> ⚠️ A schedule group must contain **at least one Open schedule** to function correctly.

---

## Architecture: Schedule Group Evaluation

```
Customer Interaction Arrives
           ↓
Call Route or Architect Flow
           ↓
Evaluate Schedule Group action
           ↓
Emergency active? ──→ Yes ──→ Emergency path
           ↓ No
Holiday match? ────→ Yes ──→ Holiday path
           ↓ No
Closed match? ─────→ Yes ──→ Closed path
           ↓ No
Open ──────────────────────→ Open path
```

---

## Real Flow Scenarios

### Scenario 1 — Business Hours Menu
```
Caller Enters Flow → Evaluate Schedule Group → Open
→ Play Welcome Prompt → IVR Menu → Route to Queue
```

### Scenario 2 — After-Hours Voicemail
```
Caller Enters Flow → Evaluate Schedule Group → Closed
→ Play Closed Prompt → Route to Voicemail
```

### Scenario 3 — Holiday Transfer
```
Caller Enters Flow → Evaluate Schedule Group → Holiday
→ Play Holiday Prompt → Transfer to External Number
```

### Scenario 4 — Emergency Override
```
Caller Enters Flow → Evaluate Schedule Group → Emergency (activated)
→ Play Emergency Prompt → Disconnect
```

---

## Schedule Group Design Example

```
Schedule: US_Support_BusinessHours  (Open, Mon–Fri 08:00–18:00, weekly)
Schedule: US_Support_Christmas      (Holiday, Dec 25, yearly)
Schedule: US_Support_Closed         (Closed, all remaining times)
          ↓
Schedule Group: US_Support_Main_SG  (Time zone: America/New_York)
          ↓
Open      → Business hours IVR and queue
Closed    → Voicemail routing
Holiday   → External after-hours provider
Emergency → Emergency prompt + disconnect (via Emergency Group)
```

---

## Screenshots

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/QT8f5mwJm3ht4B8v-image-1772872406042.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/QT8f5mwJm3ht4B8v-image-1772872406042.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/Q770r6uG5kDtNvlc-image-1772872416139.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/Q770r6uG5kDtNvlc-image-1772872416139.png)

---

## Best Practices

| Practice | Reason |
|---|---|
| Use the official term "Operating Schedules" | Matches UI and avoids confusion with WFM scheduling |
| Use clear, descriptive names | Easier to manage and troubleshoot routing logic |
| Separate business hours and holiday schedules | Provides flexibility without rebuilding open schedule logic |
| Always use schedule groups for production routing | Simplifies open/closed/holiday branching in one object |
| Set the correct time zone on the group | Prevents incorrect routing due to UTC or DST mismatches |
| Test all branches before go-live | Ensures each path (open/closed/holiday/emergency) routes correctly |
| Review holiday schedules annually | Keeps routing accurate as holidays change year to year |
| Use the Copy feature for similar schedules | Speeds up creation without starting from scratch |
| Check schedule usage before deleting | Avoid breaking flows that reference the schedule |

---

## Naming Convention

| Resource | Pattern | Example |
|---|---|---|
| Business Hours Schedule | `<Region>_<Dept>_BusinessHours` | `US_Support_BusinessHours` |
| Holiday Schedule | `<Region>_<Dept>_<Holiday>` | `US_Support_Christmas` |
| Maintenance Schedule | `<Region>_<Dept>_Maintenance` | `US_Support_MaintenanceWindow` |
| Schedule Group | `<Region>_<Dept>_SG` | `US_Support_Main_SG` |

---

## Security Considerations

| Control | Description |
|---|---|
| **Division Assignment** | Limits which admins can view, edit, or delete a schedule |
| **Permission-based access** | `Routing > Schedule > Add, Edit, View, Delete` controls all schedule management |
| **External transfer verification** | Confirm approved numbers before using them in holiday or emergency branches |
| **Test before production** | Misconfigured schedules can silently misroute customers |

---

## Limitations & Constraints

| Constraint | Description |
|---|---|
| **Division required** | Every schedule must belong to a division — cannot be division-less |
| **Open schedule required** | A schedule group must have at least one Open Hours schedule |
| **Emergency is separate** | Emergency routing uses Emergency Groups, not schedule types — must be separately activated |
| **Default fallback is Closed** | If no schedule matches the current time, Architect defaults to the Closed path |
| **Time zone on group, not schedule** | Individual schedules don't have time zones — the time zone is set at the schedule group level |

---

## Troubleshooting

| Issue | Cause | Resolution |
|---|---|---|
| Flow always routes Closed | Time zone mismatch or no active Open schedule | Verify schedule times and schedule group time zone |
| Holiday path never triggers | Holiday schedule not assigned to group | Add holiday schedule to the schedule group |
| Emergency path does not fire | Emergency group not activated | Verify emergency group is active and connected to the flow or call route |
| Recurring schedule not firing | Recurrence settings incorrect | Review repeating event settings and end conditions |
| External transfer not reached | Holiday branch misconfigured | Check Architect holiday branch action and verify external number |
| Schedule group unavailable in Architect | Permission or division visibility issue | Confirm `Routing > Schedule > View` permission and division access |
| Schedule won't delete | Schedule is in use by a group or call route | Remove the schedule from all groups and routes first |

---

## Exam Cheat Sheet

| Question | Answer |
|---|---|
| What is an Operating Schedule? | A time-based object that controls when routing or flow logic is active |
| What permission is required? | `Routing > Schedule > Add, Edit, View, Delete` |
| What are the navigation paths? | `Admin → Routing → Operating Schedules` or `Menu → Orchestration → Routing → Operating Schedules` |
| What is the base evaluation order? | Holiday → Closed → Open |
| Where does Emergency fit in? | Evaluated first, but only when Emergency routing is actively turned on |
| What is the default fallback if nothing matches? | Closed |
| What is a Schedule Group? | A grouping of Open, Closed, and Holiday schedules with a shared time zone |
| Does a schedule group need an Open schedule? | Yes — at least one Open schedule is required |
| Where is the time zone set? | On the Schedule Group, not on individual schedules |
| Can schedules be copied? | Yes — use More (⋮) → Copy to duplicate and modify |
| What recurrence types are supported? | Does not repeat, Daily, Weekly, Monthly, Yearly, Custom (iCal) |
| What does "All Day" do? | Runs the schedule for the entire selected day — no start/end time |

---

## Chapter Placement

> ❌ **Operating Schedules does NOT belong in the Platform Operations chapter.**
>
> It belongs in the **Routing & Architect** chapter — alongside Call Routing, Emergency Groups, Schedule Groups, and Architect flows. Platform Operations covers platform-level administration (OAuth, SSO, Authorized Apps, API Usage). Operating Schedules is a routing configuration topic that directly controls call flow behavior and caller experience.

---

## See Also

- **Operating Schedule Groups** — combine schedules into open/closed/holiday routing definitions
- **Emergency Groups** (`Admin → Routing → Emergency Groups`) — override routing during critical events
- **Call Routing** — map call flows to dialed addresses using schedule groups
- **Architect → Evaluate Schedule Group** — action used in flows to branch by schedule state
- **Divisions Overview** — understand how division assignment affects schedule visibility