# Scheduling & Schedule Groups

# Scheduling & Schedule Groups

| Section | Description |
|---|---|
| Module Context | Schedules are part of **Routing and Architect decision logic** in Genesys Cloud. |
| Purpose | A schedule stipulates **when a flow runs** based on date, time, or event. |
| Primary Use | Business hours, after-hours support, holidays, recurring events, maintenance windows, and special situations. |
| Admin Location | `Admin → Routing → Scheduling` |

---

# Study Notes

| Topic | Explanation |
|---|---|
| Schedule | A time-based object that determines when routing or flow logic is active. |
| Schedule Group | Groups multiple schedules into Open, Closed, and Holiday categories for routing. |
| Architect Usage | Architect uses schedules to determine how inbound and outbound interactions should be handled. |
| Recurrence Support | Schedules can be one-time or repeating (daily, weekly, monthly, yearly, or custom iCal rule). |
| Evaluation Order | In Architect: **Emergency → Holiday → Closed → Open** |
| Default Branch | If no schedule matches, **Closed** is the default branch in Evaluate Schedule Group. |
| Time Zone | Set on the **Schedule Group** — most common misconfiguration is a wrong or missing time zone. |

---

# Navigation

| Task | Navigation |
|---|---|
| View Schedules | `Admin → Routing → Scheduling` |
| Create Schedule | `Admin → Routing → Scheduling → Add Schedule` |
| View Schedule Groups | `Admin → Routing → Scheduling → Schedule Groups` |
| Use in Architect | `Architect → Open Flow → Add Evaluate Schedule Group action` |

---

# Schedule Configuration Fields

| Field | Description | Example |
|---|---|---|
| Schedule Name | Unique name for the schedule | `US_Support_BusinessHours` |
| Division | Determines administrative ownership and access | Home |
| Repeating Event | Enables recurring schedule logic | Enabled |
| Start Date | Date when the schedule starts | 2026-03-01 |
| End Date | Date when the schedule ends | 2026-12-31 |
| Start Time | Time when the schedule starts | 08:00 |
| End Time | Time when the schedule ends | 18:00 |
| All Day | Enables full-day schedule instead of start/end times | Disabled |
| Repeats Every | Defines recurrence pattern | Weekly |
| Start Option | Defines when recurrence begins | On Date |
| End Option | Defines when recurrence stops | No End Date |
| iCal Rule | Advanced recurrence rule configuration | `FREQ=WEEKLY;BYDAY=MO,TU,WE,TH,FR` |

[![](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)

---

# Schedule Types

| Schedule Type | Example |
|---|---|
| One-Time | `July_4_Closure` |
| Daily | `After_Hours_Daily` |
| Weekly | `Mon_Fri_BusinessHours` |
| Monthly | `First_Monday_Maintenance` |
| Yearly | `Christmas_Holiday` |
| Advanced Rule | `FREQ=WEEKLY;BYDAY=MO,TU,WE,TH,FR` |

Example business-hours schedule:

| Field | Value |
|---|---|
| Name | `US_Support_BusinessHours` |
| Repeating Event | Enabled |
| Repeats Every | Weekly |
| Days | Monday–Friday |
| Start Time | 08:00 |
| End Time | 18:00 |
| End Option | No End Date |

---

# Schedule Group Configuration

| Component | Description |
|---|---|
| Open Schedule | Defines when the business is open |
| Closed Schedule | Defines after-hours or closure periods |
| Holiday Schedule | Defines holiday dates — overrides Open |
| Time Zone | Applied at the Schedule Group level — determines when schedules activate |
| Emergency Group | Separate object that overrides all schedule-based logic when activated |

> ⚠️ **Most common misconfiguration:** Setting the wrong time zone on the Schedule Group, causing callers to hit closed or holiday paths at unexpected times.

---

# Architect Evaluation Order

```
Evaluate Schedule Group
        ↓
Emergency? (Emergency Group activated?)
        ↓
Holiday? (Current date/time matches a Holiday schedule?)
        ↓
Closed? (Current date/time outside Open schedule?)
        ↓
Open (Default — current date/time matches Open schedule)
```

If nothing matches, the **Closed** branch is taken by default.

---

# Routing Architecture

```
Customer Interaction
        ↓
Call Route or Architect Flow
        ↓
Schedule / Schedule Group Evaluation
        ↓
Open / Closed / Holiday / Emergency
        ↓
Menu / Queue / Voicemail / External Transfer / Disconnect
```

---

# Real Flow Scenarios

## Scenario 1 — Business Hours Menu

```
Caller Enters Flow
      ↓
Evaluate Schedule Group
      ↓
Open
      ↓
Play Welcome Prompt → Send to Menu → Route to Agent
```

## 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 Shutdown

```
Caller Enters Flow
      ↓
Evaluate Schedule Group
      ↓
Emergency
      ↓
Play Issue Prompt → Disconnect Call
```

---

# Implementation Steps

| Step | Action |
|---|---|
| Step 1 | Navigate to `Admin → Routing → Scheduling` |
| Step 2 | Click **Add Schedule** |
| Step 3 | Enter unique schedule name |
| Step 4 | Select division |
| Step 5 | Choose one-time or repeating event |
| Step 6 | Configure start date, end date, and time range (or All Day) |
| Step 7 | Configure recurrence settings if repeating |
| Step 8 | Save the schedule |
| Step 9 | Create a schedule group and assign schedules to Open / Closed / Holiday |
| Step 10 | Set the correct **time zone** on the schedule group |
| Step 11 | Use the schedule group in call routing or Architect |

---

# Naming Convention

| Resource | Example |
|---|---|
| Schedule | `US_Support_BusinessHours` |
| Holiday Schedule | `US_Support_Christmas` |
| Maintenance Schedule | `US_Support_MaintenanceWindow` |
| Schedule Group | `US_Support_Main_SG` |

Recommended pattern: `<Region>_<Department>_<Purpose>`

---

# Best Practices

| Practice | Reason |
|---|---|
| Use clear schedule names | Makes routing easier to understand and maintain |
| Separate business hours and holidays into distinct schedules | Improves flexibility and troubleshooting |
| Always use Schedule Groups for production routing | Simplifies open/closed/holiday branching |
| Set the correct time zone on the Schedule Group | Prevents incorrect routing behavior |
| Test all branches (Open, Closed, Holiday, Emergency) | Ensures callers hear the correct experience |
| Review holiday schedules annually | Keeps routing accurate over time |

---

# 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 schedule group |
| Emergency path does not work | Emergency group not activated or not assigned to flow | Verify emergency group setup and flow logic |
| 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 and external number |
| Schedule group unavailable in flow | Permission or object visibility issue | Confirm access and division permissions |

---

# Interview Cheat Sheet

| Question | Answer |
|---|---|
| What is a schedule in Genesys Cloud? | A time-based object that determines when routing or flow logic is active |
| What can schedules be used for? | Business hours, after-hours, holidays, recurring events, and special situations |
| What is a schedule group? | A grouping of schedules into Open, Closed, and Holiday categories |
| What is the evaluation order in Architect? | Emergency → Holiday → Closed → Open |
| What happens if nothing matches? | Closed is the default path in Evaluate Schedule Group |
| What is the most common misconfiguration? | Wrong time zone set on the Schedule Group |