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 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: __ 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