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Scheduling & Schedule Groups

Navigation: Admin → Routing →

Scheduling Used by: Call Routing, Architect flows, time-based routing decisions

What Is Scheduling?

A Schedule defines a window of time — a date, time range, or recurring event — that Architect and Call Routing use to decide which flow runs. A Schedule Group bundles multiple schedules into a single routing definition with Open, Closed, and Holiday categories.

Together they answer the question: "Is it business hours right now?"

Schedules vs.& Schedule Groups

Routes
ObjectSection What It DoesDescription
ScheduleModule Context DefinesSchedules aare singlepart timeof windowRouting (e.g.,and Mon–FriArchitect 8am–6pm,decision orlogic Decin 25Genesys all day)Cloud.
Schedule GroupPurpose BundlesA schedulesschedule intostipulates Openwhen /a Closedflow /runs Holidaybased categorieson —date, usedtime, byor Callevent.
Primary UseBusiness hours, after-hours support, holidays, recurring events, maintenance windows, and Architectspecial flowssituations.
Admin LocationAdmin → Routing → Scheduling

✅

Study AlwaysNotes

buildindividualSchedulesfirst,thenassemblethem
Topic Explanation
ScheduleA time-based object that determines when routing or flow logic is active.
Schedule GroupGroups multiple schedules into aOpen, Closed, and Holiday categories for routing.
Architect UsageArchitect uses schedules to determine how inbound and outbound interactions should be handled.
Recurrence SupportSchedules can be one-time or repeating (daily, weekly, monthly, yearly, or custom iCal rule).
Evaluation OrderIn Architect: Emergency → Holiday → Closed → Open
Default BranchIf no schedule matches, Closed is the default branch in Evaluate Schedule Group.
Time ZoneSet on the Schedule Group — most common misconfiguration is a wrong or missing time zone.

Navigation

TaskNavigation
View SchedulesAdmin → Routing → Scheduling
Create ScheduleAdmin → Routing → Scheduling → Add Schedule
View Schedule ComponentsGroupsAdmin → Routing → Scheduling → Schedule Groups
Use in ArchitectArchitect → Open Flow → Add Evaluate Schedule Group action

Schedule Configuration Fields

Weekly, Monthly, Yearly, Custom iCal)Time Criteria Met AfterNOccurrences,On
Field Description Example
Schedule Name Unique identifier — no spaces recommended for flow references
DivisionAdministrative ownership
Repeating EventOff = one-time only; On = recurring
Start / End DateDate boundsname for the schedule
Start / End TimeTime window; or use All DayUS_Support_BusinessHours
Recurrence RuleDivision HowDetermines oftenadministrative itownership repeatsand (Daily,access Home
StartRepeating ConditionEvent OnEnables Date,recurring orschedule Nextlogic Enabled
Start DateDate when the schedule starts2026-03-01
End ConditionDateDate when the schedule ends2026-12-31
Start TimeTime when the schedule starts08:00
End TimeTime when the schedule ends18:00
All DayEnables full-day schedule instead of start/end timesDisabled
Repeats EveryDefines recurrence patternWeekly
Start OptionDefines when recurrence beginsOn Date
End OptionDefines when recurrence stops No End Date,Date
iCal orRule Advanced recurrence rule configurationFREQ=WEEKLY;BYDAY=MO,TU,WE,TH,FR

Schedule Types

Schedule TypeExample
One-TimeJuly_4_Closure
DailyAfter_Hours_Daily
WeeklyMon_Fri_BusinessHours
MonthlyFirst_Monday_Maintenance
YearlyChristmas_Holiday
Advanced RuleFREQ=WEEKLY;BYDAY=MO,TU,WE,TH,FR

Example business-hours schedule:

FieldValue
NameUS_Support_BusinessHours
Repeating EventEnabled
Repeats EveryWeekly
DaysMonday–Friday
Start Time08:00
End Time18:00
End OptionNo End Date

Recurrence

Schedule Types

Group Configuration
TypeUse Case
One-TimeSingle maintenance window, one-off closure
DailyEvery day, or every N days
WeeklySelected weekdays (e.g., Mon–Fri)
MonthlySpecific day of month or weekday pattern
YearlyAnnual holidays (e.g., Dec 25 every year)
Custom iCal RuleAdvanced recurrence syntax

iCal example — Monday through Friday:

FREQ=WEEKLY;BYDAY=MO,TU,WE,TH,FR

Creating a Schedule

  1. Admin → Routing → Scheduling
  2. Click Add Schedule
  3. Enter a unique Schedule Name and select Division
  4. Toggle Repeating Event On or Off
  5. Set Start Date and Start / End Time (or check All Day)
  6. If repeating: configure recurrence type, start condition, and end condition
  7. Click Save

Schedule Groups

Components

thatoverridesallschedule-based
FieldComponent Description
NameOpen Schedule UniqueDefines identifierwhen the business is open
DivisionClosed Schedule AdministrativeDefines ownershipafter-hours or closure periods
TimeHoliday ZoneSchedule AllDefines scheduleholiday evaluations use this time zonedates — criticaloverrides for accuracyOpen
OpenTime HoursZone SchedulesApplied representingat businessthe hoursSchedule Group level — determines when schedules activate
ClosedEmergency HoursGroup SchedulesSeparate representingobject after-hours
Holiday Holidaylogic /when special closure schedulesactivated

⚠️ Time zone is the mostMost common misconfiguration.misconfiguration: A schedule group set toSetting the wrong time zone will route calls incorrectly — especially after Daylight Saving Time transitions. Always alignon the timeSchedule zoneGroup, causing callers to thehit businessclosed locationor theholiday grouppaths serves.at unexpected times.

Creating

Architect aEvaluation Order

Evaluate Schedule Group
        
    ↓

  1. AdminEmergency? → Routing → Scheduling → click Schedule Groups tab
    2. 

  2. Click Add Schedule(Emergency Group
    3.  
  3. Enteractivated?)
        name,↓
selectHoliday? division,(Current and select date/time zone
    4. matches 
  4. Assigna schedulesHoliday toschedule?)
        each↓
category:Closed? 
      (Current 
    • Clickdate/time + besideoutside Open Hoursschedule?)
        →↓
searchOpen and(Default select— schedulecurrent →date/time clickmatches Open schedule)

If nothing matches, the AddClosed

  • Repeatbranch foris Closedtaken Hoursby and Holiday as needed
  • Click Save

    • default.

    How Schedule Groups Work in Routing

    In Call

    Routing (AdminArchitecture

    →
    Customer RoutingInteraction
        → Call Routing)

    The↓
Call Route referencesor aArchitect Flow
        ↓
Schedule / Schedule Group directly:
    Evaluation
        
      

    • Open Flow — executes when schedule group evaluates to Open
      • 

    • Closed Flow — executes when schedule group evaluates to Closed
      • 

    • Holiday Flow — executes when a Holiday schedule is active (optional — can fall back to Closed Flow)
      • 

    

    In Architect Flows
    

    Use the Evaluate Schedule Group action inside a flow to branch on↓
Open / Closed / Holiday logic/ — useful when routing decisions need to happen mid-flow rather than at the entry point.
    

    

    Routing Decision Logic
    

    Incoming CallEmergency
        ↓
CallMenu Route/ checksQueue Emergency/ GroupVoicemail ↓/ NoExternal emergencyTransfer active/ →
      ↓
Schedule Group evaluated
      ↓
┌─────────────┬───────────────┬──────────────┐
│   Open      │   Closed      │   Holiday    │
│   Flow      │   Flow        │   Flow       │
└─────────────┴───────────────┴──────────────┘Disconnect

    

    

    Real Flow Scenarios
    

    CommonScenario 1 — Business Hours Menu
    

    Caller Enters Flow
      ↓
Evaluate Schedule PatternsGroup
      ↓
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
    

























    


    
PatternStep
Schedule SetupAction

    
    


    
Mon–FriStep 8am–6pm business hours1
WeeklyNavigate recurrence,to Mon–Fri, 08:00–18:00Admin → assignRouting to→ Scheduling
    Step 2Click OpenAdd HoursSchedule

    

    
After-hoursStep (everything outside Open)3
NoEnter explicit closedunique schedule needed — anything not matching Open = Closedname

    

    
AllStep US federal holidays4
CreateSelect one yearly schedule per holiday → assign all to Holidaydivision

    

    
HolidayStep with custom message5
AssignChoose holidayone-time schedulesor torepeating Holiday category; build a dedicated Holiday Flow in Architectevent

    

    
MaintenanceStep window (one-time)6
One-TimeConfigure schedule,start specificdate, date/end date, and time →range (or All Day)
    Step 7Configure recurrence settings if repeating
    Step 8Save the schedule
    Step 9Create a schedule group and assign schedules to Open / Closed Hours/ Holiday
    Step 10Set the correct time zone on the schedule group
    Step 11Use the schedule group in call routing or Architect

    
    

    

    

    Naming Conventions
    Convention





    


    
FormatResource
Example

    
    


    
<Region>_<Dept>_BusinessHoursSchedule
US_Support_BusinessHours

    

    
<Region>_<Dept>_Holiday_<Name>Holiday Schedule
US_Support_Holiday_ChristmasUS_Support_Christmas

    

    
<Region>_<Dept>_MaintenanceMaintenance Schedule
EU_Support_MaintenanceUS_Support_MaintenanceWindow

    

    
Schedule GroupUS_Support_Main_SG
    


    

    Best Practices
    






























    PracticeReason
    Use clear schedule names
US_Support_ScheduleGroupMakes routing easier to understand and maintain
    Separate business hours and holidays into distinct schedulesImproves flexibility and troubleshooting
    Always use Schedule Groups for production routingSimplifies open/closed/holiday branching
    Set the correct time zone on the Schedule GroupPrevents incorrect routing behavior
    Test all branches (Open, Closed, Holiday, Emergency)Ensures callers hear the correct experience
    Review holiday schedules annuallyKeeps routing accurate over time

    
    

    

    

    Troubleshooting
    









timeoffset




    


    
Issue
Likely Cause
FixResolution

    
    


    
CallsFlow routingalways toroutes wrong flowClosed
Time zone mismatch onor no active Open schedule group
Verify schedule times and schedule group time zone matches business location

    

    
ScheduleHoliday notpath triggeringnever triggers
RecurrenceHoliday rule misconfiguredReview start/end conditions and recurrence settings
    Calls always treated as closedSchedule groupschedule not assigned to call routegroup
EditAdd callholiday routeschedule and assign theto schedule group

    

    
HolidayEmergency routingpath does not workingwork
HolidayEmergency schedulesgroup not activated or not assigned to Holiday categoryflow
MoveVerify holiday schedules to the Holiday slot in theemergency group setup and flow logic

    

    
DST-relatedRecurring routingschedule errorsnot firing
TimeRecurrence zonesettings doesincorrectReview repeating event settings and end conditions
    External transfer not observe DST automaticallyreached
UseHoliday abranch namedmisconfigured
Check zoneArchitect (e.g.,holiday America/Chicago)branch notand aexternal UTCnumber

    Schedule group unavailable in flowPermission or object visibility issueConfirm access and division permissions

    
    

    

    

    Key
    Interview FactsCheat for Exam / Interview
    Sheet









    


    
TopicQuestion
Answer

    
    


    
WhereWhat areis a schedule in Genesys Cloud?A time-based object that determines when routing or flow logic is active
    What can schedules configured?be used for?
AdminBusiness →hours, Routingafter-hours, →holidays, Schedulingrecurring events, and special situations

    

    
What is a schedule group?
A containergrouping combiningof schedules into Open, Closed, and Holiday schedules into a routing definitioncategories

    

    
What evaluatesis the scheduleevaluation grouporder in a flow?Architect?
TheEmergency Evaluate→ ScheduleHoliday Group→ actionClosed in Architect
    Can you have multiple open schedules in one group?Yes — multiple schedules can be assigned to→ Open Hours

    

    
What handleshappens routingif outsidenothing Open Hours?matches?
The Closed Flow — no explicit closed schedule is requiredthe default path in Evaluate Schedule Group

    

    
What overridesis schedule-basedthe routingmost entirely?common misconfiguration?
AnWrong activetime Emergencyzone set on the Schedule Group

    
    

    

    

    See Also
    

      

    • Emergency Groups — overrides all schedule-based routing when activated
      • 

    • Call Routing — where schedule groups are assigned to inbound numbers
      • 

    • Architect Overview — the Evaluate Schedule Group action in flow logic
      •
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