Create an operating schedule

AI-generated summary

Genesys Cloud's operating schedules control routing management for inbound and outbound interactions through the Orchestration menu, enabling organizations to direct calls and messages based on business hours and operational status. The system evaluates schedules hierarchically—Emergency routing (if activated), Holiday, Closed, and Open—to ensure appropriate interaction handling across different operational states. Operating schedules require Routing > Schedule permissions and must be assigned to a division, with the Home division as default, providing division-based access control that restricts administrator management capabilities to appropriate organizational units. Key configuration features include unique schedule naming, single-day or multi-day schedule options with flexible start/end time settings, all-day operation capability for continuous scheduling, customizable recurrence patterns, and flow routing assignment for open and closed hours. The creation process involves accessing Menu > Orchestration > Routing > Operating Schedules, adding a new schedule with a unique name, selecting the appropriate division, defining the initial occurrence with specific dates and times, and configuring recurrence settings. The system supports both simple daily schedules and complex multi-day operating patterns to accommodate diverse interaction management requirements across different business scenarios. Genesys Cloud requires configuration of operating schedule recurring settings as part of system setup. The documentation section provides access to community support resources and includes a feedback mechanism allowing users to report issues such as inaccurate or outdated content, unclear information, or user interface problems. Users can specify their role (Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support) when submitting feedback. Related documentation topics include routing configuration, call and message routing s, operating schedule management (creation, editing, deletion, and viewing), operating schedule groups, and interaction routing design planning. The feedback submission process requires acknowledgment of the Genesys Cloud privacy policy

Series: Add operating schedules and configure call routes

Previous suggested step: Add schedules and configure interaction routing

PrerequisitesClick to expand

Use operating schedules to determine how to manage routing for inbound and outbound interactions. For example, an operating schedule can determine which flow to run during open or closed hours.

Note: Genesys Cloud evaluates operating schedules in the following order:

Holiday
Closed
Open

If you activate Emergency routing, Genesys Cloud first evaluates emergencies or performs emergency routing, before it evaluates the Holiday operating schedule.

Click Menu > Orchestration > Routing > Operating Schedules.
Click Add Schedule.
In the Name box, type a unique name to represent the schedule. This name appears in your list of entries on the Schedules tab.
In the Division list, select the division to which this schedule belongs.
Note: A schedule must belong to a division The default is the Home division. Association with a division restricts which administrators are able to manage the schedule. For more information, see Divisions overview.
Set a schedule in the When does the schedule first occur and repeat? area. Choose one of the options below:
- To set a schedule that starts and ends on the same day, set the date and time.
- To set a schedule that runs for multiple days, check the This occurrence spans multiple days checkbox and perform the following steps:
  1. Click in the From calendar box and select the date and time in which to start the schedule.
  2. Click in the To calendar box and select the date in which to stop the schedule.
To run the schedule continuously for the entire duration of the selected date or dates, click All Day.
Set the recurrence of this schedule in the How often does this schedule repeat? field.

The subsequent configuration options change, depending on your selection.

Next, configure the operating schedule’s recurring settings.

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Create an operating schedule

Series: Add operating schedules and configure call routes

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