Add your workforce management schedule to an external calendar

AI-generated summary

Genesys Cloud's workforce management system enables users to synchronize their work schedules with external calendar applications through iCalendar format subscriptions, supporting Microsoft Outlook, Apple Calendar, Google Calendar, and Yahoo Calendar. The read-only synchronization automatically updates within five minutes of schedule changes in Genesys Cloud, though external calendars may require up to 24 hours to reflect updates depending on the platform's refresh implementation. Users can access schedules through the agent activity view, dashboard, or Analytics Workspace, and share them via URL or QR code for mobile device access. Each calendar platform requires specific setup procedures: Outlook for Windows and web versions support subscriptions through "Open Calendar > From Internet" or "Subscribe from web" respectively, though Outlook for Mac and mobile apps do not support direct subscription; Apple Calendar requires navigating to account settings and selecting "Add Subscribed Calendar" with optional refresh frequency configuration; Google Calendar integration requires browser access in desktop mode via the "From URL" option in the "Other calendars" section; and Yahoo Calendar integration involves accessing the Manage icon, selecting "Follow Other Calendars," and entering the schedule URL in the iCal address field. The system requires the Workforce Management > Agent Schedule > Sync permission and supports cross-device synchronization for iCloud users under the same iTunes account. Time off requests appear in external calendars only after schedule generation and publication. Schedule changes cannot be edited directly from external calendar applications; all modifications must occur within Genesys Cloud. Users can manage access by disabling sharing links, though external calendar subscriptions must be deleted separately if a link becomes compromised. The subscription-based feed ensures continuous updates rather than single-time imports, and schedule views do not update automatically and require manual refresh to display current data. Calendar configuration options include customizable names, colors, charm characteristics, refresh frequency, and reminder notifications to accommodate user preferences and organizational needs.

PrerequisitesClick to expand

Synchronize your schedule to an external calendar on your mobile device or a desktop client that supports the iCalendar format; for example, Apple Calendar, Google Calendar, or Outlook. You cannot edit your schedule from a mobile device or desktop client, but if a schedule change occurs in the Genesys workforce management application, the external calendar updates automatically.

Note: When you add a sharable workforce management schedule link to your calendar of choice, updates require a subscription, not a single-time import.

Changes from the schedule do not immediately appear in the external calendar. Genesys automatically updates the calendar feed within five minutes. However, depending on the implementation of your calendar of choice, it can take longer for the external calendar to refresh the information.

Note: Google Calendar and Microsoft Outlook do not always retrieve updates frequently; therefore, it can take up to 24 hours for workforce management updates to appear.

Approved time off does not appear in an iCal calendar until you generate and publish the schedule.

Access your workforce management schedule

To view and work with your schedule, perform one of the following steps:

To access your schedule, click Menu > My Activity > Schedule.
To access your schedule from the agent dashboard:
1. Click Performance > Workspace > My Performance.
2. Click the Schedule tab.
3. To see the most current data, click Refresh. This view does not update automatically.

To access your schedule, click Menu > My Activity > Schedule.
To access your schedule from the agent dashboard:

1. Click Menu > Analytics > Analytics Workspace.
2. In the Default section, search for My Performance and then click the view name to open it.
3. Click the Schedule tab.
4. To see the most current data, click Refresh . This view does not update automatically.

For more information, see Schedule overview and Agents Schedule Detail view.

To share your workforce management schedule, perform the following steps:

From your schedule view, click Copy URL. The link copies to your computer’s Clipboard.
To subscribe on your mobile device, and if the workforce management schedule is open on your computer, do the following:
1. Scan the QR code with your mobile device’s camera and open the transfer page on your mobile browser.
2. To copy the link to the mobile device’s Clipboard, click Copy on the mobile browser.
  Note: If the link becomes compromised, click Disable Link. This option stops schedule sharing from workforce management, but you must delete the subscription from your external calendar separately.
Paste the copied link into to the subscription URL area of your external calendar of choice. See instructions for specific calendars below.

Add the workforce management schedule to an external calendar

Add the calendar to your application of choice.

Add your workforce management calendar to Microsoft OutlookClick to expand

Outlook for Windows

In Microsoft Outlook, open the Calendar view.
Select Open Calendar > From Internet. The New Internet Calendar Subscription dialog box opens.
Under Enter the location of the internet calendar you want to add to Outlook, paste the workforce management schedule URL that you copied from Genesys Cloud.
Click OK.

Upon the next Send and Receive instance, the workforce management schedule appears in your Microsoft Outlook schedule.

Outlook on the web

In Microsoft Outlook, open the Calendar view.
Select Add Calendar. The Add calendar dialog box opens.
Click Subscribe from web.
Paste the workforce management schedule URL that you copied from Genesys Cloud.
Configure the calendar name, optional color or charm characteristics, and the Outlook calendar where you want to add the schedule.
Click Import.

The workforce management schedule subscription appears on your other calendars. You cannot subscribe to an external calendar in Outlook for Mac, nor in the Outlook mobile app. However; after you add the subscription to your account using Outlook for Windows or the Outlook 365 web interface, you can use it in every Outlook application.

Add your workforce management calendar to an Apple Calendar on an Apple Mobile Device (iOS 11–14)Click to expand

From your mobile device’s home page, select Settings.
(iOS 11 through 13) Select Passwords & Accounts.
(iOS 14) Select Calendar and then select Accounts.
Select Add Account.
Select Other.
Under Calendars, select Add Subscribed Calendar.
In the Server field, type or paste the workforce management schedule URL.
Click Next.
(Optional) Add a description.
Click Save.
(Optional) Click Fetch New Data and set up how often to refresh the subscription.

Add your workforce management calendar to an Apple desktop deviceClick to expand

Add your workforce management calendar to a Google CalendarClick to expand

Use a browser, not the desktop app, even on a mobile device. Make sure you switch to Desktop mode.

In your browser, open Google Calendar.
In the Other calendars section, click Add .
Click From URL.
In the URL of Calendar field, paste the workforce management schedule URL.
Click Add calendar.

Your workforce management schedule calendar appears under Other calendars.

Note: Google does not refresh frequently; therefore, it can take up to 24 hours for workforce management schedule changes to appear in the Google calendar.

Add your workforce management calendar to a Yahoo Calendar on a Desktop Click to expand

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Add your workforce management schedule to an external calendar

Access your workforce management schedule

Share the workforce management schedule

Add the workforce management schedule to an external calendar

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