Operating schedule groups

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Genesys Cloud operating schedule groups enable organizations to combine multiple operating schedules and associate them to singular routing definitions, providing flexibility in managing routing hours across different time zones and business scenarios. Operating schedules define time blocks for call route selection, while operating schedule groups allow administrators to assign schedules to designated time zones and categorize them by type: Open Hours, Closed Hours, or Holiday. The system evaluates operating schedules hierarchically—Holiday, Closed, then Open—with Emergency routing taking precedence before Holiday schedule evaluation. Users with appropriate Routing > Schedule Group permissions can access operating schedule groups through Menu > Orchestration > Routing > Operating Schedule Groups, where they can view active groups, add new schedule groups, delete existing entries, and search for specific schedules. The interface displays schedule group names (linked for editing) and associated schedules for each category, facilitating efficient schedule management and organization. Administrative functionality is available through the Edit Schedule Group page, enabling users to modify entries, update group names, adjust associated open and closed operating schedules, and configure time zone settings. Key operational tasks include creating operating schedule groups with routing entries, flows, telephone numbers, and schedule assignments; updating group configurations; viewing operating schedule groups linked to specific operating schedules; and deleting groups to permanently remove them from the system. A scheduled change effective November 1, 2026, will adjust time zones for British Columbia (UTC-7) and Alberta (UTC-6) to Permanent Daylight Saving Time, requiring administrative attention for affected regions. The platform supports comprehensive routing management capabilities, including call routing, message routing, and interaction routing design planning, with access to related documentation and community support resources for additional assistance.

Coming November 1, 2026: British Columbia, Alberta, Manitoba, and the Northwest Territories adopted permanent Daylight Saving Time. This change means that the time in these regions will no longer fall back in November.

For more information, see What time zone should I select for Canadian provinces that adopted permanent Daylight Saving Time on November 1, 2026?

PrerequisitesClick to expand

Defining and managing operating schedules can be cumbersome. To help with this process, use operating schedules with operating schedule groups to allow more flexibility in how your organization manages routing hours. Operating schedules are the blocks of time for which a call route is selected. Operating schedule groups allow you to combine multiple operating schedules and associate them to a singular routing definition. You can assign the operating schedules into a designated time zone and group them by type. Types are limited to Open Hours, Closed Hours, or Holiday.

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.

To manage operating schedules for the organization, follow the steps below:

Click Menu > Orchestration > Routing > Operating Schedule Groups
Click the Schedule Groups tab. Here, you can view the list of currently active operating schedule groups and the operating schedules to which they belong.

Name		Description
Add Schedule Group		Click this button to open the Schedule Group page and group individual operating schedules as Open, Closed, and Holiday hours.
Delete		After you select one or more operating schedules to remove, click this button. Genesys Cloud asks you to confirm your decision before deletion.
Search		Begin typing the first few letters of the operating schedule that you want to find. Genesys Cloud filters the list and narrows your selection.
Name		The links in this column represent each operating schedule group. Click a link to open the Edit Schedule Group page and make changes to the entry.
Schedules		The links in this column represent the operating schedules assigned to the open, closed, and holiday operating schedules in this group. Click an operating schedule’s link to open the Edit Schedule Group page and make changes to the entry.
Time Zone		This column lists the time zone associated with the respective operating schedule group.

For more information about Operating schedule groups, see the tasks outlined in the following articles.

Task	Description
Create an operating schedule group	Create and configure routing entries, including associated flows, telephone numbers, operating schedules, and operating schedule groups.
Update an operating schedule group	Change an operating schedule group’s name, operating schedules associated with open and closed operating schedules, and time zone assignments.
View operating schedules or operating schedule groups associated with an operating schedule	View and access the operating schedule groups that include a particular operating schedule.
Delete an operating schedule group	Permanently remove one or more operating schedule groups.

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Operating schedule groups

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