Find Schedule Group action

AI-generated summary

Genesys Cloud's Find Schedule Group action provides dynamic schedule group searching capabilities within IVR runtime, enabling searches based on group names without requiring multiple separate Evaluate Schedule Group or Evaluate Schedule actions. Schedule Groups consolidate multiple schedules into unified routing definitions, organized by Open Hours, Closed Hours, or Holiday types and assigned to specific time zones. The action requires Telephony > Plugin > All permissions to execute. Key operational features include case-insensitive search functionality, with schedule group names requiring between 1 and Technical constraints include a maximum of 25 unique type lookups and 100 total lookups per flow; multiple lookups of the same object count as a single lookup against these limits. Configuration encompasses a customizable action name, a Schedule Group Name field that accepts both direct input and expressions, and a Schedule Group Result variable for storing and referencing results throughout the flow. The action implements dual-path handling: a Found path that confirms schedule group location and populates the result variable, and a Not Found path that activates when no match exists or a NOT_SET value is provided. Each path supports distinct routing actions, including transfers to ACD queues or automatic replies, enabling conditional interaction routing based on schedule group availability. The Schedule Group Result field remains unpopulated when flows follow the Not Found path, representing a technical limitation requiring consideration during implementation. Genesys Cloud supports automatic reply functionality and action transfers to main menus within workflow configurations. The platform provides comprehensive documentation resources covering Architect , task and state editor actions, Schedule Group evaluation, routing operations, workforce management schedules, flow dependency searches, and transfer action configuration. Community support channels and structured feedback mechanisms are available for users requiring additional assistance or wishing to provide documentation feedback regarding accuracy, completeness, clarity, and relevance

PrerequisitesClick to expand

Schedule Groups allow you to combine multiple schedules and associate them to a singular routing definition. You can assign the schedules into a designated time zone and group them by type. Types are limited to Open Hours, Closed Hours, or Holiday. For more information, see Schedule Groups.

You can dynamically find a schedule group based on its name at IVR runtime. This action alleviates the need for multiple Evaluate Schedule Group or Evaluate Schedule actions, each with separate schedules or schedule groups, and then including logic that changes to determine the appropriate group.

Notes:

Search behavior is not case-sensitive.
The schedule group string name must be a minimum of one character and maximum of 256 characters.
The dynamic lookup limit for a unique type is 25.
Each lookup is unique, so multiple lookups for the same object in the flow only count as 1.
The total lookup limit per flow is 100.
If the supplied schedule group value is NOT_SET, then the flow takes the not found path.

Name	Description
Name	Use the default action name, or type a different name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Schedule Group Name	Enter the schedule group name or an expression that locates the schedule group. At runtime, Architect performs a search for the specified schedule group. If the system finds an exact match, it returns the schedule group value.
Schedule Group Result	When the system receives the schedule group value, it stores that value in the variable you specify here. You can then use the variable in other areas of the flow.

Configure found and not found paths

Name	Description
Found	This path indicates that Architect located the schedule group within the organization. Drag the appropriate action below the Found path so that it follows the route you want the interaction to take. For example, a Transfer to ACD action. Note: The Schedule Group Result field only populates when the flow follows the Found path.
Not Found	This path indicates that Architect did not find the matching schedule group. Drag the appropriate action below the Not Found path so that it follows the route you want the interaction to take. For example, send an automatic reply or transfer the action to the main menu. Note: The Schedule Group Result field does not populate when the flow follows the Not Found path.

Name

Description

Found

This path indicates that Architect located the schedule group within the organization.

Drag the appropriate action below the Found path so that it follows the route you want the interaction to take. For example, a Transfer to ACD action.

Note: The Schedule Group Result field only populates when the flow follows the Found path.

Not Found

This path indicates that Architect did not find the matching schedule group.

Drag the appropriate action below the Not Found path so that it follows the route you want the interaction to take. For example, send an automatic reply or transfer the action to the main menu.

Note: The Schedule Group Result field does not populate when the flow follows the Not Found path.

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Name

Description

Name

Use the default action name, or type a different name for the action. The label you enter here becomes the action’s name displayed in the task sequence.

Schedule Group Name

Enter the schedule group name or an expression that locates the schedule group. At runtime, Architect performs a search for the specified schedule group. If the system finds an exact match, it returns the schedule group value.

Schedule Group Result

When the system receives the schedule group value, it stores that value in the variable you specify here. You can then use the variable in other areas of the flow.

Name	Description
Found	This path indicates that Architect located the schedule group within the organization. Drag the appropriate action below the Found path so that it follows the route you want the interaction to take. For example, a Transfer to ACD action. Note: The Schedule Group Result field only populates when the flow follows the Found path.
Not Found	This path indicates that Architect did not find the matching schedule group. Drag the appropriate action below the Not Found path so that it follows the route you want the interaction to take. For example, send an automatic reply or transfer the action to the main menu. Note: The Schedule Group Result field does not populate when the flow follows the Not Found path.

Name

Description

Found

This path indicates that Architect located the schedule group within the organization.

Drag the appropriate action below the Found path so that it follows the route you want the interaction to take. For example, a Transfer to ACD action.

Note: The Schedule Group Result field only populates when the flow follows the Found path.

Not Found

This path indicates that Architect did not find the matching schedule group.

Drag the appropriate action below the Not Found path so that it follows the route you want the interaction to take. For example, send an automatic reply or transfer the action to the main menu.

Note: The Schedule Group Result field does not populate when the flow follows the Not Found path.

Find Schedule Group action

Configure found and not found paths

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Find Schedule Group action

Configure found and not found paths

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