Hi Jose ...
The Schedule Group will be evaluated in the following order ...
- Emergency
- Holiday
- Closed
- Open
If any time period is not explicitly defined by a Schedule, then the Call Flow will default to the 'Closed' treatment.
Hope this helps.
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Thanks and regards,
Malcolm Green
Nexon Asia Pacific
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Original Message:
Sent: 05-05-2021 09:55
From: Jose Cembellin
Subject: Question about schedules
Hello. Acording with the documentation: "If you set up only the Closed schedules to your schedule group, Genesys Cloud considers the hours outside the Closed hours as Open hours and vice versa."
If I have a open schedule from 9:00 to 17:00 and a closed schedule from 17:01 to 23:59. How is considered the unassigned period from 00:00 to 8:59, open or closed?
Thanks
#Routing(ACD/IVR)
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Jose Cembellin
IKUSI S.L.
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