Genesys Cloud - Main

Do I need to do both an evaluate schedule AND an evaluate schedule group in a call flow?  The help site seems to imply yes but I can't see why.

If I'm already using schedule groups in the call routing config, then I already know if I'm closed, holiday, open etc.  But I want a separate schedule to check if it's between certain hours during "closed" as well.  Ie Closed is after 5pm, but from 5pm to 8pm I want to direct the flow somewhere else.  I was just thinking I need a schedule for that 5pm-8pm and if the evaluate schedule matches it as active I follow that path without needing to evaluate a schedule group.
#Routing(ACD/IVR)

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Vaun McCarthy
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Hi Vaun,

You can use either or both.

For your scenario, you can use just the evaluate schedule. As you mentioned, you already know it's closed based on the Routing level schedule group check.

Sometimes you want to use a flow for transfers or check schedules in In-Queue flows, so you don't have the option to rely on the routing level check. In such cases, you check the schedule group and then schedules individually if needed.


Thanks,

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Daniel McLeod
Qsect LLC
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Thanks Daniel

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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 04-29-2020 19:36
From: Daniel McLeod
Subject: Evaluate Schedules AND Evaluate Schedule Groups needed together?

Hi Vaun,

You can use either or both.

For your scenario, you can use just the evaluate schedule. As you mentioned, you already know it's closed based on the Routing level schedule group check.

Sometimes you want to use a flow for transfers or check schedules in In-Queue flows, so you don't have the option to rely on the routing level check. In such cases, you check the schedule group and then schedules individually if needed.


Thanks,

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Daniel McLeod
Qsect LLC
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