Genesys Cloud - Main

Hello,

I feel I'm making this more complicated than it needs to be. I am wanting to have an IVR route calls to Queue A during business hours 8am-4pm, Queue B 4pm - 11pm, and Queue C 11pm - 8am. I'm thinking there is a way to do this with the schedule group but haven't built one of these out before. 

Does anyone have any guidance on this? 

Thanks,

Stephanie

#ArchitectandDesign

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Stephanie Moore
Patient Accounts Representative, Legal Correspondent
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The simplest solution is to use the evaluate schedule tool in Architect to check one of your operational schedules. From that tool you will have exit path for open closed holiday and emergency. 

When the Call comes into the call Flow it checks that schedule and then we'll route below the path that meets the schedule at that point in time. From there you just have different transfer points or different routing depending on whether you're open or closed. 

In your particular case you might have to have different operational schedules for each of the cues and then look at them sequentially as you're going through the call flow.

Your other option would be a data table that has the cues and the times, reading that data table and comparing it with the current time, and then making a decision on which to use.

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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I really like the idea of using a data table as we are trying to leverage them more. Do you happen to have an example of what the table could look like? 

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Stephanie Moore
Patient Accounts Representative, Legal Correspondent
------------------------------

Original Message:
Sent: 06-11-2026 09:54
From: Robert Wakefield-Carl
Subject: Routing Call to Different Queues at Different Times

The simplest solution is to use the evaluate schedule tool in Architect to check one of your operational schedules. From that tool you will have exit path for open closed holiday and emergency. 

When the Call comes into the call Flow it checks that schedule and then we'll route below the path that meets the schedule at that point in time. From there you just have different transfer points or different routing depending on whether you're open or closed. 

In your particular case you might have to have different operational schedules for each of the cues and then look at them sequentially as you're going through the call flow.

Your other option would be a data table that has the cues and the times, reading that data table and comparing it with the current time, and then making a decision on which to use.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

I would suggest evaluating the schedules in the flow. 

If you go the data table route, I would have the key set for the queue name.  Look up that queue name and get back Open and Close times, and then use a decision to check if greater than or less than, depending on the time, and route accordingly. 

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 06-11-2026 10:25
From: Stephanie Moore
Subject: Routing Call to Different Queues at Different Times

I really like the idea of using a data table as we are trying to leverage them more. Do you happen to have an example of what the table could look like? 

------------------------------
Stephanie Moore
Patient Accounts Representative, Legal Correspondent
------------------------------


Original Message:
Sent: 06-11-2026 09:54
From: Robert Wakefield-Carl
Subject: Routing Call to Different Queues at Different Times

The simplest solution is to use the evaluate schedule tool in Architect to check one of your operational schedules. From that tool you will have exit path for open closed holiday and emergency. 

When the Call comes into the call Flow it checks that schedule and then we'll route below the path that meets the schedule at that point in time. From there you just have different transfer points or different routing depending on whether you're open or closed. 

In your particular case you might have to have different operational schedules for each of the cues and then look at them sequentially as you're going through the call flow.

Your other option would be a data table that has the cues and the times, reading that data table and comparing it with the current time, and then making a decision on which to use.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Hey, @Robert Wakefield-Carl! 

I'm using the same approach with the data table! Really great!

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Arthur Pereira Reinoldes
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Original Message:
Sent: 06-11-2026 09:54
From: Robert Wakefield-Carl
Subject: Routing Call to Different Queues at Different Times

The simplest solution is to use the evaluate schedule tool in Architect to check one of your operational schedules. From that tool you will have exit path for open closed holiday and emergency. 

When the Call comes into the call Flow it checks that schedule and then we'll route below the path that meets the schedule at that point in time. From there you just have different transfer points or different routing depending on whether you're open or closed. 

In your particular case you might have to have different operational schedules for each of the cues and then look at them sequentially as you're going through the call flow.

Your other option would be a data table that has the cues and the times, reading that data table and comparing it with the current time, and then making a decision on which to use.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Hi Stephanie,

To add to what Robert has said, you can also use the "Output Active Schedules" field from the Evaluate Schedule Group function to know which Schedules are active at the time.

So let's say you create a Schedule Group consisting of 3 different Schedules (all categorized as "Open" schedules). Whenever you go through the evaluation it will tell you which of the 3 were open, so you can make a decision based on that to route to the appropriate queue.

Also, if your times are set in stone, you could check for the time directly in the call flow, there are functions like "GetCurrentDateTimeUtc()" that will give you the current hour, so you can make a decision based on that. (But again, only if your times will never be changing, otherwise you would need to constantly go back to the flow and change it there).

Only reason I see to go with a Data Table would be if you have other parameters unrelated to the Date/Times that you want to add there.. Like the destination queue for example, if you intend to have the queue as something that can change constantly, then the Data Table would help with that.

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Marcello Jabur
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