After-hours routing ignoring holiday calendar entries

I’m setting up our after-hours routing schedules and something isn’t working right.

We have a Schedule defined in the Admin UI for our business hours, and I added a holiday schedule to cover the upcoming long weekend. Inside Architect, I’ve got a Check Schedule block that is supposed to route to an emergency voicemail flow if it is closed.

However, during testing today, the call just ignored the holiday calendar entirely and routed straight to the queue.

I’ve verified the timezone is correct. I’m used to setting up routing policies in the Teams Admin Center where holidays take strict precedence over regular business hours. Is there a priority weighting I’m missing in the Genesys Schedule Groups?

I manage our Salesforce integration and while I don’t build the flows directly, I ran into something similar when testing our click-to-dial routing.

In our setup, the holiday calendar wasn’t explicitly added to the specific Schedule Group that the Architect flow was checking. Unlike some other platforms, just creating the holiday schedule in the Admin UI doesn’t apply it globally. You have to open the exact Schedule Group (the one referenced in your Check Schedule block) and make sure the holiday schedule is listed under the ‘Holidays’ tab inside that group.

If it is missing there, the system will just evaluate the regular open/closed hours and ignore the holiday.