Best practices for Genesys Cloud go-live weekend checklist

General Discussion
1

Based on our PS engagement experience, here is the essential go-live weekend checklist:

  • Friday 17:00: Freeze all configuration changes. Take full org backup via API export.
  • Friday 20:00: DID porting window opens. Monitor carrier portal.
  • Saturday 06:00: Test calls through every queue. Verify Architect flows.
  • Saturday 10:00: Decision gate - Go/Pause/Rollback.
  • Sunday 06:00: Agent soft launch (10% of agents).
  • Sunday 14:00: Full agent rollout.
  • Monday 00:00: Full production.
2

From a WFM perspective, schedule your best agents for the go-live weekend.

Don’t let your most experienced agents take that weekend off. If something goes wrong, you need agents who can adapt to a new system under pressure. Schedule your newest agents for the following Monday when the system is stable.

3

We forgot to test the emergency flow during our go-live weekend.

Everything worked perfectly from Saturday through Sunday. Then at 6 PM Sunday, the after-hours emergency flow should have activated but didn’t because the schedule group timezone was wrong. We had 2 hours of missed emergency calls before an engineer noticed. Test EVERY schedule transition.

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