I am completely frustrated with our IVR! We had a public holiday yesterday and I set up the ‘Holiday’ schedule in the Admin console two weeks ago. But when customers called, they were still routed to the queue and just sat there on hold for twenty minutes because nobody was logged in! My IT team says the ‘Holiday’ schedule is correct, but the IVR didn’t seem to care! Why is the platform ignoring my office hours, and how can I make sure this never happens again for our next holiday? I am tired of having to apologize to angry customers!
Hello. I’ve handled many IVR migrations from Zendesk and this is a classic configuration trap. In Genesys Cloud, simply creating a ‘Holiday’ schedule in the Admin console does not automatically change your routing. You must explicitly tell your Architect flow to check that schedule! You need a ‘Evaluate Schedule’ block at the very start of your flow. If you only have the ‘Open’ and ‘Closed’ paths without a dedicated ‘Holiday’ check, the flow will just default to the ‘Open’ path if it’s within your standard Monday-Friday window. You have to manually link the Holiday schedule to the flow logic for it to work!
Good afternoon. To add to the previous point, as a flow designer maintaining over fifty flows, I highly recommend using the ‘Emergency Group’ feature instead of just relying on holiday schedules. Holidays change every year and it is easy to miss one in the configuration. With an Emergency Group, the supervisor (like yourself) can just flip a single switch in the mobile app to send calls to the ‘Closed’ message immediately. It overrides all schedules and gives you direct control without needing to wait for the IT team to update the Architect logic every time there is a new public holiday!