How To Configure Scheduling Rules

Objective

Organize schedule constraints into rule sets, then review how each rule applies when schedules are generated or validated.

You have permission to manage Scheduling Settings.
You know the scheduling constraints your organization intends to apply and their relevant teams, sites, skills, queues, or channels.

Open Scheduling Settings → Scheduling Rules. Review the current Rules Library rule sets and Compliance Jurisdictions.
Scheduling Rules brings rule sets and their jurisdiction associations together in Scheduling Settings.
Open a rule set to review it. To make a new group, select New Rule Set, enter a name, choose whether it should be active, and select Save.
Review the rules in the set, including each rule’s Type, Automated outcome, Priority, and Status.
Inside a rule set, review each rule’s type, automated outcome, priority, status, and actions.
To add a rule, select Add Rule. Enter a clear Name, choose a Rule Type, assign the rule to the appropriate set, configure its behavior and active state, then select the applicable channels, queues, teams, skills, or sites under Applies To.
Important: Check imported rules before use
Rule Library templates may need adjustment. Confirm each rule’s scope and enforcement before generating or validating a schedule.
Select Save Rule and confirm the rule appears in the intended set with the expected outcome, priority, and status.

For reusable jurisdiction packs, see How To Use The Scheduling Rules Library. To associate a country or region with a rule set, see How To Configure Compliance Jurisdictions.