Workforce Engagement Management

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  • 1.  Reschedule in Genesys Cloud - failure to pick up changes in Work plans

    Posted 09-21-2021 18:09
    Hi All,

    We are experiencing some inconsistencies in rescheduling when changes are made in work plans.

    1. When we made changes to one of the General Constraints (Max shift start variance) a reschedule applied to all agents didn't apply this change. When we deleted and rebuilt the schedule this constraint was considered
    2. When we move an agent from one workplace to another workplace and reschedule (tried both just for the moved agent and then again for all agents) it doesn't apply the change. Again when we delete the schedule and rebuild it correctly picks up the change.

    I know variations have been discussed before in this thread about adding a new agent to a workplace and that this feature has been delivered.  Genesys Cloud CX (formerly PureCloud). But the online documentation still states that the system only reschedules existing shifts (including the typo that was picked up in this previous thread).

    So my question is what changes will be applied in a reschedule and specifically what changes to work plans (including adding, deleting or moving an agent) are or are not supported by reschedule.

    Thanks in advance for your help.


    Malcolm Thompson
    Genesys - Employees

  • 2.  RE: Reschedule in Genesys Cloud - failure to pick up changes in Work plans

    Posted 09-22-2021 07:42

    The system attempts to utilize the current version of the schedule's associated work plan for constraints. If one is not found, then that schedule will be skipped for intraday rescheduling.

    Comments on items 1 and 2:

    1. If a change is made to a work plan, the scheduling engine will attempt to utilize that change on a reschedule. It may not be able to based on the constraint change, the rescheduling options, and the rescheduling timelines. E.g., if you change max shift start time variance to be much narrower after Monday and Tuesday has elapsed for Wednesday, Thursday, Friday, then it likely won't be honored if Monday and Tuesday had variances outside of the new setting. If there is no feasible schedules found that honor the rescheduling settings and constraints, then the schedule for that agent will not be rescheduled.

    2. The work plan at initial schedule generation is the one that we attempt to utilize (and will attempt to honor any changes to that work plan). We do not attempt to utilize the agent's current work plan if that work plan is a completely different one from the one that originally was used on initial schedule creation. E.g., if schedule was created for Bob for First Shift M-F, then assign Bob to a Third Shift MWFS work plan, then a reschedule will still look for the First Shift M-F constraints for Bob.

    Recommendation would be to utilize wholesale work plan reassignments and/or big constraint changes for the next scheduling period.

    Jay Langsford
    VP, R&D

  • 3.  RE: Reschedule in Genesys Cloud - failure to pick up changes in Work plans

    Posted 09-22-2021 20:32
    Thanks Jay for the quick response and insights. That definitely helps clarify rescheduling.

    On item #2, there are numerous cases where we might want to shift an agent to another work plan after the schedule has been created without considering it to be a wholesale change. e.g. a 4 week schedule that is published typically 2 weeks before the month begins can mean a shift is locked in up to 6 weeks ahead and quite a bit can change in that time. So when circumstances arise that require a shift of an agent (change of circumstance for the employee meaning a change is required to shifts, training means we want to utilise them in a new shift due to their greater skillset, unplanned circumstances mean we need to shift some team to different shift patterns or longer or shorter). It would be helpful to be able to  enforce a change of agent to a different work plan when we reschedule. On the other hand I can see your point that there would be circumstances that we don't want to change an agents shift as this might create gaps from the initial schedule creation with existing coverage especially if we are only rescheduling some agents. Sounds like maybe I need to raise a feature request :)

    Thanks again.

    Malcolm Thompson
    Genesys - Employees

  • 4.  RE: Reschedule in Genesys Cloud - failure to pick up changes in Work plans

    Posted 09-23-2021 08:24
    Edited by Cameron Smith 09-23-2021 08:26
    Hi Mal (hope you are well!)

    The workplan itself is the container for the employees 'normal' configuration. In most cases its rare to see the overarching workplan modified from its actual structure in general week to week activities. If there is a requirement to make adjustments to the immediate schedule either due to new skills, new workload/forecast or changes to plans this should be made utilizing either "reschedule" or through manual adjustments.

    The workplan itself also governs the employment constraints. 40hrs Per Week, Days of Work etc. as such it will always enforce the rules of the workplan however a administrator can overrule this.

    Hope that clarifies.

    Cameron Smith
    VP, Product Management - Workforce Engagement Management

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