Education is excited to announce an update to the Genesys Cloud: WFM – Activity Codes and Work Plans eLearning course.
This refresh brings several important Workforce Management enhancements directly into the learning experience so you can stay aligned with the latest platform capabilities.
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Enhanced Adherence Flexibility – New Subsection
The Creating an Activity Code module now includes updated screenshots and a new subsection on Enhanced Adherence Flexibility.
Learners will now notice an option to select a secondary status during activity code creation. Administrators can map a single secondary status to multiple activity codes, providing greater flexibility in how off-queue activities are captured. This enhancement helps ensure tasks such as coaching, administrative work, or internal assignments do not create false adherence exceptions.
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Fairness in Start Times and Weekends – Updated Work Plan Content
New instructional content has been added to the Edit Work Plan Details section to highlight fairness-related scheduling improvements.
The update covers:
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Weekly Constraints: Weekly Paid Time limits, Flexible Times ranges, and Minimum Rest Hours Per Week
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Weekend Constraints: Defining the weekend start day, limiting consecutive working weekends, and setting the total number of allowable working weekends per period
These updates help learners understand how fairness and compliance can be incorporated into work plan design.
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Block Scheduling – New Section Added
A new section has been added after the Creating Work Plans video introducing Block Scheduling.
This feature enables schedulers to design more precise shifts using on-queue activity codes, allowing planners to assign specific work types (voice, chat, email, etc.) throughout the day. The course now includes a clickable image series demonstrating how to apply block scheduling in generated or manual schedules to better align staffing with real service needs.
Why These Updates Matters
These updates ensure the course reflects current Workforce Management capabilities and provide immediate value for administrators, planners, and supervisors. Whether you are improving fairness, refining adherence rules, or enhancing shift precision, these additions support smarter and more efficient scheduling for both agents and customers.
Have questions? Reach out to us at education@genesys.com or visit Genesys Orchestrators for more training resources.
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Melissa Talamonti-Clark
Product Manager, Genesys Education
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