Workforce Engagement Management

Client wants to be able to schedule a recurring meeting before an agent's normal business schedule.  Currently the Activity Planner will not allow them to add it to an agent's shift unless the agent is already scheduled for that time. 

Because this recurring event is not on a weekly basis, it doesn't make much sense to schedule it into the work plan.

Any creative solutions and/or enhancements to the Activity Plan functionality to allow "extend or add shift" like we have at the ad hoc scheduling level? 

#Scheduling

------------------------------
Shelby Cronk
------------------------------

Hi Shelby, 

Activity Plans can only schedule an activity during a shift, but there are a couple of ways that we could achieve the outcome that the business is looking for 🙂

1. Work Plan Rotations.
   • Create a Work Plan rotation where the n^th week has the meeting built in as a Work Plan Activity.
2. Activity Plans
   • If the Work Plans are configured so that all the attendees are scheduled to work at the time of the meeting, use the Session Availability constraints to set a timed period on the day of the week that the meeting must take place. This would look something like:
   • General settings with a 2 week occurrence
   • 
   • Session Availabiltiy - assuming the meeting must take place on a Tuesday at 9:00
   • 

More information on the settings can be found in the resource center article add a new activity plan.

Paul

------------------------------
Paul Wood
Product Manager for Genesys Cloud Workforce Management
------------------------------

Hi Paul! Thank you for your feedback.  Some feedback below: 

1. Work plan rotations require that they have their original work plan AND a second copy of that work plan with the recurring event.  We are doubling the work plans they have to manage; it also gets more complicated with the team needs MORE than one recurring event outside of their normal shifts.
2. Unfortunately, as you pointed out with the Activity Plans, we can't use this option, no matter how specific the settings are, to add a "before normal shift" meeting. 

The only other alternative is for the team to keep track of which week the meeting(s) should be scheduled and schedule them manually.  That is an unfortunate solution.  Do we know if there is any hope of enhancing the activity plans for things such as overtime? 

------------------------------
Shelby Cronk
------------------------------

Original Message:
Sent: 04-02-2025 04:28
From: Paul Wood
Subject: Activity Plan: Extend Shift

Hi Shelby, 

Activity Plans can only schedule an activity during a shift, but there are a couple of ways that we could achieve the outcome that the business is looking for 🙂

1. Work Plan Rotations.
   • Create a Work Plan rotation where the n^th week has the meeting built in as a Work Plan Activity.
2. Activity Plans
   • If the Work Plans are configured so that all the attendees are scheduled to work at the time of the meeting, use the Session Availability constraints to set a timed period on the day of the week that the meeting must take place. This would look something like:
   • General settings with a 2 week occurrence
   • 
   • Session Availabiltiy - assuming the meeting must take place on a Tuesday at 9:00
   • 

More information on the settings can be found in the resource center article add a new activity plan.

Paul

------------------------------
Paul Wood
Product Manager for Genesys Cloud Workforce Management
------------------------------