Mitch, activities which are a result of Activity Plans are consider 'external activities' just like a coaching activity placed by the coaching/learning workflow. A trade with a shift containing one of these 'external activities' will fail, to protect the reason that activity is in the shift. Example - the coaching/learning user had a particular reason to assign that coaching to a particular agent at a particular day and time, trading it to another agent loses whatever that original intention was and might not be meaningful.
Just to take one type of activity supported by Activity Plans, a meeting could be a manager to employee 1-1 meeting, likely not appropriate to trade. Should the trade fail? meeting be deleted then trade allowed? The meeting could be a team meeting, is the target agent in the trade on the same group who should have that meeting? what if the target agent has a different session of the same meeting on their shift for another day that week? ... what about the agent who originally had the team meeting, can they avoid it all together by trading?
Listing several hypotheticals there to start conversation. What type of trade handling would you be looking for, is there one behavior that would work for all types of Activity Planner activities, or each category of activity would need its own trade behavior?
For reference, take a look at the "Activity Category Trade Rules" in the Shift Trades configuration of the Management Unit. Are you thinking that a meeting category activity placed by an Activity Plan obey the same Shift Trade rules as one added by a Work Plan Configuration or by editing a shift? Or would the same meeting added by an Activity Plan require separate Shift Trade configuration?
A way to think about this, is for each type of activity category you add using an Activity Plan, what would you want to happen if an agent tries to trade it away, or tries to take a shift of another agent containing that activity.
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Eric Hagaman
Product Management Director
Genesys - Employees
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Original Message:
Sent: 10-29-2024 21:49
From: Mitch Grinter
Subject: Activity Plan Items Blocking Shift Trade
Hi,
I had 2 agents attempting a shift trade.
Monday to Wednesday were fine, but Thurs and Fri wouldn't go through
Agent A had a 15 min meeting added via Activity Plan on Thursday, and Agent B had the same on Friday.
Shift trade settings allow for meetings to be replaced with On Queue, and manually added meetings haven't blocked trades, but the activity plan is all I can think of that might be causing it.
Has anybody experienced this, and is there a way around it?
#WorkforceManagement
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Mitch Grinter
Workforce Planner & Operational Analyst
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