Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi Paul, is this bug only affecting fixed availability sessions? I am not getting results with random scheduling as well. @Paul Wood

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi Jessica, 
yes, this was only for the fixed availability session, Activity Plans.

Are you seeing problems when you "run now" or during a Schedule Generation?
Something to check would be the service goal predictions and what you have set the Service Goal Impacts to in the BU and Service Goal Template configurations. If you are experiencing low service goals, due to staffing level challenges or high demand volumes, we might not be able to find valid times because the Service Goal Impacts are not flexible enough.

Paul

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

Original Message:
Sent: 10-03-2024 11:15
From: Jessica Moise
Subject: Activity Plan Setup

Hi Paul, is this bug only affecting fixed availability sessions? I am not getting results with random scheduling as well. @Paul Wood

------------------------------
Jessica Moise
MS Financing LLC

Original Message:
Sent: 09-20-2024 08:10
From: Paul Wood
Subject: Activity Plan Setup

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Thank you for the quick reply. @Paul Wood

It is during Schedule Generation. I checked the Activity Plan settings, I set it to favor scheduling all attendees. Do you mean regardless of the Service Goal settings, Genesys would not run Activity Plans if service goal is low? We did have volume increase within that BU recently.

I had to run all Activity Plans manually this morning to return results. Am I doing something wrong here? They should be part of the generation process. (One little thing, we had to delete 1 published schedule, after we set up the activity plans, would this interrupt anything?)

Let's assume they get generated successfully, does Genesys prioritize Work Plans or Activity Plans? We set up flexible offline activities in Work Plans, how to make sure we do not have to rearrange schedules to get the Activity Plans results?

Do you have a case number for the bug you mentioned above? My organization is about to migrate and would like to be aware of any development. Thanks!

------------------------------
Jessica Moise
MS Financing LLC

Original Message:
Sent: 10-03-2024 12:02
From: Paul Wood
Subject: Activity Plan Setup

Hi Jessica, 
yes, this was only for the fixed availability session, Activity Plans.

Are you seeing problems when you "run now" or during a Schedule Generation?
Something to check would be the service goal predictions and what you have set the Service Goal Impacts to in the BU and Service Goal Template configurations. If you are experiencing low service goals, due to staffing level challenges or high demand volumes, we might not be able to find valid times because the Service Goal Impacts are not flexible enough.

Paul

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

Original Message:
Sent: 10-03-2024 11:15
From: Jessica Moise
Subject: Activity Plan Setup

Hi Paul, is this bug only affecting fixed availability sessions? I am not getting results with random scheduling as well. @Paul Wood

------------------------------
Jessica Moise
MS Financing LLC

Original Message:
Sent: 09-20-2024 08:10
From: Paul Wood
Subject: Activity Plan Setup

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

With "favor scheduling all attendees" selected the Activity Plan will "ignore" the Service goals and look to schedule everyone as best as possible while returning the best service goals possible, which could result in a greatly reduced service goal prediction.

If you select "Favor service goals" the Activity Plan will only return sessions that don't result in a lower service goal prediction than the service goal impact configuration. 

Yes, this might be why the Activity Plan was not called. If you delete the schedule there is still an Activity Plan occurrence for the scheduled period. Due to the possible conflicts caused when generating multiple schedules for the same period, If there is already an Activity Plan Occurrence for the same period we "skip" that Activity Plan as it has already been used.

Deleting the schedule and Activity Plan occurrence before generating a new schedule should remedy this.

Yes, for ad-hoc Activity Plans the Work Plan Activities are already scheduled so the Activity Plan activities are secondary.

For schedule generation, it is a little more complicated. Everything is "thrown into the scheduling pot" and we solve for the best outcome. Within this, there are priorities of the various constraints. The scheduled shifts must adhere to the Work Plan constraints, using the shifts and activities within the work plan, Activity Plans are then "layered on top" during the times that service goals and Activity Plan constraints permit.

If you are running large numbers of Activity Plans you might need to adjust your service goal impact settings depending on how much headroom you have in the schedule to fit all the activities in.

For MUST-have activities, you might find a custom impact that allows the service goal to go slightly under your lowest threshold works best.

• default = allow service goal to be reduced by 10%
• MUST-have = allow service goal to be reduced by 20%

For NICE to have activities, you might find a custom impact that uses a tighter service goal range provides better overall results. 

• default = allow service goal to be reduced by 10%
•  NICE to have = allow service goal to be reduced by 5%

Thank you for the quick reply. @Paul Wood

It is during Schedule Generation. I checked the Activity Plan settings, I set it to favor scheduling all attendees. Do you mean regardless of the Service Goal settings, Genesys would not run Activity Plans if service goal is low? We did have volume increase within that BU recently.

I had to run all Activity Plans manually this morning to return results. Am I doing something wrong here? They should be part of the generation process. (One little thing, we had to delete 1 published schedule, after we set up the activity plans, would this interrupt anything?)

Let's assume they get generated successfully, does Genesys prioritize Work Plans or Activity Plans? We set up flexible offline activities in Work Plans, how to make sure we do not have to rearrange schedules to get the Activity Plans results?

Do you have a case number for the bug you mentioned above? My organization is about to migrate and would like to be aware of any development. Thanks!

------------------------------
Jessica Moise
MS Financing LLC

Original Message:
Sent: 10-03-2024 12:02
From: Paul Wood
Subject: Activity Plan Setup

Hi Jessica, 
yes, this was only for the fixed availability session, Activity Plans.

Are you seeing problems when you "run now" or during a Schedule Generation?
Something to check would be the service goal predictions and what you have set the Service Goal Impacts to in the BU and Service Goal Template configurations. If you are experiencing low service goals, due to staffing level challenges or high demand volumes, we might not be able to find valid times because the Service Goal Impacts are not flexible enough.

Paul

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

Original Message:
Sent: 10-03-2024 11:15
From: Jessica Moise
Subject: Activity Plan Setup

Hi Paul, is this bug only affecting fixed availability sessions? I am not getting results with random scheduling as well. @Paul Wood

------------------------------
Jessica Moise
MS Financing LLC

Original Message:
Sent: 09-20-2024 08:10
From: Paul Wood
Subject: Activity Plan Setup

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Paul, 

Is it possible to set the activity plan to simply place the activity on the schedule regardless of forecast, service level, other activity, etc.? In my organization, there are times that regardless of the call center activity, we must have a group of agents off queue for a mandatory meeting. The way activity plans are built currently, this feature is not useful to us as even when I change the settings on the SL, it still will not schedule all of the agents I need on the meeting. 

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi Laura, 

Using the following may help:

• Service Goal Impact setting "Favor scheduling all attendees"
• Configure Activity Codes as "Is interruptible"
  • This will allow for Activity Plan sessions to be scheduled over different activities.
• Session Availability
  • Adding a set date/time range will limit the search period for the activity.
  • When used in conjunction with other settings can "force" a set time for a must-have activity
    • This is still limited to general optimisation rules, agent availability, min/max group sizes, facilitator availability and cross-over with the agents.

With Activity Plans being designed to optimise and find the the best time for an activity to be scheduled. For must-have activities, it would be better to use either:

• Work Plan Activities
  • This will schedule an activity as part of the schedule generation process at the time stated.
• Schedule View - bulk activity tool
  • This will allow you to schedule the same activity for multiple agents without considering Service Goals

hope this helps,

Paul

Paul, 

Is it possible to set the activity plan to simply place the activity on the schedule regardless of forecast, service level, other activity, etc.? In my organization, there are times that regardless of the call center activity, we must have a group of agents off queue for a mandatory meeting. The way activity plans are built currently, this feature is not useful to us as even when I change the settings on the SL, it still will not schedule all of the agents I need on the meeting. 

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

@Laura Callaway, let me know if the activity plan options work!!

@Paul Wood  The downsides to the work arounds you mentioned: 

1) If I have 3 different shifts, but within those shifts, half of those shift agents go to huddle at one time and the other agents to go to huddle at a second time, I need a minimum of 6 different work plans.  This really starts to add up and be difficult to manage over time. 

2) Schedule View doesn't override "is interruptible" activities.  If an agent has been scheduled for break, meal, or another flexible activity during the "set time" the system just won't schedule for them NOR does it provide a notification that it was scheduled. 

In addition to the above, both of these processes are incredibly manual, requiring the WFM team to either build and maintain several work plans OR go into every day/week of a schedule to manually add potentially several activities. 

Hi Laura, 

Using the following may help:

• Service Goal Impact setting "Favor scheduling all attendees"
• Configure Activity Codes as "Is interruptible"
  • This will allow for Activity Plan sessions to be scheduled over different activities.
• Session Availability
  • Adding a set date/time range will limit the search period for the activity.
  • When used in conjunction with other settings can "force" a set time for a must-have activity
    • This is still limited to general optimisation rules, agent availability, min/max group sizes, facilitator availability and cross-over with the agents.

With Activity Plans being designed to optimise and find the the best time for an activity to be scheduled. For must-have activities, it would be better to use either:

• Work Plan Activities
  • This will schedule an activity as part of the schedule generation process at the time stated.
• Schedule View - bulk activity tool
  • This will allow you to schedule the same activity for multiple agents without considering Service Goals

hope this helps,

Paul

Paul, 

Is it possible to set the activity plan to simply place the activity on the schedule regardless of forecast, service level, other activity, etc.? In my organization, there are times that regardless of the call center activity, we must have a group of agents off queue for a mandatory meeting. The way activity plans are built currently, this feature is not useful to us as even when I change the settings on the SL, it still will not schedule all of the agents I need on the meeting. 

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

@Laura Callaway, let me know if the activity plan options work!!

@Paul Wood  The downsides to the work arounds you mentioned: 

1) If I have 3 different shifts, but within those shifts, half of those shift agents go to huddle at one time and the other agents to go to huddle at a second time, I need a minimum of 6 different work plans.  This really starts to add up and be difficult to manage over time. 

2) Schedule View doesn't override "is interruptible" activities.  If an agent has been scheduled for break, meal, or another flexible activity during the "set time" the system just won't schedule for them NOR does it provide a notification that it was scheduled. 

In addition to the above, both of these processes are incredibly manual, requiring the WFM team to either build and maintain several work plans OR go into every day/week of a schedule to manually add potentially several activities. 

Hi Laura, 

Using the following may help:

• Service Goal Impact setting "Favor scheduling all attendees"
• Configure Activity Codes as "Is interruptible"
  • This will allow for Activity Plan sessions to be scheduled over different activities.
• Session Availability
  • Adding a set date/time range will limit the search period for the activity.
  • When used in conjunction with other settings can "force" a set time for a must-have activity
    • This is still limited to general optimisation rules, agent availability, min/max group sizes, facilitator availability and cross-over with the agents.

With Activity Plans being designed to optimise and find the the best time for an activity to be scheduled. For must-have activities, it would be better to use either:

• Work Plan Activities
  • This will schedule an activity as part of the schedule generation process at the time stated.
• Schedule View - bulk activity tool
  • This will allow you to schedule the same activity for multiple agents without considering Service Goals

hope this helps,

Paul

Paul, 

Is it possible to set the activity plan to simply place the activity on the schedule regardless of forecast, service level, other activity, etc.? In my organization, there are times that regardless of the call center activity, we must have a group of agents off queue for a mandatory meeting. The way activity plans are built currently, this feature is not useful to us as even when I change the settings on the SL, it still will not schedule all of the agents I need on the meeting. 

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi Laura, 

Using the following may help:

• Service Goal Impact setting "Favor scheduling all attendees"
• Configure Activity Codes as "Is interruptible"
  • This will allow for Activity Plan sessions to be scheduled over different activities.
• Session Availability
  • Adding a set date/time range will limit the search period for the activity.
  • When used in conjunction with other settings can "force" a set time for a must-have activity
    • This is still limited to general optimisation rules, agent availability, min/max group sizes, facilitator availability and cross-over with the agents.

With Activity Plans being designed to optimise and find the the best time for an activity to be scheduled. For must-have activities, it would be better to use either:

• Work Plan Activities
  • This will schedule an activity as part of the schedule generation process at the time stated.
• Schedule View - bulk activity tool
  • This will allow you to schedule the same activity for multiple agents without considering Service Goals

hope this helps,

Paul

Paul, 

Is it possible to set the activity plan to simply place the activity on the schedule regardless of forecast, service level, other activity, etc.? In my organization, there are times that regardless of the call center activity, we must have a group of agents off queue for a mandatory meeting. The way activity plans are built currently, this feature is not useful to us as even when I change the settings on the SL, it still will not schedule all of the agents I need on the meeting. 

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Thank you, Paul, unfortunately the bulk activity is what we have to use for now. It is not optimal as it is a manual process and with 230 agents it can be cumbersome. Our old WFM system allowed us to set up reoccurring future dated activities that we set in place once and from there they auto generated on the schedules. It was nice to know the activity would generate and we didn't have to go through and validate that it was on every agent's schedule. I hope in time Genesys can offer a solution like this as well.

------------------------------
Laura Callaway
Application Analyst
St. Luke's Health System

Original Message:
Sent: 10-08-2024 05:39
From: Paul Wood
Subject: Activity Plan Setup

Hi Laura, 

Using the following may help:

• Service Goal Impact setting "Favor scheduling all attendees"
• Configure Activity Codes as "Is interruptible"
  • This will allow for Activity Plan sessions to be scheduled over different activities.
• Session Availability
  • Adding a set date/time range will limit the search period for the activity.
  • When used in conjunction with other settings can "force" a set time for a must-have activity
    • This is still limited to general optimisation rules, agent availability, min/max group sizes, facilitator availability and cross-over with the agents.

With Activity Plans being designed to optimise and find the the best time for an activity to be scheduled. For must-have activities, it would be better to use either:

• Work Plan Activities
  • This will schedule an activity as part of the schedule generation process at the time stated.
• Schedule View - bulk activity tool
  • This will allow you to schedule the same activity for multiple agents without considering Service Goals

hope this helps,

Paul

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

Original Message:
Sent: 10-07-2024 13:16
From: Laura Callaway
Subject: Activity Plan Setup

Paul, 

Is it possible to set the activity plan to simply place the activity on the schedule regardless of forecast, service level, other activity, etc.? In my organization, there are times that regardless of the call center activity, we must have a group of agents off queue for a mandatory meeting. The way activity plans are built currently, this feature is not useful to us as even when I change the settings on the SL, it still will not schedule all of the agents I need on the meeting. 

------------------------------
Laura Callaway
Application Analyst
St. Luke's Health System

Original Message:
Sent: 09-20-2024 08:10
From: Paul Wood
Subject: Activity Plan Setup

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi Laura,

I know that you have said there are times when you need to schedule a mandatory meeting, could you help me understand what types of meetings are mandatory and the rules around scheduling them?

thanks, this will greatly improve our understanding of how we can best support these use cases with future releases.

Paul

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

Original Message:
Sent: 10-09-2024 09:51
From: Laura Callaway
Subject: Activity Plan Setup

Thank you, Paul, unfortunately the bulk activity is what we have to use for now. It is not optimal as it is a manual process and with 230 agents it can be cumbersome. Our old WFM system allowed us to set up reoccurring future dated activities that we set in place once and from there they auto generated on the schedules. It was nice to know the activity would generate and we didn't have to go through and validate that it was on every agent's schedule. I hope in time Genesys can offer a solution like this as well.

------------------------------
Laura Callaway
Application Analyst
St. Luke's Health System

Original Message:
Sent: 10-08-2024 05:39
From: Paul Wood
Subject: Activity Plan Setup

Hi Laura, 

Using the following may help:

• Service Goal Impact setting "Favor scheduling all attendees"
• Configure Activity Codes as "Is interruptible"
  • This will allow for Activity Plan sessions to be scheduled over different activities.
• Session Availability
  • Adding a set date/time range will limit the search period for the activity.
  • When used in conjunction with other settings can "force" a set time for a must-have activity
    • This is still limited to general optimisation rules, agent availability, min/max group sizes, facilitator availability and cross-over with the agents.

With Activity Plans being designed to optimise and find the the best time for an activity to be scheduled. For must-have activities, it would be better to use either:

• Work Plan Activities
  • This will schedule an activity as part of the schedule generation process at the time stated.
• Schedule View - bulk activity tool
  • This will allow you to schedule the same activity for multiple agents without considering Service Goals

hope this helps,

Paul

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

Original Message:
Sent: 10-07-2024 13:16
From: Laura Callaway
Subject: Activity Plan Setup

Paul, 

Is it possible to set the activity plan to simply place the activity on the schedule regardless of forecast, service level, other activity, etc.? In my organization, there are times that regardless of the call center activity, we must have a group of agents off queue for a mandatory meeting. The way activity plans are built currently, this feature is not useful to us as even when I change the settings on the SL, it still will not schedule all of the agents I need on the meeting. 

------------------------------
Laura Callaway
Application Analyst
St. Luke's Health System

Original Message:
Sent: 09-20-2024 08:10
From: Paul Wood
Subject: Activity Plan Setup

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

We have staff meetings that we require all staff to attend. Sometimes these are scheduled outside of the agents normal hours, sometimes they are scheduled in middle of the day, it depends on the team they are on. In these cases, however, we need specific agents to attend a specific meeting date/time, regardless of the business need. Being in healthcare, we have a unique call center that is centered around patient care, not metrics. (Granted metrics are still important to provide excellent patient care, but we will never rush a patient off of the phone to get to another call.) It would be ideal to have an option for activity plans to schedule all agents regardless of activity they are on.

Hi Laura,

I know that you have said there are times when you need to schedule a mandatory meeting, could you help me understand what types of meetings are mandatory and the rules around scheduling them?

thanks, this will greatly improve our understanding of how we can best support these use cases with future releases.

Paul

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

Original Message:
Sent: 10-09-2024 09:51
From: Laura Callaway
Subject: Activity Plan Setup

Thank you, Paul, unfortunately the bulk activity is what we have to use for now. It is not optimal as it is a manual process and with 230 agents it can be cumbersome. Our old WFM system allowed us to set up reoccurring future dated activities that we set in place once and from there they auto generated on the schedules. It was nice to know the activity would generate and we didn't have to go through and validate that it was on every agent's schedule. I hope in time Genesys can offer a solution like this as well.

------------------------------
Laura Callaway
Application Analyst
St. Luke's Health System

Original Message:
Sent: 10-08-2024 05:39
From: Paul Wood
Subject: Activity Plan Setup

Hi Laura, 

Using the following may help:

• Service Goal Impact setting "Favor scheduling all attendees"
• Configure Activity Codes as "Is interruptible"
  • This will allow for Activity Plan sessions to be scheduled over different activities.
• Session Availability
  • Adding a set date/time range will limit the search period for the activity.
  • When used in conjunction with other settings can "force" a set time for a must-have activity
    • This is still limited to general optimisation rules, agent availability, min/max group sizes, facilitator availability and cross-over with the agents.

With Activity Plans being designed to optimise and find the the best time for an activity to be scheduled. For must-have activities, it would be better to use either:

• Work Plan Activities
  • This will schedule an activity as part of the schedule generation process at the time stated.
• Schedule View - bulk activity tool
  • This will allow you to schedule the same activity for multiple agents without considering Service Goals

hope this helps,

Paul

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

Original Message:
Sent: 10-07-2024 13:16
From: Laura Callaway
Subject: Activity Plan Setup

Paul, 

Is it possible to set the activity plan to simply place the activity on the schedule regardless of forecast, service level, other activity, etc.? In my organization, there are times that regardless of the call center activity, we must have a group of agents off queue for a mandatory meeting. The way activity plans are built currently, this feature is not useful to us as even when I change the settings on the SL, it still will not schedule all of the agents I need on the meeting. 

------------------------------
Laura Callaway
Application Analyst
St. Luke's Health System

Original Message:
Sent: 09-20-2024 08:10
From: Paul Wood
Subject: Activity Plan Setup

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

This is exactly our situation as well. We have training activities that have specific dates/times that our training team has as a reoccurring training session. Our team huddles and agent coaching sessions are also scheduled every 2 weeks on the same weekday & time. Regardless of metrics, these have to get scheduled in. Right now, it's all very time consuming to manually input activities into each schedule generation.   

We have staff meetings that we require all staff to attend. Sometimes these are scheduled outside of the agents normal hours, sometimes they are scheduled in middle of the day, it depends on the team they are on. In these cases, however, we need specific agents to attend a specific meeting date/time, regardless of the business need. Being in healthcare, we have a unique call center that is centered around patient care, not metrics. (Granted metrics are still important to provide excellent patient care, but we will never rush a patient off of the phone to get to another call.) It would be ideal to have an option for activity plans to schedule all agents regardless of activity they are on.

Hi Laura,

I know that you have said there are times when you need to schedule a mandatory meeting, could you help me understand what types of meetings are mandatory and the rules around scheduling them?

thanks, this will greatly improve our understanding of how we can best support these use cases with future releases.

Paul

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

Original Message:
Sent: 10-09-2024 09:51
From: Laura Callaway
Subject: Activity Plan Setup

Thank you, Paul, unfortunately the bulk activity is what we have to use for now. It is not optimal as it is a manual process and with 230 agents it can be cumbersome. Our old WFM system allowed us to set up reoccurring future dated activities that we set in place once and from there they auto generated on the schedules. It was nice to know the activity would generate and we didn't have to go through and validate that it was on every agent's schedule. I hope in time Genesys can offer a solution like this as well.

------------------------------
Laura Callaway
Application Analyst
St. Luke's Health System

Original Message:
Sent: 10-08-2024 05:39
From: Paul Wood
Subject: Activity Plan Setup

Hi Laura, 

Using the following may help:

• Service Goal Impact setting "Favor scheduling all attendees"
• Configure Activity Codes as "Is interruptible"
  • This will allow for Activity Plan sessions to be scheduled over different activities.
• Session Availability
  • Adding a set date/time range will limit the search period for the activity.
  • When used in conjunction with other settings can "force" a set time for a must-have activity
    • This is still limited to general optimisation rules, agent availability, min/max group sizes, facilitator availability and cross-over with the agents.

With Activity Plans being designed to optimise and find the the best time for an activity to be scheduled. For must-have activities, it would be better to use either:

• Work Plan Activities
  • This will schedule an activity as part of the schedule generation process at the time stated.
• Schedule View - bulk activity tool
  • This will allow you to schedule the same activity for multiple agents without considering Service Goals

hope this helps,

Paul

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

Original Message:
Sent: 10-07-2024 13:16
From: Laura Callaway
Subject: Activity Plan Setup

Paul, 

Is it possible to set the activity plan to simply place the activity on the schedule regardless of forecast, service level, other activity, etc.? In my organization, there are times that regardless of the call center activity, we must have a group of agents off queue for a mandatory meeting. The way activity plans are built currently, this feature is not useful to us as even when I change the settings on the SL, it still will not schedule all of the agents I need on the meeting. 

------------------------------
Laura Callaway
Application Analyst
St. Luke's Health System

Original Message:
Sent: 09-20-2024 08:10
From: Paul Wood
Subject: Activity Plan Setup

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi Paul,

Do we have an ETA for the bug fix for this?

I have the same issue with setting up fortnightly sessions (same day and time every 2 weeks) where the first session appears correctly in the first weeks schedule, but then repeats the next week in another schedule run. If I run 2 weeks schedules together, no issue. If I run 4 weeks together, the first occurrence is correct and the second isn't. Hopefully this helps with the use cases to fix for.

Cheers, Chris

------------------------------
Chris Perry
NTT New Zealand Limited

Original Message:
Sent: 09-20-2024 08:10
From: Paul Wood
Subject: Activity Plan Setup

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi Chris, 

yes, this fix has been rolled out.

Without seeing your Activity Plan configuration I can only make a few general suggestions/comment on the scenario that you are trying to create.

Using a 2-week occurrence setting the Activity Plan will look for the optimal time during the 2 weeks to schedule the session.

This could result in any day/time rather than a set 2 weeks, for example:

• Session 1 is scheduled on Tuesday week 1 and Session 2 is scheduled on Friday week 4
• Session 1 is scheduled on the Sunday of week 2 and Session 2 is scheduled on Monday week 3

both of these are valid as the Activity Plan found a session in occurrence 1 (weeks 1 and 2) and occurrence 2 (weeks 3 and 4)

To distribute these sessions more in line with what you are looking for you could use the Session Availability setting to limit the search period to a specific day in the week or date in the occurrence.

To help further with your scenario I have created the Idea:
Increase the maximum number of days between Activity Plan occurrence sessions

which is linked to:
Activity Plan Improvements to Enhance Usability

Please take a look at the above ideas and add your votes and comments.

Paul

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

Original Message:
Sent: 10-08-2024 18:53
From: Chris Perry
Subject: Activity Plan Setup

Hi Paul,

Do we have an ETA for the bug fix for this?

I have the same issue with setting up fortnightly sessions (same day and time every 2 weeks) where the first session appears correctly in the first weeks schedule, but then repeats the next week in another schedule run. If I run 2 weeks schedules together, no issue. If I run 4 weeks together, the first occurrence is correct and the second isn't. Hopefully this helps with the use cases to fix for.

Cheers, Chris

------------------------------
Chris Perry
NTT New Zealand Limited

Original Message:
Sent: 09-20-2024 08:10
From: Paul Wood
Subject: Activity Plan Setup

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi @Paul Wood!  We are still having a problem with Activity Plans that have a 2 week rotation and are at a Fixed Day and Time.  It is not following an every other week cadence.  We thought it might have something to do with the fact that, the Initial Schedule Period changed from a single week to two weeks when we set the reoccurrence at every two weeks but there is no way we can change it.  

Hi Chris, 

yes, this fix has been rolled out.

Without seeing your Activity Plan configuration I can only make a few general suggestions/comment on the scenario that you are trying to create.

Using a 2-week occurrence setting the Activity Plan will look for the optimal time during the 2 weeks to schedule the session.

This could result in any day/time rather than a set 2 weeks, for example:

• Session 1 is scheduled on Tuesday week 1 and Session 2 is scheduled on Friday week 4
• Session 1 is scheduled on the Sunday of week 2 and Session 2 is scheduled on Monday week 3

both of these are valid as the Activity Plan found a session in occurrence 1 (weeks 1 and 2) and occurrence 2 (weeks 3 and 4)

To distribute these sessions more in line with what you are looking for you could use the Session Availability setting to limit the search period to a specific day in the week or date in the occurrence.

To help further with your scenario I have created the Idea:
Increase the maximum number of days between Activity Plan occurrence sessions

which is linked to:
Activity Plan Improvements to Enhance Usability

Please take a look at the above ideas and add your votes and comments.

Paul

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

Original Message:
Sent: 10-08-2024 18:53
From: Chris Perry
Subject: Activity Plan Setup

Hi Paul,

Do we have an ETA for the bug fix for this?

I have the same issue with setting up fortnightly sessions (same day and time every 2 weeks) where the first session appears correctly in the first weeks schedule, but then repeats the next week in another schedule run. If I run 2 weeks schedules together, no issue. If I run 4 weeks together, the first occurrence is correct and the second isn't. Hopefully this helps with the use cases to fix for.

Cheers, Chris

------------------------------
Chris Perry
NTT New Zealand Limited

Original Message:
Sent: 09-20-2024 08:10
From: Paul Wood
Subject: Activity Plan Setup

Hi Miguel, 

this week we have found a bug around fixed Session Availability that results in the Activity Plan not returning any valid sessions.

We are working on a fix for this and should have an update as soon as possible.

I've also raised the issue with the documentation as this should be a note to advise that you can't change those settings.

If you would like to add your comments to the ideas for future enhancements they are all listed under:

Activity Plan Improvements to Enhance Usability

Apologies for the inconvenience,

Paul

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

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

I find a similar issue... 

I set up an activity plan on 07/ Jan /2025 - 5 agents - a Team meeting -every Tuesday from 1000-1100 - and i set the recurrence every four weeks - so the next schedule for this activity should be on 04 / Feb/2025

Now when i generate schedules every week from 07/01 - 04/02 - every week has this team meeting occurring now. I think the "recurrence" function is not working properly.. it puts a team meeting every week from the 7th Jan 2025 

Or am i doing something wrong there?

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

Hi Savio, 
please can you raise a care ticket so that one of the team can review your configuration and help troubleshoot the issue that you are having.

Paul

I find a similar issue... 

I set up an activity plan on 07/ Jan /2025 - 5 agents - a Team meeting -every Tuesday from 1000-1100 - and i set the recurrence every four weeks - so the next schedule for this activity should be on 04 / Feb/2025

Now when i generate schedules every week from 07/01 - 04/02 - every week has this team meeting occurring now. I think the "recurrence" function is not working properly.. it puts a team meeting every week from the 7th Jan 2025 

Or am i doing something wrong there?

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

@Paul Wood I was told that the reoccurrence feature did not work as we expected and that it wsa not a configuration thing but rather limitation of the was the Activity Plans work.   Are you stating now that I should open a ticket? 

Hi Savio, 
please can you raise a care ticket so that one of the team can review your configuration and help troubleshoot the issue that you are having.

Paul

I find a similar issue... 

I set up an activity plan on 07/ Jan /2025 - 5 agents - a Team meeting -every Tuesday from 1000-1100 - and i set the recurrence every four weeks - so the next schedule for this activity should be on 04 / Feb/2025

Now when i generate schedules every week from 07/01 - 04/02 - every week has this team meeting occurring now. I think the "recurrence" function is not working properly.. it puts a team meeting every week from the 7th Jan 2025 

Or am i doing something wrong there?

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

Hi Savio, 
please can you raise a care ticket so that one of the team can review your configuration and help troubleshoot the issue that you are having.

Paul

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

Original Message:
Sent: 12-04-2024 18:55
From: Savio Miranda
Subject: Activity Plan Setup

I find a similar issue... 

I set up an activity plan on 07/ Jan /2025 - 5 agents - a Team meeting -every Tuesday from 1000-1100 - and i set the recurrence every four weeks - so the next schedule for this activity should be on 04 / Feb/2025

Now when i generate schedules every week from 07/01 - 04/02 - every week has this team meeting occurring now. I think the "recurrence" function is not working properly.. it puts a team meeting every week from the 7th Jan 2025 

Or am i doing something wrong there?

------------------------------
Savio Miranda

Original Message:
Sent: 09-19-2024 15:23
From: Miguel Morales
Subject: Activity Plan Setup

Hi community!

When running the Activity Plan setup for a team huddle, I am finding that it will not always follow a 2 week recurrence.  

Example: I am setting up a 15 minute team huddle meeting that occurs every 2 weeks, on a Friday, at the same time, 1:30pm. Starting this the week of 09/29,

the meetings should be scheduled every other Friday, therefore the first scheduled meeting falls on 10/04. The next meeting should be 10/18 BUT it jumps to the 3rd week scheduling on 10/25. 

Also, I noticed that some weeks I will not get any sessions scheduled. The schedule has not been changed and no activities interfere with the activity planning. I have deleted that session and go to rerun the plan only to have it schedule in but it randomly remove another week's session. 

My last observation is that the Genesys documentation shows we can edit the recurrence but my settings has that part grayed out. after creating the activity plan. 

Does anyone have any experience with this? 

#Scheduling

------------------------------
Miguel Morales
Advocate Health
------------------------------