Workforce Engagement Management

Hi everyone! 

I'm working with activity plans in Genesys Cloud and noticed some differences in the buffer time: 

• When I set the session duration to 20 minutes, I get a 40-minute buffer. 
• But when I use 30 minutes, the buffer is only 30 minutes. 
• I've also tried that 15-minute sessions are considered best practice.

Can anyone explain why the buffer behaves differently depending on session length? And is there any official guidance or document that explains this logic? 

Thanks in advance! 

#Workforce Management

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Watanaphon Adomat
Analyst
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Hi @Watanaphon Adomat, 

Sessions are scheduled based on the Service Goal Impact:

https://help.mypurecloud.com/articles/service-goal-impacts-overview/

along with the Attendee Availability, Facilitator Availability, Session Availability constraints and minimum/maximum group sizes. 

The only constraint that affects the "buffer" is the Transition Time (on the facilitator tab), which provides a "buffer" between sessions scheduled with the same facilitator so that they have a break between sessions.

In your example/experience, the 2 sessions will have been scheduled at the best start time that meets all requirements, rather than being "padded" by a set amount of time. 

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Hi Paul, @Paul Wood

Thank you so much for the detailed explanation and helpful link! 

That really clears things up for me. I appreciate your time and support! 

Best,

Pang :) 

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Watanaphon Adomat
Analyst
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Original Message:
Sent: 07-29-2025 10:45
From: Paul Wood
Subject: Activity Plans

Hi @Watanaphon Adomat, 

Sessions are scheduled based on the Service Goal Impact:

https://help.mypurecloud.com/articles/service-goal-impacts-overview/

along with the Attendee Availability, Facilitator Availability, Session Availability constraints and minimum/maximum group sizes. 

The only constraint that affects the "buffer" is the Transition Time (on the facilitator tab), which provides a "buffer" between sessions scheduled with the same facilitator so that they have a break between sessions.

In your example/experience, the 2 sessions will have been scheduled at the best start time that meets all requirements, rather than being "padded" by a set amount of time. 

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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