Hey Petek,
Thanks for reaching out about Activity Plans. I can hopefully help with some of your queries right away. Some of the others I might need some extra clarification for. Let's take a look at your scenarios:
Scenario 1:
This scenario can be achieved using Activity Plans, but it is not what they are best suited for. Activity Plans are designed to find an optimal placement for an activity within a window, while minimising impact to service goals. They work particularly well for activities such as "some time this week" or "once this month", where flexibility exists and the system can choose the least disruptive slot.
For activities with hard constraints on when they occur, such as fixed days and fixed start times, a Work Plan is usually a better and more predictable fit.
Using Activity Plans for this scenario
If you choose to use Activity Plans, the configuration needs to be very deliberate.
To support two 20 minute meetings per week at 13:45 or 14:10 on Tuesday and Thursday, while ensuring only part of the team is scheduled at any one time, you would need:
- Session Availability configured to explicitly define the allowed meeting start times
This is essential. Session Availability restricts Activity Plans to only those specific times. Without it, the optimiser will attempt to place the activity anywhere within a broader window.
- Recurrence settings configured to achieve the required cadence
This can be done either within a single Activity Plan by setting the appropriate number of occurrences and spacing, or by splitting the requirement across multiple Activity Plans.
- Maximum group size on the activity
This ensures that only a subset of the team is scheduled into any single session, preventing the entire group from being off queue at the same time.
Service goals
It is possible to override service goals for an Activity Plan. However, given that you have stated you do not want the entire team off queue at the same time, overriding service goals would work against that objective and would not be appropriate in this case.
Because Activity Plans prioritise protecting service goals by default, narrowing the available window and adding session constraints can reduce the likelihood that every desired session is fully populated. This behaviour is expected.
Recommendation
While this can be achieved using Activity Plans, best practice for this scenario is a Work Plan, as the timing is fixed and predictable. Activity Plans are better suited to activities where flexibility exists and optimisation is the goal.
Scenario 2:
This scenario can be handled well by Activity Plans, provided the correct combination of recurrence, group sizing and service goal behaviour is used.
The symptoms you describe, partial attendance and multiple sessions, typically occur when one of these elements is missing or misconfigured.
Core configuration required
To schedule a single team wide meeting on a monthly cadence, you should configure:
This establishes the cadence and ensures the activity is only placed once per month.
The minimum group size should be set to more than 50 percent of the intended attendees, which prevents Activity Plans from splitting the meeting into multiple instances.
For example, if the team has 10 attendees, the minimum group size should be set to 6.
This guarantees that a single meeting is created each month. It does not guarantee that every individual will be scheduled into that meeting.
Managing service goal impact
Because you want the entire team to attend the meeting at the same time, some impact to service goals is typically unavoidable. Activity Plans provides two options under Service Goal Override to manage this.
1. Override the service goal
Enabling Customize Service Goal Impact allows you to define custom thresholds for service level, average speed of answer and abandonment rate. This tells Activity Plans it is acceptable for this activity to have a greater service impact than the Business Unit defaults. This is usually the preferred option for team meetings.
2. Favor scheduling all attendees
This option tells Activity Plans to ignore service goals entirely. It further increases the likelihood that all users will be scheduled, but removes all coverage guardrails and should be used very selectively.
Important note
Activity Plans will not manufacture availability. If some users are unavailable due to time off, other fixed activities or hard constraints, they may still be excluded from the session.
That said, using monthly recurrence, an appropriate minimum group size and a suitable service goal override will prevent the meeting from being split into multiple sessions or scheduled inconsistently.
Scenario 3:
You mentioned this wasn't working for you. Could you go into a bit more detail about where this is falling down? Activity Plans should be able to handle this scenario reasonably well. I'm happy to give you some pointers if you can let me know what you're seeing vs what you expect.
Two Slots
You mentioned two slots being created? Can you go into a little more detail about this? It should not be possible for Activity Plans to generate two slots for the same person at the same time. If this were the case I would encourage you to raise a ticket with customer care.
Selecting Work Teams
You mentioned the desire to manage users better. We have active work in flight that will provide more powerful ways to make user selections for Activity Plans. One of these options will allow for Work Teams to be selected directly. You should see these features arrive a little later this year.
I hope that helps.
Cheers,
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Paul Turner
Senior Product Manager
Genesys - Employees
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Original Message:
Sent: 01-29-2026 07:00
From: Petek Caranzi
Subject: Activity Plans
Hi all,
I would like to integrate Activity Plan into my plan; however, it's not working out the way I want. Can someone tell me what I am doing wrong?
Starting point: I have one Business Unit and two Management Units. There are 10 work teams. Each work team has different activities that need to be planned.
Example Working Team 1: Two meetings per week, each lasting 20 minutes, on Tuesday and Thursday at either 13:45 or 14:10. To ensure that not the entire group is absent from On Queue at the same time, the team needs to be split into smaller groups.
Example Working Team 2: One team meeting per month. The entire team must have the meeting scheduled at the same time and date.
Example Working Team 3: Every two months, a 45-minute meeting must be scheduled for each individual team member in this group.
With my previous attempts, I haven't been able to set up meetings every two months as needed. The meetings that should be scheduled for the entire group at the same time also don't work as intended: sometimes only part of the group is included, or the meetings are scheduled on different days. Even though, when checking the plan manually, there are several days when the whole group would be available, these opportunities are not used. Additionally, there have been instances where two slots were scheduled for the same person at the same time, which shouldn't happen.
PS: You can't select work groups directly. Of course, I manage this using include and exclude user. That's not the issue, although I do think that Genesys should optimize this within activity plans as well.
I would be very grateful for any support or exchange of experiences. It would save me a lot of work.
Thanks
Petek
#WFMConfiguration,BestPractices
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Petek Caranzi
Business Development Specialist
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