Workforce Engagement Management

Hi there,

I was wondering if anyone else has been experiencing issues with scheduling manually (meetings) and scheduling through activity plans..

I have noticed over the past month or two that my recurring activity plans returns with zero results - thus impacting future plan generations if there is one issue. This in turn creates more work on my end as I need to manually schedule everything I had in my plans.  Another item I noticed is when I manually schedule a meeting through the schedule itself (add activity to agents), the dates/times that is showing are available for that activity will allow for doublebooking. I have all meetings set to not interruptible.  Just today, I had a Supervisor booked (via activity plan) for a meeting 6/18 from 10-10:45am.  When they asked for an additional meeting (with a different agent), the time I was offered was 6/18 from 10-10:45am. Wouldn't the scheduling wizard prevent that overlap from happening? Is there a setting I'm missing that needs to be turned on?  

My settings for my activity code:

Another example - a Supervisor is scheduled for a 2-hour training (training code set to not interruptible) from 9-11am on 6/25. When I go to manually schedule a 1:1 with that Supervisor & a member of their team - it shows 8:30am to 12pm as available options. Shouldn't that time frame be excluded from the results since there is an activity code that it not interruptible on the Supervisor's schedule? 

#ScheduleGeneration
#ScheduleManagement
#WFMConfiguration,BestPractices

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Jacqueline Turner
Workflow Coordinator
NYCM Insurance
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Hi Jacqueline,

Thanks for reaching out. What you're describing appears to break down into two separate topics:

1. Activity Plans recurring scheduling and optimisation
2. Interruptible activities and the Schedule Editor

For the first issue, there are a number of reasons why Activity Plans may not return sessions during recurring runs. Activity Plans considers factors such as service goal impact, session availability windows, facilitator and attendee conflicts, maximum sessions per occurrence, and minimum group size requirements. When recurrence is involved, there are also additional constraints around the time between sessions and the schedule publication patterns available during the recurrence period.

Based on your description, I suspect there may be a configuration constraint preventing the sessions from being scheduled as expected. If you're happy to share more details about the Activity Plan configuration and the schedules available during the expected recurrence windows, I'd be happy to help identify where constraints may be conflicting. Feel free to post the details here or contact me directly at: paul.turner@genesys.com

The second topic relates to how interruptible activities work within Genesys Cloud. The interruptible flag only applies to external activities. Currently, these are Coaching, Learning, Opportunities, and Activity Plans. The flag determines whether those features can interrupt an existing activity when searching for available time in an agent's schedule.

However, the interruptible setting does not apply to the "Add Activity to Agents" function within the Schedule Editor. That tool follows a different scheduling path and uses staffing difference (forecasted versus scheduled staffing) when determining where activities can be placed. As a result, it can schedule over activities coded as On Queue, Off Queue, Meeting, or Training regardless of whether those activities would be considered interruptible by Activity Plans.

As an additional point, we recognise that it is not always easy to understand why an Activity Plan booking was not made or what changes are needed to make it schedulable. We are actively working on enhancements that will provide greater visibility into scheduling decisions and make it easier to identify and resolve scheduling constraints directly within Activity Plans. You can find these enhancements on the Genesys ideas portal:

Genesys Cloud Ideas Portal - Reasons attendee cannot be scheduled

 

Cheers,

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Paul Turner
Senior Product Manager
Genesys - Employees
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