Workforce Engagement Management

Hello GC Community,

I'm having some difficulty with setting up a recurring activity plan and I think I may be missing something. For reference, my team generates weekly schedules individually rather than using a scheduling period or month timeframe. 

What I'm trying to accomplish: Our agents are currently scheduled for 1-hour individual training session each month. No specific times/dates; as long as it's completed by EOM. Ideally, this training time would occur once per month for each team member.

I have the plan set up with a recurrence of every 4 weeks, and a minimum time between occurrences of 3 weeks. No other settings or changes to Attendees, Service Goal Override, or Session Availability. 

Rather than spreading out team members across 4 schedules, sessions are being added for each team member on every generated schedule. I thought this may be due to only one schedule being generated for the occurrence period, but this is happening even when we have 4 published schedules and generate a new schedule after running the plan for the first time. Regardless of the recurrence, it will add sessions for each team member on each new schedule generation.

 
Any guidance on this would be much appreciated!

Eric

Hi Eric,

Well if you just generating 4 schedules each one week - it is expected from point of view.
But if you create 1st week schedule which is fall under your 4 weeks reoccurrence rules, then publish it, and after created second week schedule which is also belong to the same 4 weeks interval - to me it is sound like a defect.
Have you had customer care case created to report this behaviour?

And before you had confirmation whatever it is by design or defect - maybe it make sense to try workaround like:
a) Run 4 weeks schedule scenarios to match reoccurrence rules for your AP?
What do you think about it?
b) Or try to split that AP on 4 x AP, each to have starting date difference by one week and keep the remaining configuration same. Also split your agents between these 4 AP.

How many agents required to have this monthly meeting to occur?

Thanks,
Best Regards,

Hello GC Community,

I'm having some difficulty with setting up a recurring activity plan and I think I may be missing something. For reference, my team generates weekly schedules individually rather than using a scheduling period or month timeframe. 

What I'm trying to accomplish: Our agents are currently scheduled for 1-hour individual training session each month. No specific times/dates; as long as it's completed by EOM. Ideally, this training time would occur once per month for each team member.

I have the plan set up with a recurrence of every 4 weeks, and a minimum time between occurrences of 3 weeks. No other settings or changes to Attendees, Service Goal Override, or Session Availability. 

Rather than spreading out team members across 4 schedules, sessions are being added for each team member on every generated schedule. I thought this may be due to only one schedule being generated for the occurrence period, but this is happening even when we have 4 published schedules and generate a new schedule after running the plan for the first time. Regardless of the recurrence, it will add sessions for each team member on each new schedule generation.

 
Any guidance on this would be much appreciated!

Eric

Hey Dmitriy,

Thank you for your reply. My team has just started to incorporate Activity Plans, so I wasn't sure if this was an error on my part or the system's.

We typically have weekly schedules published 4 weeks in advance, so I attempted to match this schedule with the activity plan. These were my results:

1. Published schedules 06/01-06/08, 06/08-06/15, 06/15-06/22, 06/22-06/29.
2. Ran Activity Plan, results were as expected; agents scheduled across 4 weeks.
3. Generated schedule 06/29-07/06 - no agents scheduled
4. Generated schedule 07/06-07/13 - 1 agent scheduled
5. Generated schedule 07/13-07/20 - all agents scheduled
6. Generated schedule 07/20-07/27 - all agents scheduled

This seems like an error with the system, as we would've expected the AP to spread agents across the second 4-week interval.

We have around 60 agents across 2 business units who would need this recurring training added, so it would be ideal if we could have a single Activity Plan for each, but I'm open to trying your second workaround if you thought that would work best.

Thank you,

------------------------------
Eric Beam
SELCO Community Credit Union
Scheduling & Systems Specialist

Original Message:
Sent: 05-13-2026 05:54
From: Dmitriy Vakulenko
Subject: Activity Plans - Recurring Monthly Activity

Hi Eric,

Well if you just generating 4 schedules each one week - it is expected from point of view.
But if you create 1st week schedule which is fall under your 4 weeks reoccurrence rules, then publish it, and after created second week schedule which is also belong to the same 4 weeks interval - to me it is sound like a defect.
Have you had customer care case created to report this behaviour?

And before you had confirmation whatever it is by design or defect - maybe it make sense to try workaround like:
a) Run 4 weeks schedule scenarios to match reoccurrence rules for your AP?
What do you think about it?
b) Or try to split that AP on 4 x AP, each to have starting date difference by one week and keep the remaining configuration same. Also split your agents between these 4 AP.

How many agents required to have this monthly meeting to occur?

Thanks,
Best Regards,

------------------------------
Dmitriy Vakulenko
WFM Senior Product Manager

Original Message:
Sent: 05-12-2026 17:26
From: Eric Beam
Subject: Activity Plans - Recurring Monthly Activity

Hello GC Community,

I'm having some difficulty with setting up a recurring activity plan and I think I may be missing something. For reference, my team generates weekly schedules individually rather than using a scheduling period or month timeframe. 

What I'm trying to accomplish: Our agents are currently scheduled for 1-hour individual training session each month. No specific times/dates; as long as it's completed by EOM. Ideally, this training time would occur once per month for each team member.

I have the plan set up with a recurrence of every 4 weeks, and a minimum time between occurrences of 3 weeks. No other settings or changes to Attendees, Service Goal Override, or Session Availability. 

Rather than spreading out team members across 4 schedules, sessions are being added for each team member on every generated schedule. I thought this may be due to only one schedule being generated for the occurrence period, but this is happening even when we have 4 published schedules and generate a new schedule after running the plan for the first time. Regardless of the recurrence, it will add sessions for each team member on each new schedule generation.

 
Any guidance on this would be much appreciated!

Eric

#ScheduleGeneration
#ScheduleManagement
#WFMConfiguration,BestPractices

------------------------------
Eric Beam
SELCO Community Credit Union
Scheduling & Systems Specialist
------------------------------

Hey Eric,

Thanks for the detailed example, that really helps. There isn't a system error here, but I can understand how having a bit more context on how Activity Plans work makes this behaviour clearer.

Activity Plans make scheduling decisions based on the schedules that exist at the time they run. If only part of the intended timeframe is available, the plan will try to place sessions within that window in order to meet the requirement for each attendee.

In your example:

• When you had 4 weeks of schedules published (06/01–06/29), the Activity Plan could see the full window and spread agents as expected.
• As new schedules are generated week by week, each one is evaluated with limited forward visibility.
• Once agents become eligible again, the plan schedules them into the time it can see, which leads to the clustering you're seeing.

So rather than distributing across a future 4-week period, it's optimising within whatever portion of the schedule is currently available.

Approach

If your goal is "1 session per agent per month, any time before EOM", the key is to give the Activity Plan the full window it needs to distribute across.

Run against a complete scheduling window

• Publish your full 4-week block first
• Then run the Activity Plan once across that period
• Avoid re-running it as additional weekly schedules are generated. Activity Plans can be marked as Inactive if you want to prevent them running with Schedule Generation.
  
  

Alternatively, if possible, use monthly scheduling periods (recommended)

• Generate and publish schedules for the full month
• Run the Activity Plan once against that month

This gives the Activity Plan full visibility and tends to produce a more even spread. The more context the Activity Plan has to work with, the better the optimisation that can occur.

If you move away from "any time before EOM" and need more control, you could also consider splitting agents into cohorts across separate plans and staggering them week by week. This will give you more predictable results, at the cost of a bit more setup and slightly less optimisation.

I hope this helps. Let me know if you have any other questions, or if there's anything you'd like to see improved within Activity Plans. We're always keen to take on feedback.

Cheers,

------------------------------
Paul Turner
Senior Product Manager
Genesys - Employees

Original Message:
Sent: 05-13-2026 11:37
From: Eric Beam
Subject: Activity Plans - Recurring Monthly Activity

Hey Dmitriy,

Thank you for your reply. My team has just started to incorporate Activity Plans, so I wasn't sure if this was an error on my part or the system's.

We typically have weekly schedules published 4 weeks in advance, so I attempted to match this schedule with the activity plan. These were my results:

1. Published schedules 06/01-06/08, 06/08-06/15, 06/15-06/22, 06/22-06/29.
2. Ran Activity Plan, results were as expected; agents scheduled across 4 weeks.
3. Generated schedule 06/29-07/06 - no agents scheduled
4. Generated schedule 07/06-07/13 - 1 agent scheduled
5. Generated schedule 07/13-07/20 - all agents scheduled
6. Generated schedule 07/20-07/27 - all agents scheduled

This seems like an error with the system, as we would've expected the AP to spread agents across the second 4-week interval.

We have around 60 agents across 2 business units who would need this recurring training added, so it would be ideal if we could have a single Activity Plan for each, but I'm open to trying your second workaround if you thought that would work best.

Thank you,

------------------------------
Eric Beam
SELCO Community Credit Union
Scheduling & Systems Specialist

Original Message:
Sent: 05-13-2026 05:54
From: Dmitriy Vakulenko
Subject: Activity Plans - Recurring Monthly Activity

Hi Eric,

Well if you just generating 4 schedules each one week - it is expected from point of view.
But if you create 1st week schedule which is fall under your 4 weeks reoccurrence rules, then publish it, and after created second week schedule which is also belong to the same 4 weeks interval - to me it is sound like a defect.
Have you had customer care case created to report this behaviour?

And before you had confirmation whatever it is by design or defect - maybe it make sense to try workaround like:
a) Run 4 weeks schedule scenarios to match reoccurrence rules for your AP?
What do you think about it?
b) Or try to split that AP on 4 x AP, each to have starting date difference by one week and keep the remaining configuration same. Also split your agents between these 4 AP.

How many agents required to have this monthly meeting to occur?

Thanks,
Best Regards,

------------------------------
Dmitriy Vakulenko
WFM Senior Product Manager

Original Message:
Sent: 05-12-2026 17:26
From: Eric Beam
Subject: Activity Plans - Recurring Monthly Activity

Hello GC Community,

I'm having some difficulty with setting up a recurring activity plan and I think I may be missing something. For reference, my team generates weekly schedules individually rather than using a scheduling period or month timeframe. 

What I'm trying to accomplish: Our agents are currently scheduled for 1-hour individual training session each month. No specific times/dates; as long as it's completed by EOM. Ideally, this training time would occur once per month for each team member.

I have the plan set up with a recurrence of every 4 weeks, and a minimum time between occurrences of 3 weeks. No other settings or changes to Attendees, Service Goal Override, or Session Availability. 

Rather than spreading out team members across 4 schedules, sessions are being added for each team member on every generated schedule. I thought this may be due to only one schedule being generated for the occurrence period, but this is happening even when we have 4 published schedules and generate a new schedule after running the plan for the first time. Regardless of the recurrence, it will add sessions for each team member on each new schedule generation.

 
Any guidance on this would be much appreciated!

Eric

#ScheduleGeneration
#ScheduleManagement
#WFMConfiguration,BestPractices

------------------------------
Eric Beam
SELCO Community Credit Union
Scheduling & Systems Specialist
------------------------------

Hey Eric,

Thanks for the detailed example, that really helps. There isn't a system error here, but I can understand how having a bit more context on how Activity Plans work makes this behaviour clearer.

Activity Plans make scheduling decisions based on the schedules that exist at the time they run. If only part of the intended timeframe is available, the plan will try to place sessions within that window in order to meet the requirement for each attendee.

In your example:

• When you had 4 weeks of schedules published (06/01–06/29), the Activity Plan could see the full window and spread agents as expected.
• As new schedules are generated week by week, each one is evaluated with limited forward visibility.
• Once agents become eligible again, the plan schedules them into the time it can see, which leads to the clustering you're seeing.

So rather than distributing across a future 4-week period, it's optimising within whatever portion of the schedule is currently available.

Approach

If your goal is "1 session per agent per month, any time before EOM", the key is to give the Activity Plan the full window it needs to distribute across.

Run against a complete scheduling window

• Publish your full 4-week block first
• Then run the Activity Plan once across that period
• Avoid re-running it as additional weekly schedules are generated. Activity Plans can be marked as Inactive if you want to prevent them running with Schedule Generation.
  
  

Alternatively, if possible, use monthly scheduling periods (recommended)

• Generate and publish schedules for the full month
• Run the Activity Plan once against that month

This gives the Activity Plan full visibility and tends to produce a more even spread. The more context the Activity Plan has to work with, the better the optimisation that can occur.

If you move away from "any time before EOM" and need more control, you could also consider splitting agents into cohorts across separate plans and staggering them week by week. This will give you more predictable results, at the cost of a bit more setup and slightly less optimisation.

I hope this helps. Let me know if you have any other questions, or if there's anything you'd like to see improved within Activity Plans. We're always keen to take on feedback.

Cheers,

------------------------------
Paul Turner
Senior Product Manager
Genesys - Employees

Original Message:
Sent: 05-13-2026 11:37
From: Eric Beam
Subject: Activity Plans - Recurring Monthly Activity

Hey Dmitriy,

Thank you for your reply. My team has just started to incorporate Activity Plans, so I wasn't sure if this was an error on my part or the system's.

We typically have weekly schedules published 4 weeks in advance, so I attempted to match this schedule with the activity plan. These were my results:

1. Published schedules 06/01-06/08, 06/08-06/15, 06/15-06/22, 06/22-06/29.
2. Ran Activity Plan, results were as expected; agents scheduled across 4 weeks.
3. Generated schedule 06/29-07/06 - no agents scheduled
4. Generated schedule 07/06-07/13 - 1 agent scheduled
5. Generated schedule 07/13-07/20 - all agents scheduled
6. Generated schedule 07/20-07/27 - all agents scheduled

This seems like an error with the system, as we would've expected the AP to spread agents across the second 4-week interval.

We have around 60 agents across 2 business units who would need this recurring training added, so it would be ideal if we could have a single Activity Plan for each, but I'm open to trying your second workaround if you thought that would work best.

Thank you,

------------------------------
Eric Beam
SELCO Community Credit Union
Scheduling & Systems Specialist

Original Message:
Sent: 05-13-2026 05:54
From: Dmitriy Vakulenko
Subject: Activity Plans - Recurring Monthly Activity

Hi Eric,

Well if you just generating 4 schedules each one week - it is expected from point of view.
But if you create 1st week schedule which is fall under your 4 weeks reoccurrence rules, then publish it, and after created second week schedule which is also belong to the same 4 weeks interval - to me it is sound like a defect.
Have you had customer care case created to report this behaviour?

And before you had confirmation whatever it is by design or defect - maybe it make sense to try workaround like:
a) Run 4 weeks schedule scenarios to match reoccurrence rules for your AP?
What do you think about it?
b) Or try to split that AP on 4 x AP, each to have starting date difference by one week and keep the remaining configuration same. Also split your agents between these 4 AP.

How many agents required to have this monthly meeting to occur?

Thanks,
Best Regards,

------------------------------
Dmitriy Vakulenko
WFM Senior Product Manager

Original Message:
Sent: 05-12-2026 17:26
From: Eric Beam
Subject: Activity Plans - Recurring Monthly Activity

Hello GC Community,

I'm having some difficulty with setting up a recurring activity plan and I think I may be missing something. For reference, my team generates weekly schedules individually rather than using a scheduling period or month timeframe. 

What I'm trying to accomplish: Our agents are currently scheduled for 1-hour individual training session each month. No specific times/dates; as long as it's completed by EOM. Ideally, this training time would occur once per month for each team member.

I have the plan set up with a recurrence of every 4 weeks, and a minimum time between occurrences of 3 weeks. No other settings or changes to Attendees, Service Goal Override, or Session Availability. 

Rather than spreading out team members across 4 schedules, sessions are being added for each team member on every generated schedule. I thought this may be due to only one schedule being generated for the occurrence period, but this is happening even when we have 4 published schedules and generate a new schedule after running the plan for the first time. Regardless of the recurrence, it will add sessions for each team member on each new schedule generation.

 
Any guidance on this would be much appreciated!

Eric

#ScheduleGeneration
#ScheduleManagement
#WFMConfiguration,BestPractices

------------------------------
Eric Beam
SELCO Community Credit Union
Scheduling & Systems Specialist
------------------------------