Workforce Engagement Management

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  • 1.  Activity plans - unscheduled attendees

    Posted 08-22-2024 13:01

    I am working with our first Activity plans.  I have an active published schedule with 3 agents, and am attempting to add an activity plan to two agentss.  All settings appear valid, the schedule request is during scheduled hours, and yet when the Activity plan is manually run, the selected attendees are listed as "Unscheduled", and service goal adherence is set to Schedule All (tried with and without service level override).  Can anyone provide any assistance?


    #WorkforceManagement
    #Scheduling

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    Vikki Papesh
    Sr. Genesys Cloud Developer II
    Tandem Diabetes Care, Inc.
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  • 2.  RE: Activity plans - unscheduled attendees

    Posted 08-27-2024 03:19

    Hi Vikki

    I, too had some issues when trying to generate activities. It will depend on what exactly you are trying to generate, but I found the following helped my scenario:

    Where the schedule was already generated, I found applying activity at a specified time a problem if another activity was already scheduled. If I checked schedules first, and moved breaks or off queue activity outside of the specified slot, it worked as expected.

    Where the schedule was not already generated I also had issues. This is because I had selected 'Favor service goal' on the override tab of the set-up. As my outlook was not good, it did not generate anything. When I changed this to 'Favor scheduling all attendees', my activity generated for all attendees as expected.

    Hope this helps.

    Heather 



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    Heather Henderson
    Admiral Group Plc
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    Original Message


  • 3.  RE: Activity plans - unscheduled attendees

    Posted 08-27-2024 20:36

    Hi Vikki,

    It appears that the "Activity Plans", are designed only for ON Phone Agents,

    Manage activity plans - Genesys Cloud Resource Center (mypurecloud.com)

    Note: Activity Plans can schedule sessions only during on queue time. All other activities are regarded as uninterruptible. This includes activities within the work plan or activities that were manually on a schedule.

    So we wanted to schedule meetings for our Supervisors (Off Queue Activity), and the system will not schedule them meetings, as they aren't "on queue".

    I think the feature is good, but it still has a lot of development required.

    Regards



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    Wayde Masters
    Royal Automobile Association of South Australia (RAA)
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    Original Message


  • 4.  RE: Activity plans - unscheduled attendees

    Posted 09-25-2024 08:42
    Edited by Tracy Vickers 10-07-2024 04:07

    Hello all, would like to let you know that times Activity Plans can consider for placing activities are:  1. time in on queue category activities and 2. time in activities with the 'is interruptible' property configured in the Activity Code definition.

    If you have some off queue work represented by an off queue category Activity Code for example, if you mark that off queue category Activity Code with the 'is interruptible' setting, those times in shifts can be considered for activities placed by Activity Plans.



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    Eric Hagaman
    Product Management Director
    Genesys - Employees
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    Original Message


  • 5.  RE: Activity plans - unscheduled attendees

    Posted 09-11-2024 13:09

    We are encountering this same issue. We have meetings that require all attendees, but I can't seem to get the activity plan to schedule all agents. I wonder if one of the developers could chime in?



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    Laura Callaway
    St. Luke's Health System
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    Original Message


  • 6.  RE: Activity plans - unscheduled attendees

    Posted 30 days ago

    @Eric Hagaman  any update on Laura's request above? 

    Have noticed that this "schedule all" option almost never works, no matter what we do. Any advice would be appreciated. 

    Activity plans that DON'T repeat and/or have a date/time work much better or more often than those that do repeat. 

    When creating a group activity, if I need ALL team members scheduled, it doesn't work when you have the mix/max attendees as the same number. 



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    Shelby Cronk
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    Original Message


  • 7.  RE: Activity plans - unscheduled attendees

    Posted 30 days ago
    Edited by Paul Wood 30 days ago

    Hi Shelby, 

    Could you please raise a care ticket for this if you haven't already?

    There can be several configurations that can cause scheduling conflicts or Forecast/Scheduling environmental factors that can prevent sessions from being found. To ensure we provide you with the best advice, it would be good to have a colleague from the care team review the problematic Activity Plans with you.

    It might also be worth reading through the below community post, where many of the configuration options were discussed:
    https://community.genesys.com/discussion/activity-plan-setup

    thanks, 

    Paul



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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    Original Message


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