Workforce Engagement Management

I am looking for solutions for a new On Queue activity. A client requires two different On Queue activities - one for in office, and one for at home, so agents can see where they are scheduled to work on any given day. I can create a new On Queue activity, and name accordingly. However I am struggling when I apply this to the work plan. 

 It is fine for fixed breaks and lunches, but as soon as I introduce a flexible break and lunch it does not let the activities overlap. I then tried to create the on queue activity as flexible, so it will schedule around the break and lunch, but I am unclear how I can ensure this will cover the full span of the shift. 

Has anyone come across this previously and can you share your solution for me please?  I would like to avoid having to add this or adjust it manually if possible.

Many thanks

Heather 

 We have experienced the same thing with our Overtime On Queue activity, as we wanted a separate code to differentiate when someone signs up for extra hours vs their regular shift.  When another activity moves (break/lunch/etc), it automatically changes the code to the regular ACD for the time that was under the activity. I do not have a solution, just a suggestion to Genesys that the ACD segments be considered like Shift Containers where what is on top of it does not change what is under it. 

I am looking for solutions for a new On Queue activity. A client requires two different On Queue activities - one for in office, and one for at home, so agents can see where they are scheduled to work on any given day. I can create a new On Queue activity, and name accordingly. However I am struggling when I apply this to the work plan. 

 It is fine for fixed breaks and lunches, but as soon as I introduce a flexible break and lunch it does not let the activities overlap. I then tried to create the on queue activity as flexible, so it will schedule around the break and lunch, but I am unclear how I can ensure this will cover the full span of the shift. 

Has anyone come across this previously and can you share your solution for me please?  I would like to avoid having to add this or adjust it manually if possible.

Many thanks

Heather