Workforce Engagement Management

Good Morning, 

We are testing using flexible workplans that range from 30-40 hour weekly paid times. We want Genesys to adjust the agent's schedules based on client needs for each week. It seems to work pretty well but an issue we are finding is the meal breaks. We don't give lunch breaks for 6 hours shifts, and were wondering if there is a way to set up a work plan to keep the breaks if it's 7+ hours, and remove them if they are six hours? Or if we remove the meals from the workplan is there a way to bulk add them after the fact so we don't have to sit there and individually add them for any shift 7 or more hours? 

Thanks! 

#Scheduling

------------------------------
Nathan Gould
Analyst
------------------------------

Hi Nathan, 

the best way to achieve this is to have multiple shifts rather than 1 super flexible shift.

Having multiple shifts in the Work Plan you can set the specific break/lunch combinations for each shift length range.

For example:

• Shifts less than 5 hours have no breaks
• Shifts between 6 and 7 hours have 1 x 30 minute Meal Break
• Shifts greater than 7 hours have 2 x 15 minute Breaks and 1x 30 minute Meal Break

------------------------------
Paul Wood
Product Manager for Genesys Cloud Workforce Management
------------------------------

https://help.mypurecloud.com/articles/work-plans-configuration-overview/ - has two expandable example sections and the first is relevant to your question

------------------------------
Jay Langsford
VP, R&D
------------------------------