The new scheduling options for Coaching and Learning are now live in Genesys Cloud. Many thanks to everyone who took part in the preview discussions in our other thread. Your feedback is helping us think ahead and ensure this area continues to evolve in line with customer needs.
What's Included
The default method for booking. It uses Workforce Management (WFM) service goals to highlight the best slot across a six-week window, plus an option for tomorrow. Unlike the older staffing difference approach that looked across the entire business unit, Optimal Slots now respects service goals at a more granular level. This means recommendations better reflect the real conditions for the individuals and groups involved. You can quickly see whether the recommended time is sooner or later, making it easier to book while keeping to best practice.
Gives you control to set your own date and time range (up to six weeks within six months). The most optimal slot within your chosen range is highlighted, and this is calculated using the same granular service goal data as Optimal Slots. Below this, a section called Other Available Slots provides additional options. These are still based on staffing difference across the business unit and are shown for the first week of your selected range. This way you can balance precise service-goal-driven recommendations with a broader view if needed.
For urgent or ad hoc sessions where adherence is not the priority, you can book using Off Schedule. These sessions do not update the agent's WFM calendar, making it clear they are outside of normal scheduling rules. We know some customers would like to see a version of this that still places the appointment on the schedule, and that is something we are continuing to review based on feedback.
Permissions
To use the new scheduling methods, the following permissions are required for supervisors creating assignments/bookings:
- Learning > Schedule Slot Job > Add
- Learning > Schedule Slot Job> View
- Workforce Management > Schedule > View
- Coaching > Schedule Slot Job > Add
- Coaching > Schedule Slot Job > View
- Workforce Management > Schedule > View
Key Clarifications from the Community
- Optimal Slots now respects service goals at a granular level, rather than using broad business unit averages.
- Custom Slots highlight the best fit within your chosen range using service goal data, while Other Available Slots remain based on staffing difference at the BU level.
- Off Schedule is intentionally separate from the WFM calendar and does not generate schedule notifications.
- Cancelling a session currently reverts time back to On Queue. We have heard requests to allow selectable activity codes instead, and that is under consideration.
Looking Ahead
This release is just the first step. We are already investigating related changes such as:
- Recurring coaching sessions (likely linked with activity plans)
- Facilitator swaps and larger attendee support
- Options for archiving or chaining sessions together
- More granular duration settings for Coaching appointments
We will continue working closely with the community as we refine these areas, so please keep sharing your experiences.
#CoachingandLearning------------------------------
Paul Turner
Senior Product Manager
Genesys - Employees
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