Workforce Engagement Management

This is the first question I have posted, so I am hoping I am in the right place. We operate a small contact centre (about 50-60 agents) and utilise Genesys Cloud CX WFM to forecast and schedule our staff. We have full-time, part-time and casual staff. Our full-time and part-time staff have contracted hours for specific days and times, but our casuals have no set hours except their general availability and when we can see the gaps in the forecast that we need them. This matching of availability to demand is manual and time-consuming at the moment. We are looking at ways to improve how we manage casual staffing availability to meet operational needs better and wondered if we could leverage the new work plan bidding to build plans for where we can see we will need to fill staffing gaps with casual staff and enable only our casual staff to bid on their preferred work plan for that schedule. Is this possible? How else are people managing getting casual staff against gaps in their schedule leveraging features in Genesys? Would love to learn any tips. 

#Scheduling

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Thanks Amanda
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Hi Amanda, 

the best way I can think of for handling this within Genesys Cloud Workforce Management would be to use the Work Plan Bidding function:

https://help.mypurecloud.com/articles/work-plan-bids-overview/

By using a bid, you will approach the problem from a slightly different perspective but can still offer the employee the choice and flexibility of when they would like to be scheduled to work.

Your Full and Part-time staff would remain on their agreed Work Plans.

Your casual staff could use a Work Plan Bid to select their preferred Work Plan for the next schedule period...

• Create the Work Plan Bid
• Create Bid groups for the different casual contracts 
  • Build a profile of what Work Plans they can work on and the Planning Groups they will cover.
• Run the Staffing Calculator
  • This will analyse the Forecast provided, the fixed Full and Part-time contract Work Plans and suggest the next number of each Work Plan per Bid Group that will provide the optimal schedule.
• Open the Bid
  • Casual employees will be able to review the Suggested Work Plan and rank them in the order that they would be happy to work them.

Once the bid is closed the Casual employees will be scheduled based on their allocated Work Plan. If they want to make changes to their shifts they can then utilise:

• Shift trades drop, pick up or swap shifts with their colleagues.
• Alternative Shifts drop, pick up or swap shifts with the system where there are other shift combinations available that also meet the Service Goal Impact settings
• Time Off Requests 

in the future, this could be enhanced further with the use of employee-provided Availability:
Idea WFMSCH-I-73

This will empower employees to submit the times they are not available to work before the schedules are created, making the scheduling process customised to their needs.

 

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Thanks Paul. This is really helpful. I appreciate your response.

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Amanda Templeman
na
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Original Message:
Sent: 01-08-2025 08:12
From: Paul Wood
Subject: Managing Casual Staffing availability

Hi Amanda, 

the best way I can think of for handling this within Genesys Cloud Workforce Management would be to use the Work Plan Bidding function:

https://help.mypurecloud.com/articles/work-plan-bids-overview/

By using a bid, you will approach the problem from a slightly different perspective but can still offer the employee the choice and flexibility of when they would like to be scheduled to work.

Your Full and Part-time staff would remain on their agreed Work Plans.

Your casual staff could use a Work Plan Bid to select their preferred Work Plan for the next schedule period...

• Create the Work Plan Bid
• Create Bid groups for the different casual contracts 
  • Build a profile of what Work Plans they can work on and the Planning Groups they will cover.
• Run the Staffing Calculator
  • This will analyse the Forecast provided, the fixed Full and Part-time contract Work Plans and suggest the next number of each Work Plan per Bid Group that will provide the optimal schedule.
• Open the Bid
  • Casual employees will be able to review the Suggested Work Plan and rank them in the order that they would be happy to work them.

Once the bid is closed the Casual employees will be scheduled based on their allocated Work Plan. If they want to make changes to their shifts they can then utilise:

• Shift trades drop, pick up or swap shifts with their colleagues.
• Alternative Shifts drop, pick up or swap shifts with the system where there are other shift combinations available that also meet the Service Goal Impact settings
• Time Off Requests 

in the future, this could be enhanced further with the use of employee-provided Availability:
Idea WFMSCH-I-73

This will empower employees to submit the times they are not available to work before the schedules are created, making the scheduling process customised to their needs.

 

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