
Hi Community,
last week the Workforce Management team released Activity Smoothing and Schedule Variability.
Activity Smoothing
This option enables the Administrator/Scheduler to select how they want Flexible Work Plan Activities to be smoothed across the flexibility period, helping prevent multiple employees from being scheduled for the same thing at the same time.
As part of the Business Unit Configuration, you can select your preferred/Default Activity Smoothing:

- Default Activity Smoothing: Indicates how the flexible work plan activities such as breaks and lunch time, can be distributed through the agent's shift. during the schedule generation and rescheduling processes. The 3 options available are:
·
- Reduce concurrent activities across the Business Unit (Recommended). Selecting this option, enabled by default when you create a business unit, ensures that the schedules of agents in the same Business Unit are updated to minimize the number of concurrent activities.
- For example, lunch breaks for all agents in the Business Unit have to be scheduled from 12:00 pm. to 1:00 p.m. The lunch breaks are distributed in a way that best supports the Business Unit service predictions. This can result in some management units seeing specific times within the flexibility period configured in the work plan having more concurrent activities.
- Reduce concurrent activities within the Management Unit. Selecting this option ensures that the schedules in the same Management unit are updated to minimize the number of concurrent activities. For example, the break times of agents in the management unit are distributed in such a way that all agents do not get to take their breaks at the same time.
- Schedule activities to offer the most consistent service goal prediction across the whole schedule. Select this option to ensure that the service levels are consistently maintained which may result in more concurrent activities for agents. For example, breaks are distributed in a way that provides the most consistent service predictions. The Schedule engine assigns breaks at the same time, rather than distributing the activities evenly across the flexibility period
The Business Unit configuration can be overridden during a Schedule Generation to Reschedule enabling the Administrator/Scheduler to compare the results of different methods or to switch strategies based on current arrival patterns and demand volumes.
Schedule Generation Override:

Rescheduling Override:

Schedule Variability
This setting enables the Administrator/Schedule to enforce more random Schedule Generation helping to improve the likelihood of Employees being scheduled for a different combination of shifts, where possible, between each schedule period.
The default preference can be configured as part of the Business Unit settings.
- Schedule Variability. Indicates whether to include variance in the agents' schedules. This process ensures that randomization is added to their schedules and that the same agent does not always receive the same combination of shifts for each schedule run.

The default Business Unit setting can also be overridden when generating a schedule or rescheduling:
Schedule Generation Override:

Rescheduling Override:

More details can be found in the help centre articles:
Add a business unit - Scheduling Configuration
Generate a schedule from a forecast - Genesys Cloud Resource Center
Initiate an intraday reschedule - Genesys Cloud Resource Center
#WorkforceManagement
#Scheduling
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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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