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New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

  • 1.  New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-20-2025 10:40
    Edited by Tracy Vickers 10-27-2025 13:19
    I am happy to announce the release - during the week of October 20th, 2025 - of a new Genesys Cloud Workforce Management feature called Block Scheduling.  This feature enables schedulers to create shifts for agents including specific types of work at designated times throughout the day.  Block scheduling overview - Genesys Cloud Resource Center
    Planning shifts with block scheduling helps agents focus on interactions that have distinct service goals or handling behaviors. This approach reduces context-switching fatigue, enabling agents to deliver better results for customers.  This feature is designed for scenarios where the work you are scheduling for is routed by the Genesys Cloud platform.  
    For example, switching between written and verbal customer interactions can be tiring. Block scheduling lets teams assign specific times of day for each interaction type, reducing context-switching. Similarly, when agents handle both deferred work with extended deadlines and real-time voice or messaging interactions, block scheduling can reserve low-volume periods each day to ensure steady progress on deferred work backlogs.
    How?  By configuring on queue activity codes and using them in Work Plan Configuration (for Schedule Generation or Rescheduling), or for manual shift edits.  More details:
    Configuration:
    • On Queue category Activity Codes have a new configuration called Work Handling Settings, indicating how that activity code relates to WFM Planning Groups.  
      • Planning Group
        • All On Queue Activity Codes will start with a setting of 'Any'. 
          • This means that when this activity code appears in an agent's shift, it represents blended work time- assuming work from any of the agent's Planning Groups. 
          • Note, this is the current behavior of the system, so if you do not need to use Block Scheduling, no action is needed. 
          • Note - the default Activity in the On Queue category has a fixed Work Handling Setting of Any and cannot be changed.
        • Specific Planning Group - select a specific Planning Group to configure the Activity Code for Block Scheduling.  
    • Work Plans
      • Add on queue activities to Work Plans, supporting all the options of activities including flexible start time.

    Use:

    • Scheduler:
      • Generate Schedules, Reschedule
        • These processes optimize to solve for the service goals of all Planning Groups within the Work Plan constraints
        • New Schedule Generation messages are available if an agent is assigned work plan with an on queue activity mapped to a planning group the agent does not match.
      • Manual Shift Edits in Schedule Editor
        • Add, Edit, Delete on queue activities configured for block scheduling.
        • New Display Option is available to highlight an activity if the agent it is assigned to is not in the planning group of that activity.
        • On Queue activities are displayed with a more distinct separation between adjacent activities for ease of use.
      • Business Performance Predictions
        • Expected Service Level, ASA, and Abandon information is enhanced to represent impact of block scheduling in agent shifts.
    • Agent
      • Different work assignments are visible as different on queue activities for the agent.
        • Best Practice - when configuring Activity Codes, use a name that is meaningful to the agents, so they understand the type of work indicated by that activity.
      • Note - to change the type of work available to agents at particular times, agents or managers can manage Queue Activation using the user interface or APIs.  For more information Activate and deactivate agents in queues - Genesys Cloud Resource Center. (Future roadmap will include automatic routing changes based on the WFM schedule - stay tuned). 

     


    #ScheduleGeneration
    #ScheduleManagement
    #WFMConfiguration,BestPractices

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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
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  • 2.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-20-2025 11:14

    Thanks for posting this info!



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    Nicole Milliken
    Senior Online Community Video Specialist
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    Original Message


  • 3.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-20-2025 11:48

    Thanks for  this info! I will test.



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    David Betoni
    Principal PS Consultant
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    Original Message


  • 4.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-20-2025 14:39
    Edited by Kate Russell 10-20-2025 14:41

    If this feature is used, does the agent still need to activate/deactivate queues to match the scheduled work, or will that happen automatically for the period the activity code is scheduled for? I'm interpreting this as that they do need to do it themselves (or a manager), but would like to confirm.  Thank you! 



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    Kate Russell
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    Original Message


  • 5.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-20-2025 16:24

    Thanks Kate.  For this feature, it delivers the building blocks for assigning certain types of work and optimization in schedule generation in Workforce Management.  The agent or manager can use queue activation to change the work the agent can receive at a particular time (or this can be done via API).

    In a future roadmap feature, the agent's shift will be used (optionally) to automate changes in the work that is routed to that agent, and use of queue activation for this purpose would not be needed. 



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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
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    Original Message


  • 6.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-22-2025 05:52
    Edited by Mike Corley 10-22-2025 11:34

    Hi, I've had a look and it doesn't look to change the number of scheduled people in to the allocated queues using this function? They continue to show in the scheduled figures for all the queues rather than just in the configured on Queue one.

    thanks

    Mike



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    Mike Corley
    Benenden Healthcare
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    Original Message


  • 7.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-22-2025 14:17

    Thanks for the question, Mike.  The Scheduled metric in the lower panel of the Schedule Editor is really an 'on-queue activity count' of the agents filtered in the top panel today and is not aware of the agent's planning group memberships.   We are planning a future feature to enhance this, if you are interested in commenting or voting on this: Make 'Scheduled' in Schedule Editor aware | Genesys Cloud Ideas Portal

    As of the release of Block Scheduling, the performance predictions in the lower panel - the metrics Service Level %, Average Speed of Answer, and Abandon % - are computed based on the planning group memberships and the block schedule assignments of the agents & shifts for the filtered Planning Groups.



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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
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    Original Message


  • 8.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-22-2025 12:19

    Thanks for this post, I am giong to be testing this out for our business. I can see though that you can only apply "Any" or just one planning group to a "On Queue" segment. For example I may need to apply a Reservations Voice planning group and Rail Voice planning group to an agent as they would take work from both of these planning groups. Is this possible or is it schedule for a later release as currnently without that this would not work for us. 



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    Mike Morris
    Manager - BCD
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    Original Message


  • 9.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-22-2025 14:27

    Thanks Mike.  Certainly, something we are considering for the future - encourage you to comment and vote on this existing idea: Work Handling Settings: allow multiple | Genesys Cloud Ideas Portal



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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 10.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-22-2025 14:17
    Edited by Shelby Cronk 10-22-2025 14:20

    Hypothetically, if we wanted the system to optimize or choose WHICH on queue activity the agent was working during that time, we would need to create several shift patterns 1 per option, correct?  if we gave it an "any option" in there as well, I would assume that it would choose that option OVER scheduling an agent for a single planning group because it is the most flexible? 

    The limitation of above is that it would be quite difficult to come up with all of the different "combinations" if we want an agent to switch between different planning groups throughout the day.  Is there any intention to allow the system to DESIGNATE or OPTIMIZE to one planning group during different periods? Example: work planning group A from 8-10 and then work planning group B from 10-11 without us explicitly scheduling it that way in the work plan? 

    It also seems that we can't change the DEFAULT Activity Code on a work plan, so we can't optimize breaks or meals based on their planning group block for the day?  Example: optimize their breaks/meals based on the volume patterns of that assigned planning group? 

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    Shelby Cronk
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    Original Message


  • 11.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-22-2025 14:45

    Thanks Shelby.

    With this release, the capabilities of Work Plan Configurations have not changed, and non-default On Queue codes have the same functionality as other activities in terms of Work Plan constraints - fixed or variable start times, but not (yet) variable length, etc.

    • To give the system options including for example a choice of fully blended on queue times, and blocked on queue times, or different combinations of blended and blocked times, you can do that with different shift rows.
    • Generate Schedules and Reschedule will holistically attempt to meet service goals for all planning groups in the Business Unit within the constraints of the work plans.    If you have variable start times for breaks and meals (and even block scheduling on queue codes) all of that is taking into account.

    What types of Work Plan Configuration enhancements would you like to see?  Variable length activities?  Variable number of block assignments per day/week/planning period?  etc



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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
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    Original Message


  • 12.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-23-2025 08:05

    Hi @Eric Hagaman

    Can I clarify what you are saying here about flexible breaks and lunches please? If we want an agent to be working on a defined activity code for the full day, linked to a specified planning group, we would need to create a new shift for each possible shift variation? Is that right?

    If I want 2x15min breaks within a one hour window each, and 1x30min lunch within a 1.5hr window (all 15 min increments), that is 80 variations I need to build. That is before I introduce flexible start times. This doesn't feel viable. Hoping I have misunderstood. 

    We attempted to build this, making sure the new activity was interruptible. This generated an error for the flexible lunch when we attempted to add it to the Work Plan, and it only worked when we created a static lunch time, and slotted two instances of the new activity to either side.

    Thanks, Heather 



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    Heather Henderson
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    Original Message


  • 13.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-23-2025 09:18

    It appears that the default "On Queue" code remains static and is always the fixed base container.

     When you place an "On Queue" activity code you create over the top its an activity and when the meals and breaks are optimised over that code, it then puts the defualt "On Queue" back. We had this issue before and stopped making our own "On Queue" codes for this reason. 

    @Eric Hagaman - Would it make sense for the fixed "On Queue" container to be editable for other "On Queue" activies and this then becomes the base container that all other activity codes sit on top off?



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    Mike Morris
    Manager - BCD
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    Original Message


  • 14.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-30-2025 15:56

    Mike,

    That is right, no changes occurred to the capabilities of Work Plan Configurations with this release.  In Work Plans, when you establish a shift pattern, the default Activity Code in the On Queue category is the 'base' activity that establishes the shift.   Additional On Queue Activity codes, like ones you can configure to use the Block Scheduling feature, are just additional activities in that shift pattern.  

    Here is an idea for future work plan configuration enhancement, would appreciate your comments and vote https://genesyscloud.ideas.aha.io/ideas/WESCH-I-631



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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 15.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-23-2025 11:17
    Edited by Shelby Cronk 10-23-2025 11:19

    Hi Eric! Ultimately, organizations want the system to make the decisions for them to create the most optimized shift possible. 

    With the current state of this "block scheduling," the organization is responsible for determining WHICH planning group they should be working, WHEN they should be working it, WHEN they are allowed to NOT be working it for breaks and meals, and HOW LONG they should be working it.  This completely removes system optimization from the equation, which is one of the main benefits the work plan and scheduling features have going for it. 

    I don't feel like this feature satisfies any needs; it is treated almost identically to having a custom On/Off Queue Category requiring set meals/breaks.  Previously organizations had the opportunity to simply name a custom On Queue code to align with the queue the agent should be working.

    Can you help me understand what exactly the "mapping of a planning group to a code" actually changes? Does it look at activation status? What happens if there is more than one queue in a planning group?  what if a single queue has to be split across several planning groups?  This doesn't update the "scheduled" count at the bottom of the scheduling page, I don't believe it affects adherence, it can't be fully optimized...

    I'm struggling to see the benefit. 



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    Shelby Cronk
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    Original Message


  • 16.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-23-2025 12:00

    Hi All,

    Trying to understand so can you configure this activity code for agents in the same planning group? but when they are "on queue" do they still receive calls? So if I have agents working on something else like email, but they are going to be on queue, would I build an activity code for email and assign it to planning group deferred work? but they will still receive a call because they are on queue..? I am having trouble understanding this concept.

    Also how does this effect forecasting?

    Also how does this effect forecasting? 



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    Al Maatouk
    na
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    Original Message


  • 17.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-24-2025 04:07

    I've attempted to setup an activity code that's associated to a Planning Group.  In the Tooltip, it says During this activity, agents will only be assigned work from this planning group.  I gave myself this an 'email' on-queue activity code in a schedule and to test whether I only get interactions for that code, I sent a call through to my test queue.  Although my schedule is setup for another queue which is setup as an Email planning group, the call still comes through to me.

    Am I misunderstanding this how this is supposed to work?  



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    Robert Niblock
    Contact Centre Technology Analyst
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    Original Message


  • 18.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-24-2025 08:31

    I did the same testing. We have departments that work on email, but currently we have them using "OffQueue", I was excited to see that we can build it now, but hence using email activity code and linking it to my deferred work planning group, the agents still got a call? So how is it that I want an agent to work on emails for a period of time but is still getting calls? I just need them to strictly work on emails



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    Al Maatouk
    na
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    Original Message


  • 19.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-30-2025 15:31

    Al,

    This feature would allow you to create more optimal schedules and make better service level / asa / abandon predictions, if the email work is routed by Genesys Cloud, by creating a planning group for that type of work, then creating an On Queue type Activity Code associated with that planning group, and using the activity to represent the email work in Work Plans or in manual shift edits. 

    As a part of this release, the work that the routing system delivers to an agent is not influenced by the agent's WFM shift.  To change that, Queue Activation can be used by the agent or the manager, using the UI or a developer via APIs.  In the future, a new feature is planned to enhance routing to use the WFM shift as a guide for the types of interactions that can be routed to an agent at a particular time. If you would like to comment / vote on that idea it is https://genesyscloud.ideas.aha.io/ideas/WESCH-I-228



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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 20.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-24-2025 09:43

    Hi Robert - I believe that tool tip is there in advance of a future release.  I say that because it contradicts the announcement above states:

    "Note - to change the type of work available to agents at particular times, agents or managers can manage Queue Activation using the user interface or APIs.  For more information Activate and deactivate agents in queues - Genesys Cloud Resource Center. (Future roadmap will include automatic routing changes based on the WFM schedule - stay tuned). "



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    Russell Donald
    InflowCX
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    Original Message


  • 21.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-30-2025 15:18

    Robert & Russel - that is right, with this release, we introduce the Genesys Cloud Workforce Management modeling of intra-day work assignment in blocks of time (in Scheduling, Schedule Generation, Schedule editing, and intra-day & performance predictions).  In a future release, we do plan for routing to use the WFM shift as a guide for the types of interactions that can be routed to an agent at a particular time.  Until the future release of that capability, today you can accomplish this using the Queue Activation function (agent or manager), or using APIs (your developers, a Genesys Partner, or Genesys Professional Services can assist with API use).



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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
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    Original Message


  • 22.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-30-2025 15:22

    This idea is tracking 'workforce routing', appreciate your comments and votes: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-228



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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
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    Original Message


  • 23.  RE: New Feature Release: Block Scheduling - Assign specific types of work at certain times of day

    Posted 10-30-2025 15:37

    Short answer - this feature lets you plan for blocked and blended agent shifts.  To execute the routing, for blocked shifts that is manual today, automatic in the future.

    Longer answer -

    Forecasting will predict the number of interactions and handle times for the route paths in each Planning Group.  The scheduling process computes a staffing requirement to handle the forecasted interactions optimized by the service goals for each Planning Group, taking into account the types of shifts that are possible to create (based on your Work Plan Configurations).  If Work Plans contain blocks of time for intra-day work assignments (on queue activity codes using this new feature) then the schedule generation (and reschedule) understand that the agent is planned to be dedicated to a certain PG of work, or available for all, and will place shifts accordingly to balance service goals as best it can.

    Automatic changes to the interactions routed to agents is planned in a future feature.  For now, queue activation (agent or manager or api) can be used to change the type of work an agent receives at a certain time of day.



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    Eric Hagaman
    Director, Product Management
    Genesys - Employees
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    Original Message


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