Workforce Engagement Management

Hello Community members,

This week we're excited to introduce Opportunities, a powerful new capability in Workforce Management that gives schedulers a structured and scalable way to offer additional work to agents.

Opportunities allows you to create time-based work, such as overtime or coverage gaps, that agents can request directly from their schedule. Once approved, that time is automatically added to their schedule - removing the need for manual coordination.

See Opportunities in action

This short walkthrough shows how to:

• Create Opportunities
• Publish and manage them
• See how agents request and receive work

Why this matters

Managing additional work outside the system often involves spreadsheets, emails, and manual schedule updates - processes that are time-consuming and prone to error.

Opportunities brings this workflow into Genesys Cloud, allowing you to manage requests, approvals, and schedule updates in one place, with full visibility and control.

Key capabilities

With Opportunities, you can:

• Create structured, time-based work using On Queue activities
• Offer work in defined time blocks to match coverage needs
• Control capacity with a set number of spaces per Opportunity
• Allow agents to request additional work that fits their availability
• Automatically or manually approve requests
• Track and manage enrollments in a centralized view
• Automatically apply approved work directly to agent schedules

Real-world use cases

Opportunities can be used in a variety of scenarios, including:

• Offering overtime
• Managing short-notice coverage gaps
• Responding to forecasted demand spikes
• Supporting seasonal or event-driven workload increases

In some cases, schedulers may offer multiple Opportunities across a broader time period, allowing agents to request combinations of time that suit their availability.

Agent experience

Agents can view and request Opportunities directly from their schedule, select one or more available time blocks, and track the status of their requests - creating a simple and transparent way to pick up additional work.

Looking ahead

This is the first release of a broader Opportunities capability, with additional activity types planned in future updates.

Get started

For more information, please visit our documentation pages:
https://help.genesys.cloud/articles/opportunities-overview/

We're excited to see how you use Opportunities to create more efficient and structured staffing strategies.

This feature will roll out to all regions throughout this week.

Have questions or feedback? Let us know in the comments!

#ScheduleManagement
#WFMConfiguration,BestPractices

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Andy Boland
Product Manager
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Great, long-awaited feature.  A few questions:

1. Will this reference work plan constraints?
2. Can you limit the number of slots an agent can take?
3. Can you only offer to agents with a particular skill?
4. What reporting aside from the Approve/Deny screen is there?
5. Are schedules republished when they are approved, like time-off requests?
6. Is there any added costs for this feature?
7. Does Adherence, Punctuality, and Conformance all apply to opportunities (or vice versus)?

I'll have a bunch more once I play with it.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Hi Robert

Thanks for your questions, please find answers below:

1. Will this reference work plan constraints? - AB: In this release no. There is no constraint with the amount of opportunities and Agent can pick up. We do plan to link to Work Plans in future releases
2. Can you limit the number of slots an agent can take? - AB: Not in this release. If you needed to do this then you would need to set to manual and manage numbers externally. As mentioned, we will plan to link to Work Plans in future releases
3. Can you only offer to agents with a particular skill? - AB: User selection at the moment is a static list. You can certainly use the filters to find Agents that have a specific skill if needed. Longer term we aim to allow use of user rules in user selection, so that the list of users becomes dynamic.
4. What reporting aside from the Approve/Deny screen is there? - AB: At the moment there is no additional reporting for this feature. The enrollments view has been built so that it can work as a reporting screen, so you will be able to track all approved/denied enrollments in there. We'll be monitoring for additional reporting needs
5. Are schedules republished when they are approved, like time-off requests? - AB: Yes in order to add the opportunities to a schedule, the schedule is republished. We try to batch these where possible. We also do checks at this point to ensure that nothing has changed since the Agent submitted the request i.e. a Scheduler hasn't added an Activity in the same place as the opportunity, causing the opportunity to be denied (Update: Having checked on this, we don't actually change the version number of the schedule when we add an opportunity. But to be clear, the opportunity is automatically added and visible to the Agent, without the need for further action from a Scheduler)
6. Is there any added costs for this feature? - AB: No
7. Does Adherence, Punctuality, and Conformance all apply to opportunities (or vice versus)? - AB: An opportunity is simply additional On Queue time (for this release) added to an Agent's shift. Any and all tracking remains the same, so for instance daily hours would increase by the opportunity time, Agents would be tracked against conformance to the opportunity activity etc. 

We're keen to get any feedback on the feature. We have a lot of plans for what should be added in future releases, but it would be great to get feedback and ideas to know which direction we should go.

The next phase of the feature is to add all other Activity types, excluding Time Off. We'll also give Schedulers the ability to decide if the opportunity needs to be Inside or Outside Shift. This will expand the use cases beyond Overtime and give the feature considerably more power.

Thanks

------------------------------
Andy Boland
Product Manager
------------------------------

Original Message:
Sent: 05-20-2026 01:27
From: Robert Wakefield-Carl
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

Great, long-awaited feature.  A few questions:

1. Will this reference work plan constraints?
2. Can you limit the number of slots an agent can take?
3. Can you only offer to agents with a particular skill?
4. What reporting aside from the Approve/Deny screen is there?
5. Are schedules republished when they are approved, like time-off requests?
6. Is there any added costs for this feature?
7. Does Adherence, Punctuality, and Conformance all apply to opportunities (or vice versus)?

I'll have a bunch more once I play with it.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

That is amazing @Andy Boland . I am very happy with all the news about WFM.

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David Betoni
Principal PS Consultant
------------------------------

Hi @Andy Boland,

Thanks for sharing. I hadn't seen that release.

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Elisson Fernandes
------------------------------

@Elisson Fernandes we are rolling this out from the 18th May. Depending on your region, you'll see the feature become available by the end of the week 

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Paul Wood
Genesys - Employees
WFM Product Manager
------------------------------

Original Message:
Sent: 05-21-2026 10:27
From: Elisson Fernandes
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

Hi @Andy Boland,

Thanks for sharing. I hadn't seen that release.

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Elisson Fernandes
------------------------------

Hi Andy, this is an intriguing new feature. Robert already asked some great questions. I have one more - how can I see how much extra time was approved and scheduled, such as per day or per week? It looks like Robert asked that in his fourth question, but I'd be happy to see how much overtime is scheduled, even if it's done the old-fashioned way. Does the Enrollments tab let me look back to see what was approved for past weeks and easily calculate the overall time approved?

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Linsey Edn
Workforce Management
------------------------------

Hi Linsey, 
For the initial release, we have designed the Opportunities and Enrollment tabs so that they can be used for reporting purposes. 

As more people begin to use the new feature, we'll be reviewing the reporting needs with a view to enhancing them in later phases. 

Paul

------------------------------
Paul Wood
Genesys - Employees
WFM Product Manager
------------------------------

Original Message:
Sent: 05-26-2026 08:31
From: Linsey Edn
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

Hi Andy, this is an intriguing new feature. Robert already asked some great questions. I have one more - how can I see how much extra time was approved and scheduled, such as per day or per week? It looks like Robert asked that in his fourth question, but I'd be happy to see how much overtime is scheduled, even if it's done the old-fashioned way. Does the Enrollments tab let me look back to see what was approved for past weeks and easily calculate the overall time approved?

------------------------------
Linsey Edn
Workforce Management
------------------------------

A couple of questions/feature requests as we've started exploring this feature.

1. Is there scope for Opportunities to be visible to agents when viewing schedules through the Tempo app?
2. Can you add the ability to edit Opportunities. Example being a revised forecast or expected reduction in call volume, resulting in fewer agents required. Rather than closing and re-creating a new opportunity, it would be preferable to edit.
3. Can you add the ability to delete Closed opportunities. This would avoid having a long list of old closed opportunities.

Thanks
SM

------------------------------
Scott McSorley
------------------------------

Hi Scott, 

These are all features that we have marked for future releases.
I'll ask @Andrew Boland to post links to the related ideas on his return from leave so you can follow along for updates.

Paul

------------------------------
Paul Wood
Genesys - Employees
WFM Product Manager
------------------------------

Original Message:
Sent: 05-26-2026 19:30
From: Scott McSorley
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

A couple of questions/feature requests as we've started exploring this feature.

1. Is there scope for Opportunities to be visible to agents when viewing schedules through the Tempo app?
2. Can you add the ability to edit Opportunities. Example being a revised forecast or expected reduction in call volume, resulting in fewer agents required. Rather than closing and re-creating a new opportunity, it would be preferable to edit.
3. Can you add the ability to delete Closed opportunities. This would avoid having a long list of old closed opportunities.

Thanks
SM

------------------------------
Scott McSorley
------------------------------

we were just discussing this @Carla Perez!

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Richard Wooldridge
-
------------------------------

Original Message:
Sent: 05-26-2026 19:30
From: Scott McSorley
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

A couple of questions/feature requests as we've started exploring this feature.

1. Is there scope for Opportunities to be visible to agents when viewing schedules through the Tempo app?
2. Can you add the ability to edit Opportunities. Example being a revised forecast or expected reduction in call volume, resulting in fewer agents required. Rather than closing and re-creating a new opportunity, it would be preferable to edit.
3. Can you add the ability to delete Closed opportunities. This would avoid having a long list of old closed opportunities.

Thanks
SM

------------------------------
Scott McSorley
------------------------------

Thanks for your post Scott

We don't currently have Ideas in the portal for any of the ideas you have here, so if you are able to raise Ideas that would be great, so we can check to see which other customers would like these features also.

Regarding deleting old opportunities, I'm currently trying to better understand the need here. We've designed the feature to keep opportunity details, so you have an audit to be able to look back on, for 'reporting' if required. We've also added filtering to make it easier to find relevant opportunities as needed. Would you be able to go into a little more detail about the need for deletion? Is the filtering insufficient? Is it unlikely that you'd want to look back at historic Opportunities?

Any further insights you can give, either here or in an Idea, would be really useful

Thanks

------------------------------
Andy Boland
Product Manager
------------------------------

Original Message:
Sent: 05-26-2026 19:30
From: Scott McSorley
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

A couple of questions/feature requests as we've started exploring this feature.

1. Is there scope for Opportunities to be visible to agents when viewing schedules through the Tempo app?
2. Can you add the ability to edit Opportunities. Example being a revised forecast or expected reduction in call volume, resulting in fewer agents required. Rather than closing and re-creating a new opportunity, it would be preferable to edit.
3. Can you add the ability to delete Closed opportunities. This would avoid having a long list of old closed opportunities.

Thanks
SM

------------------------------
Scott McSorley
------------------------------

Hi Andy, 

Absolutely, I'll add them today.

I'll add this detail to the idea, but for context, I was referring to "closed" opportunities, not necessarily all old opportunities.
For example, instances where an opportunity was created and published, but the requirement for that opportunity is no longer there, we have the ability to close the opportunity. It'd be great to remove them from the list. The filtering option helps but we need to reset the filters every time we visit the opportunities screen. It doesn't remember or retain your preferred view.

Thanks
SM

------------------------------
Scott McSorley
------------------------------

Original Message:
Sent: 06-01-2026 04:42
From: Andy Boland
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

Thanks for your post Scott

We don't currently have Ideas in the portal for any of the ideas you have here, so if you are able to raise Ideas that would be great, so we can check to see which other customers would like these features also.

Regarding deleting old opportunities, I'm currently trying to better understand the need here. We've designed the feature to keep opportunity details, so you have an audit to be able to look back on, for 'reporting' if required. We've also added filtering to make it easier to find relevant opportunities as needed. Would you be able to go into a little more detail about the need for deletion? Is the filtering insufficient? Is it unlikely that you'd want to look back at historic Opportunities?

Any further insights you can give, either here or in an Idea, would be really useful

Thanks

------------------------------
Andy Boland
Product Manager
------------------------------


Original Message:
Sent: 05-26-2026 19:30
From: Scott McSorley
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

A couple of questions/feature requests as we've started exploring this feature.

1. Is there scope for Opportunities to be visible to agents when viewing schedules through the Tempo app?
2. Can you add the ability to edit Opportunities. Example being a revised forecast or expected reduction in call volume, resulting in fewer agents required. Rather than closing and re-creating a new opportunity, it would be preferable to edit.
3. Can you add the ability to delete Closed opportunities. This would avoid having a long list of old closed opportunities.

Thanks
SM

------------------------------
Scott McSorley
------------------------------

Hi Andy, 

Is there any thought to make an option on opportunities in the future have a 'mandatory' option? At times certain departments within our org can get backed up and fall behind on SLA to the point that overtime can become mandatory. Wondering if there is there a way to use opportunities to add this overtime to schedules and ensure that each agent fulfilled their overtime requirements when in this situation. 

------------------------------
Addison Hild
Workforce Management Analyst
------------------------------

Hi Addison

Thanks for your post.

This wasn't on the roadmap, but has come up in discussion elsewhere since release.

I wonder, is Opportunities the correct vehicle for this? Would changes to a WP and a reschedule achieve the same result faster perhaps?

It would be great if you could raise an Idea for this so we can track other customers asking for this, and discuss the use case in a bit more detail.

Thanks

------------------------------
Andy Boland
Product Manager
------------------------------

Original Message:
Sent: 06-03-2026 13:20
From: Addison Hild
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

Hi Andy, 

Is there any thought to make an option on opportunities in the future have a 'mandatory' option? At times certain departments within our org can get backed up and fall behind on SLA to the point that overtime can become mandatory. Wondering if there is there a way to use opportunities to add this overtime to schedules and ensure that each agent fulfilled their overtime requirements when in this situation. 

------------------------------
Addison Hild
Workforce Management Analyst
------------------------------

Thanks Andy! 

I have submitted an idea for this: WESCH-I-757. Our org struggles to update workplans and reschedule as there are lots of non-regular meetings also added to schedules manually that would be lost in this case. 

------------------------------
Addison Hild
------------------------------

Original Message:
Sent: 06-04-2026 04:21
From: Andy Boland
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

Hi Addison

Thanks for your post.

This wasn't on the roadmap, but has come up in discussion elsewhere since release.

I wonder, is Opportunities the correct vehicle for this? Would changes to a WP and a reschedule achieve the same result faster perhaps?

It would be great if you could raise an Idea for this so we can track other customers asking for this, and discuss the use case in a bit more detail.

Thanks

------------------------------
Andy Boland
Product Manager
------------------------------


Original Message:
Sent: 06-03-2026 13:20
From: Addison Hild
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

Hi Andy, 

Is there any thought to make an option on opportunities in the future have a 'mandatory' option? At times certain departments within our org can get backed up and fall behind on SLA to the point that overtime can become mandatory. Wondering if there is there a way to use opportunities to add this overtime to schedules and ensure that each agent fulfilled their overtime requirements when in this situation. 

------------------------------
Addison Hild
Workforce Management Analyst
------------------------------

Hi @Addison Hild, 

Another option is to use a Work Plan override for the period you need to schedule additional hours. 
You can find out more about temporary changes to a work plan in the resource article work plan assignment overview.

When generating schedules, the schedule will automatically reflect the Work plan change for the period, then revert to the employee's default work plan.

Paul

------------------------------
Paul Wood
Genesys - Employees
WFM Product Manager
------------------------------

Original Message:
Sent: 06-03-2026 13:20
From: Addison Hild
Subject: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

Hi Andy, 

Is there any thought to make an option on opportunities in the future have a 'mandatory' option? At times certain departments within our org can get backed up and fall behind on SLA to the point that overtime can become mandatory. Wondering if there is there a way to use opportunities to add this overtime to schedules and ensure that each agent fulfilled their overtime requirements when in this situation. 

------------------------------
Addison Hild
Workforce Management Analyst
------------------------------