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  • 1.  New Feature Release: Opportunities - Offer and manage additional work with Opportunities

    Posted yesterday

    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

    Opportunities creation wizard showing timeframes step

    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.

    Opportunities created in list view

    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.

    View of opportunities side panel, opportunity status and opportunities added to schedule

    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

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


  • 2.  RE: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

    Posted 16 hours ago

    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
    ------------------------------

    Original Message


  • 3.  RE: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

    Posted 8 hours ago
    Edited by Andy Boland 3 hours ago

    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


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