Workforce Engagement Management

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing.

Minimum Coverage

Minimum Coverage provides a new mode of schedule generation & rescheduling where shift generation targets satisfying a user supplied amount of minimum staffing.  WFM Schedulers can use this function to systematically generate shifts that ensure minimum coverage for time periods of low or no demand, where maintaining a baseline staffing level is necessary for compliance or operational readiness. 

Note that lack of agents and/or work plan configurations allowing shifts during times where you have specified minimum staffing can prevent minimum staffing from being met.

When Minimum Coverage is enabled, for best results use the "Activity Smoothing: Schedule activities to offer the most consistent service goal prediction across the whole schedule" option, which places activities based on staffing requirements and minimum coverage configuration.  The other two selections ("Reduce concurrent activities...") do so without considering staffing requirements.

You can enable and configure Minimum Coverage and the amounts of Minimum Staff independently for each Business Unit. 

The minimum staffing you supply acts as a floor, ensuring that the staffing requirement that schedule generation or rescheduling process attempts to meet is at least the amount you specify for the planning groups, days of week, times of day.

You can supply the amount of minimum staffing, in increments of 0.1 minimum staff, in various ways:  

• For all Planning Groups and times.
• For all Planning Groups and times where your forecast requires staff.
• For specific Planning Groups and days of week for all times of day.
• For specific Planning Groups and days of week for times where your forecast requires staff.

A new schedule generation validation message type for minimum coverage has been added.  You can configure the message severity for each business unit.

The schedule generation results are now organized into 'Agent Results' and 'Schedule Results' tabs.   Messages related to minimum coverage will appear on the schedule results tab.

Target Consistent Net Staffing

Select this option to generate shifts that deliver the most consistent service goal prediction across the entire schedule. When enabled, the system targets generating schedules that maintain a consistent level of overstaffing or understaffing across all time periods. Enabling this option may increase schedule generation time.

#ScheduleManagement
#WFMConfiguration,BestPractices

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

What a great feature, lots of customers who have been waiting on this :) ! 

Is there any future enhancements to this in plans, i.e max staffing or intervals? 

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing.

Minimum Coverage

Minimum Coverage provides a new mode of schedule generation & rescheduling where shift generation targets satisfying a user supplied amount of minimum staffing.  WFM Schedulers can use this function to systematically generate shifts that ensure minimum coverage for time periods of low or no demand, where maintaining a baseline staffing level is necessary for compliance or operational readiness. 

Note that lack of agents and/or work plan configurations allowing shifts during times where you have specified minimum staffing can prevent minimum staffing from being met.

When Minimum Coverage is enabled, for best results use the "Activity Smoothing: Schedule activities to offer the most consistent service goal prediction across the whole schedule" option, which places activities based on staffing requirements and minimum coverage configuration.  The other two selections ("Reduce concurrent activities...") do so without considering staffing requirements.

You can enable and configure Minimum Coverage and the amounts of Minimum Staff independently for each Business Unit. 

The minimum staffing you supply acts as a floor, ensuring that the staffing requirement that schedule generation or rescheduling process attempts to meet is at least the amount you specify for the planning groups, days of week, times of day.

You can supply the amount of minimum staffing, in increments of 0.1 minimum staff, in various ways:  

• For all Planning Groups and times.
• For all Planning Groups and times where your forecast requires staff.
• For specific Planning Groups and days of week for all times of day.
• For specific Planning Groups and days of week for times where your forecast requires staff.

A new schedule generation validation message type for minimum coverage has been added.  You can configure the message severity for each business unit.

The schedule generation results are now organized into 'Agent Results' and 'Schedule Results' tabs.   Messages related to minimum coverage will appear on the schedule results tab.

Target Consistent Net Staffing

Select this option to generate shifts that deliver the most consistent service goal prediction across the entire schedule. When enabled, the system targets generating schedules that maintain a consistent level of overstaffing or understaffing across all time periods. Enabling this option may increase schedule generation time.

#ScheduleManagement
#WFMConfiguration,BestPractices

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

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing.

Minimum Coverage

Minimum Coverage provides a new mode of schedule generation & rescheduling where shift generation targets satisfying a user supplied amount of minimum staffing.  WFM Schedulers can use this function to systematically generate shifts that ensure minimum coverage for time periods of low or no demand, where maintaining a baseline staffing level is necessary for compliance or operational readiness. 

Note that lack of agents and/or work plan configurations allowing shifts during times where you have specified minimum staffing can prevent minimum staffing from being met.

When Minimum Coverage is enabled, for best results use the "Activity Smoothing: Schedule activities to offer the most consistent service goal prediction across the whole schedule" option, which places activities based on staffing requirements and minimum coverage configuration.  The other two selections ("Reduce concurrent activities...") do so without considering staffing requirements.

You can enable and configure Minimum Coverage and the amounts of Minimum Staff independently for each Business Unit. 

The minimum staffing you supply acts as a floor, ensuring that the staffing requirement that schedule generation or rescheduling process attempts to meet is at least the amount you specify for the planning groups, days of week, times of day.

You can supply the amount of minimum staffing, in increments of 0.1 minimum staff, in various ways:  

• For all Planning Groups and times.
• For all Planning Groups and times where your forecast requires staff.
• For specific Planning Groups and days of week for all times of day.
• For specific Planning Groups and days of week for times where your forecast requires staff.

A new schedule generation validation message type for minimum coverage has been added.  You can configure the message severity for each business unit.

The schedule generation results are now organized into 'Agent Results' and 'Schedule Results' tabs.   Messages related to minimum coverage will appear on the schedule results tab.

Target Consistent Net Staffing

Select this option to generate shifts that deliver the most consistent service goal prediction across the entire schedule. When enabled, the system targets generating schedules that maintain a consistent level of overstaffing or understaffing across all time periods. Enabling this option may increase schedule generation time.

#ScheduleManagement
#WFMConfiguration,BestPractices

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

Hi @Eric Hagaman. I posted a comment on the original idea but i'll post it here too. I'm seeing the new functionality in one of my org's which has the new Token SKU's but i'm not seeing it in my other orgs which have switched over yet. Both have CX3 licenses. Is this feature limited to tokenised orgs or is that a bug? I can't imagine tokens are required for this feature. 

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing.

Minimum Coverage

Minimum Coverage provides a new mode of schedule generation & rescheduling where shift generation targets satisfying a user supplied amount of minimum staffing.  WFM Schedulers can use this function to systematically generate shifts that ensure minimum coverage for time periods of low or no demand, where maintaining a baseline staffing level is necessary for compliance or operational readiness. 

Note that lack of agents and/or work plan configurations allowing shifts during times where you have specified minimum staffing can prevent minimum staffing from being met.

When Minimum Coverage is enabled, for best results use the "Activity Smoothing: Schedule activities to offer the most consistent service goal prediction across the whole schedule" option, which places activities based on staffing requirements and minimum coverage configuration.  The other two selections ("Reduce concurrent activities...") do so without considering staffing requirements.

You can enable and configure Minimum Coverage and the amounts of Minimum Staff independently for each Business Unit. 

The minimum staffing you supply acts as a floor, ensuring that the staffing requirement that schedule generation or rescheduling process attempts to meet is at least the amount you specify for the planning groups, days of week, times of day.

You can supply the amount of minimum staffing, in increments of 0.1 minimum staff, in various ways:  

• For all Planning Groups and times.
• For all Planning Groups and times where your forecast requires staff.
• For specific Planning Groups and days of week for all times of day.
• For specific Planning Groups and days of week for times where your forecast requires staff.

A new schedule generation validation message type for minimum coverage has been added.  You can configure the message severity for each business unit.

The schedule generation results are now organized into 'Agent Results' and 'Schedule Results' tabs.   Messages related to minimum coverage will appear on the schedule results tab.

Target Consistent Net Staffing

Select this option to generate shifts that deliver the most consistent service goal prediction across the entire schedule. When enabled, the system targets generating schedules that maintain a consistent level of overstaffing or understaffing across all time periods. Enabling this option may increase schedule generation time.

#ScheduleManagement
#WFMConfiguration,BestPractices

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

Nothing to do with tokens. Could it be your two orgs are in different regions and thus will have the feature enabled on different days? https://help.genesys.cloud/articles/genesys-cloud-release-schedule/

Hi @Eric Hagaman. I posted a comment on the original idea but i'll post it here too. I'm seeing the new functionality in one of my org's which has the new Token SKU's but i'm not seeing it in my other orgs which have switched over yet. Both have CX3 licenses. Is this feature limited to tokenised orgs or is that a bug? I can't imagine tokens are required for this feature. 

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing.

Minimum Coverage

Minimum Coverage provides a new mode of schedule generation & rescheduling where shift generation targets satisfying a user supplied amount of minimum staffing.  WFM Schedulers can use this function to systematically generate shifts that ensure minimum coverage for time periods of low or no demand, where maintaining a baseline staffing level is necessary for compliance or operational readiness. 

Note that lack of agents and/or work plan configurations allowing shifts during times where you have specified minimum staffing can prevent minimum staffing from being met.

When Minimum Coverage is enabled, for best results use the "Activity Smoothing: Schedule activities to offer the most consistent service goal prediction across the whole schedule" option, which places activities based on staffing requirements and minimum coverage configuration.  The other two selections ("Reduce concurrent activities...") do so without considering staffing requirements.

You can enable and configure Minimum Coverage and the amounts of Minimum Staff independently for each Business Unit. 

The minimum staffing you supply acts as a floor, ensuring that the staffing requirement that schedule generation or rescheduling process attempts to meet is at least the amount you specify for the planning groups, days of week, times of day.

You can supply the amount of minimum staffing, in increments of 0.1 minimum staff, in various ways:  

• For all Planning Groups and times.
• For all Planning Groups and times where your forecast requires staff.
• For specific Planning Groups and days of week for all times of day.
• For specific Planning Groups and days of week for times where your forecast requires staff.

A new schedule generation validation message type for minimum coverage has been added.  You can configure the message severity for each business unit.

The schedule generation results are now organized into 'Agent Results' and 'Schedule Results' tabs.   Messages related to minimum coverage will appear on the schedule results tab.

Target Consistent Net Staffing

Select this option to generate shifts that deliver the most consistent service goal prediction across the entire schedule. When enabled, the system targets generating schedules that maintain a consistent level of overstaffing or understaffing across all time periods. Enabling this option may increase schedule generation time.

#ScheduleManagement
#WFMConfiguration,BestPractices

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

Hi Jay - All 4 orgs are in the Sydney region. The only difference is that one of them has AI tokens and the others don't. I've checked again this morning and it's still missing so looks like I'll log a job with customer care. 

Below is my non token org on left and tokenised org on right. The screenshot on the right has 2 additional options that aren't present in the other one. 

Nothing to do with tokens. Could it be your two orgs are in different regions and thus will have the feature enabled on different days? https://help.genesys.cloud/articles/genesys-cloud-release-schedule/

Hi @Eric Hagaman. I posted a comment on the original idea but i'll post it here too. I'm seeing the new functionality in one of my org's which has the new Token SKU's but i'm not seeing it in my other orgs which have switched over yet. Both have CX3 licenses. Is this feature limited to tokenised orgs or is that a bug? I can't imagine tokens are required for this feature. 

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing.

Minimum Coverage

Minimum Coverage provides a new mode of schedule generation & rescheduling where shift generation targets satisfying a user supplied amount of minimum staffing.  WFM Schedulers can use this function to systematically generate shifts that ensure minimum coverage for time periods of low or no demand, where maintaining a baseline staffing level is necessary for compliance or operational readiness. 

Note that lack of agents and/or work plan configurations allowing shifts during times where you have specified minimum staffing can prevent minimum staffing from being met.

When Minimum Coverage is enabled, for best results use the "Activity Smoothing: Schedule activities to offer the most consistent service goal prediction across the whole schedule" option, which places activities based on staffing requirements and minimum coverage configuration.  The other two selections ("Reduce concurrent activities...") do so without considering staffing requirements.

You can enable and configure Minimum Coverage and the amounts of Minimum Staff independently for each Business Unit. 

The minimum staffing you supply acts as a floor, ensuring that the staffing requirement that schedule generation or rescheduling process attempts to meet is at least the amount you specify for the planning groups, days of week, times of day.

You can supply the amount of minimum staffing, in increments of 0.1 minimum staff, in various ways:  

• For all Planning Groups and times.
• For all Planning Groups and times where your forecast requires staff.
• For specific Planning Groups and days of week for all times of day.
• For specific Planning Groups and days of week for times where your forecast requires staff.

A new schedule generation validation message type for minimum coverage has been added.  You can configure the message severity for each business unit.

The schedule generation results are now organized into 'Agent Results' and 'Schedule Results' tabs.   Messages related to minimum coverage will appear on the schedule results tab.

Target Consistent Net Staffing

Select this option to generate shifts that deliver the most consistent service goal prediction across the entire schedule. When enabled, the system targets generating schedules that maintain a consistent level of overstaffing or understaffing across all time periods. Enabling this option may increase schedule generation time.

#ScheduleManagement
#WFMConfiguration,BestPractices

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

Michael - idea: check to be sure your user has at least the 'view minimum staffing settings' permission.  Original post is now updated with the new permissions that control these configurations.

Hi Jay - All 4 orgs are in the Sydney region. The only difference is that one of them has AI tokens and the others don't. I've checked again this morning and it's still missing so looks like I'll log a job with customer care. 

Below is my non token org on left and tokenised org on right. The screenshot on the right has 2 additional options that aren't present in the other one. 

Nothing to do with tokens. Could it be your two orgs are in different regions and thus will have the feature enabled on different days? https://help.genesys.cloud/articles/genesys-cloud-release-schedule/

Hi @Eric Hagaman. I posted a comment on the original idea but i'll post it here too. I'm seeing the new functionality in one of my org's which has the new Token SKU's but i'm not seeing it in my other orgs which have switched over yet. Both have CX3 licenses. Is this feature limited to tokenised orgs or is that a bug? I can't imagine tokens are required for this feature. 

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing.

Minimum Coverage

Minimum Coverage provides a new mode of schedule generation & rescheduling where shift generation targets satisfying a user supplied amount of minimum staffing.  WFM Schedulers can use this function to systematically generate shifts that ensure minimum coverage for time periods of low or no demand, where maintaining a baseline staffing level is necessary for compliance or operational readiness. 

Note that lack of agents and/or work plan configurations allowing shifts during times where you have specified minimum staffing can prevent minimum staffing from being met.

When Minimum Coverage is enabled, for best results use the "Activity Smoothing: Schedule activities to offer the most consistent service goal prediction across the whole schedule" option, which places activities based on staffing requirements and minimum coverage configuration.  The other two selections ("Reduce concurrent activities...") do so without considering staffing requirements.

You can enable and configure Minimum Coverage and the amounts of Minimum Staff independently for each Business Unit. 

The minimum staffing you supply acts as a floor, ensuring that the staffing requirement that schedule generation or rescheduling process attempts to meet is at least the amount you specify for the planning groups, days of week, times of day.

You can supply the amount of minimum staffing, in increments of 0.1 minimum staff, in various ways:  

• For all Planning Groups and times.
• For all Planning Groups and times where your forecast requires staff.
• For specific Planning Groups and days of week for all times of day.
• For specific Planning Groups and days of week for times where your forecast requires staff.

A new schedule generation validation message type for minimum coverage has been added.  You can configure the message severity for each business unit.

The schedule generation results are now organized into 'Agent Results' and 'Schedule Results' tabs.   Messages related to minimum coverage will appear on the schedule results tab.

Target Consistent Net Staffing

Select this option to generate shifts that deliver the most consistent service goal prediction across the entire schedule. When enabled, the system targets generating schedules that maintain a consistent level of overstaffing or understaffing across all time periods. Enabling this option may increase schedule generation time.

#ScheduleManagement
#WFMConfiguration,BestPractices

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

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing.

Minimum Coverage

Minimum Coverage provides a new mode of schedule generation & rescheduling where shift generation targets satisfying a user supplied amount of minimum staffing.  WFM Schedulers can use this function to systematically generate shifts that ensure minimum coverage for time periods of low or no demand, where maintaining a baseline staffing level is necessary for compliance or operational readiness. 

Note that lack of agents and/or work plan configurations allowing shifts during times where you have specified minimum staffing can prevent minimum staffing from being met.

When Minimum Coverage is enabled, for best results use the "Activity Smoothing: Schedule activities to offer the most consistent service goal prediction across the whole schedule" option, which places activities based on staffing requirements and minimum coverage configuration.  The other two selections ("Reduce concurrent activities...") do so without considering staffing requirements.

You can enable and configure Minimum Coverage and the amounts of Minimum Staff independently for each Business Unit. 

The minimum staffing you supply acts as a floor, ensuring that the staffing requirement that schedule generation or rescheduling process attempts to meet is at least the amount you specify for the planning groups, days of week, times of day.

You can supply the amount of minimum staffing, in increments of 0.1 minimum staff, in various ways:  

• For all Planning Groups and times.
• For all Planning Groups and times where your forecast requires staff.
• For specific Planning Groups and days of week for all times of day.
• For specific Planning Groups and days of week for times where your forecast requires staff.

A new schedule generation validation message type for minimum coverage has been added.  You can configure the message severity for each business unit.

The schedule generation results are now organized into 'Agent Results' and 'Schedule Results' tabs.   Messages related to minimum coverage will appear on the schedule results tab.

Target Consistent Net Staffing

Select this option to generate shifts that deliver the most consistent service goal prediction across the entire schedule. When enabled, the system targets generating schedules that maintain a consistent level of overstaffing or understaffing across all time periods. Enabling this option may increase schedule generation time.

#ScheduleManagement
#WFMConfiguration,BestPractices

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

Great features but I was missing a list of permissions attached to them (they are currently documented nowhere), needed to figure it out myself.
Sadly, it happens often with the releases lately.

I am happy to announce two new Schedule Generation enhancements planned for release during the week of March 16, 2026: Minimum Coverage, and Target Consistent Net Staffing.

Minimum Coverage

Minimum Coverage provides a new mode of schedule generation & rescheduling where shift generation targets satisfying a user supplied amount of minimum staffing.  WFM Schedulers can use this function to systematically generate shifts that ensure minimum coverage for time periods of low or no demand, where maintaining a baseline staffing level is necessary for compliance or operational readiness. 

Note that lack of agents and/or work plan configurations allowing shifts during times where you have specified minimum staffing can prevent minimum staffing from being met.

When Minimum Coverage is enabled, for best results use the "Activity Smoothing: Schedule activities to offer the most consistent service goal prediction across the whole schedule" option, which places activities based on staffing requirements and minimum coverage configuration.  The other two selections ("Reduce concurrent activities...") do so without considering staffing requirements.

You can enable and configure Minimum Coverage and the amounts of Minimum Staff independently for each Business Unit. 

The minimum staffing you supply acts as a floor, ensuring that the staffing requirement that schedule generation or rescheduling process attempts to meet is at least the amount you specify for the planning groups, days of week, times of day.

You can supply the amount of minimum staffing, in increments of 0.1 minimum staff, in various ways:  

• For all Planning Groups and times.
• For all Planning Groups and times where your forecast requires staff.
• For specific Planning Groups and days of week for all times of day.
• For specific Planning Groups and days of week for times where your forecast requires staff.

A new schedule generation validation message type for minimum coverage has been added.  You can configure the message severity for each business unit.

The schedule generation results are now organized into 'Agent Results' and 'Schedule Results' tabs.   Messages related to minimum coverage will appear on the schedule results tab.

Target Consistent Net Staffing

Select this option to generate shifts that deliver the most consistent service goal prediction across the entire schedule. When enabled, the system targets generating schedules that maintain a consistent level of overstaffing or understaffing across all time periods. Enabling this option may increase schedule generation time.

#ScheduleManagement
#WFMConfiguration,BestPractices

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