Workforce Engagement Management

Hi all,

We've been using Activity Plans for one of our teams for their off-queue time. However when we combine this with the work plans we've created, we've noticed that there's a lot of periods in the schedules with 15min on-queue.  Having to expect someone to jump on queue for a 15min block isn't desirable.

In the activity plan, the scheduling activity is 90mins and the Mailboxes they work on is an hour.  (The 1 hour mailbox is mandated, but the scheduling isn't that time dependent)

What I'd like to know is how can we better plan these shifts so that we don't need to manually adjust all these 15min on-queue blocks.  The easy way would just be to give everyone their own individual workplans, but that kinda defeats the purpose of letting Genesys do it's magic.

Most of the Workplans look something like this;

Is it better to rework the activity plans, or is there anything in relation to the work plans that could help?

Example below;

More end of day gaps.

Hi @Robert Niblock, 

Not sure if this is important or not, but in your work plan do you have Contigous Work Time ticked?


I believe then the work plan should take into account the minimum and maximum time to be on queue when looking at breaks, meals and off queue time. I am not sure though if that rule applies when the off phone activity is placed via Activty Planner though. 

Hi all,

We've been using Activity Plans for one of our teams for their off-queue time. However when we combine this with the work plans we've created, we've noticed that there's a lot of periods in the schedules with 15min on-queue.  Having to expect someone to jump on queue for a 15min block isn't desirable.

In the activity plan, the scheduling activity is 90mins and the Mailboxes they work on is an hour.  (The 1 hour mailbox is mandated, but the scheduling isn't that time dependent)

What I'd like to know is how can we better plan these shifts so that we don't need to manually adjust all these 15min on-queue blocks.  The easy way would just be to give everyone their own individual workplans, but that kinda defeats the purpose of letting Genesys do it's magic.

Most of the Workplans look something like this;

Is it better to rework the activity plans, or is there anything in relation to the work plans that could help?

Example below;

More end of day gaps.

Hi all,

We've been using Activity Plans for one of our teams for their off-queue time. However when we combine this with the work plans we've created, we've noticed that there's a lot of periods in the schedules with 15min on-queue.  Having to expect someone to jump on queue for a 15min block isn't desirable.

In the activity plan, the scheduling activity is 90mins and the Mailboxes they work on is an hour.  (The 1 hour mailbox is mandated, but the scheduling isn't that time dependent)

What I'd like to know is how can we better plan these shifts so that we don't need to manually adjust all these 15min on-queue blocks.  The easy way would just be to give everyone their own individual workplans, but that kinda defeats the purpose of letting Genesys do it's magic.

Most of the Workplans look something like this;

Is it better to rework the activity plans, or is there anything in relation to the work plans that could help?

Example below;

More end of day gaps.