A place to ask questions, connect with others, and stay in the know
If the scenario is:- Schedule the week of 10-Oct is published with agents 1-10- Agent 11 was hired and 10-Oct is their first day- And you want to add just agent 11 to the published 10-Oct schedule
Then you can either manually add them to the published schedule (Add Agents, or select another agent's existing shift and Copy Shift to Agents) or you can utilize the intraday rescheduling wizard. https://help.mypurecloud.com/articles/add-new-agents-to-the-schedule/
The first screen of rescheduling wizard is to optionally select agents to add to the schedule for a scenario like above (note the caveat that the agents must belong to a work plan or a work plan rotation). They wouldn't be in the reschedule list (step/page 2), because they aren't on that schedule. If you only want that one agent added with no other changes, then ensure no other agents are selected in step 1 or 2 and for step 3 ensure no activity codes are selected for re-optimization.
If you are instead not making real changes, then I would recommend a completely separate business unit that you use for training/demo with 'agents' that are not really agents - or possibly a dev org.
Schedules are at the business unit level so there is no notion of selecting a set of agents to only be scheduled. In a round about way you could do that by utilizing the Enabled designation on work plans. However I do not think a real business unit should be used for training/test - you don't want a production environment to have any 'playground' activity. Not exactly sure how 'complete' your how to document needs to be, but you could also doc things up to the point of saving a published schedule or publishing an unsaved schedule on an agent add...
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.