The behavior you are experiencing with Activity Plan recurrences is not a simple configuration error, but rather a consequence of several known platform limitations and specific design choices within Genesys Cloud's Workforce Management scheduling engine. Your observations regarding sessions falling on the wrong week, sessions being randomly dropped, and the recurrence edit option being grayed out are all documented issues that other administrators have encountered. Let me address each of these points in detail.
The inconsistent biweekly recurrence you are seeing, where sessions skip to the third week or disappear entirely, is a known issue that has been confirmed by the Genesys Cloud Workforce Management Product Manager . The recurrence logic is heavily dependent on the schedule generation window length. For recurrences longer than one week, such as your two-week cadence, the schedule generation window must match the recurrence period. If you generate schedules in smaller weekly chunks, the system will plan all sessions within the first week and then no more sessions will be generated until the next recurrence period begins . This explains why some weeks return no sessions at all, even when your Session Availability window appears correctly configured.
The issue of sessions being randomly dropped when you delete a published schedule and regenerate it is also a well-documented limitation. During a rerun, the system does not change already suggested occurrences or sessions; it only includes unscheduled or new attendees into existing sessions or creates new sessions based on the configuration . If you delete a published schedule but an Activity Plan occurrence for that period still exists, the system may skip that Activity Plan because it detects a conflict from the existing occurrence . This can cause the seemingly random behavior of some sessions appearing and others disappearing.
Regarding the recurrence edit option being grayed out, this is not a bug but a known limitation that has been raised with the documentation team for clarification . The recommended workaround is to create a copy of the Activity Plan, make the necessary changes to the copy, and then deactivate the original . This is the officially suggested approach for modifying recurrence settings after a plan has been created.
The broader scheduling engine behavior you are questioning is accurate: Activity Plans are indeed "layered on top" of Work Plans during schedule generation . The system solves for the best outcome across all constraints simultaneously, with Work Plan constraints taking priority since shifts must adhere to those requirements. Activity Plans can only schedule sessions during "on queue" time or activities marked as "Is interruptible" . Even when "Favor scheduling all attendees" is selected, the system will still search for the best possible time while respecting service goals as much as possible, which can result in greatly reduced service goal predictions . The "Favor scheduling all attendees" setting does not force scheduling regardless of all constraints; it simply prioritizes finding sessions over maintaining service goal compliance, but other factors like minimum/maximum group sizes, facilitator availability, and shift scheduling still apply .
To force an Activity Plan to schedule at a fixed time, the most reliable approach is to use the Session Availability constraints to narrow the search period to a specific day and time window, combined with "Favor scheduling all attendees" . However, even this approach has limitations; it will not schedule sessions outside of an agent's shift or over uninterruptible activities . For truly mandatory fixed-time events that must happen regardless of schedule constraints, Work Plan Activities are the more reliable method, as they are built directly into the work plan rotation . Alternatively, manual bulk scheduling for events that cannot be accommodated through either method remains a viable fallback approach .
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Camila Meneghini
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