Genesys Cloud - Main

Hi all,  In our centre we have staff that have special circumstances that we need to roster for. EG - part time roster that differs to full time roster,  off phone tasks that occur the same time every day.

Using pure cloud we can set up the specific shift as a work plan, but we don't seem to be able to assign this work plan to the correct agent.

Has someone else worked out a way to do this?

Hi Heather, could you expand on the "don't seem to be able to assign this work plan to the correct agent" part? I am not clear if you cannot assign a particular person to the work plan during configuration, you are not getting the agent to actually be scheduled, when the agent is scheduled it does not seem to be a shift that conforms to configuration, or something else.

Hi @Jay Langsford . Ideally we would like to assign a permanent shift arrangement in the work plan. EG Joan smith always works 9-2, Monday to Friday.  I can create the 9-2 Monday - Friday, but when I generate a schedule a random agent is assigned to the shift each day instead.

That should be attainable with the current product. If the days are required and there is a minimum paid time requirement, then all agents assigned to the work plan will be scheduled.

The scheduling engine is free to choose amongst any set of daily shift configurations each day as long as it results in a valid weekly shift.

I am not sure if you might be suggesting that you want one amongst several daily shifts to always be chosen for Joan - if that is the case, then she will need her own work plan with just the one shift configuration per day.

Agents are assigned to work plans not daily shift configurations. So, if you have, for example, a 'Morning Flex' work plan that has several daily shifts for each day (e.g., 2h no breaks or meals; 4h one break; 6h one break and one meal; 8h with two breaks and one meal - all/some with variable start windows, etc.), but you want a subset of agents to have very specific shifts, then you want those agents to be assigned to a more specific/targeted work plan (e.g., "9am-2pm", "Morning 40h", etc.).

I would suggest opening a support ticket for further assistance.

That's perfect Jay! I wasn't even aware there could be more than one work plan. This has solved the issue.

That's excellent, glad I could help. I will get with documentation and make sure we add that point along with some examples. Always looking to improve our offering on all fronts, so thanks for the question.

Hi Heather. I wanted to let you know that I updated About work plans (https://help.mypurecloud.com/articles/about-work-plans/) in the Resource Center to clarify that users can add more than one work plan, and also added a scenario where one might want additional work plans. Thanks for helping us improve our documentation!