Workforce Engagement Management

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  • 1.  WEM Work Plan: Default On Queue Time

    Posted 01-11-2023 08:45
    Clients have some agents who are able work queues, but primarily do off queue work. The default activity codes in WEM work plans is "on queue' but clients would rather they be scheduled for a different activity code E.g. Off Queue or Custom Activity Code, and allow the breaks/meals to interrupt accordingly.  Essentially, if they aren't scheduled for break/meal/meeting etc. they're unscheduled time should be Off Queue or another Custom-set activity code.

    Right now, the only solution we've found is to add blocks of "off queue" time throughout the day, but with flexible breaks and meals, this still allows for some time to be marked as "on queue" counting the agent as out of adherence if they're off queue.  Does anyone know a better way around this or a related idea?

    Shelby Cronk
    ConvergeOne, Inc.

  • 2.  RE: WEM Work Plan: Default On Queue Time

    Posted 01-12-2023 07:42
    Following this post as well.

    Some insight as to what I've done for my company is utilize Work Plans for those with set schedules so I can build in other activity codes.

    We have set schedules & lunches, but unscheduled break times. Each of my Reps are in their own work plan so they can stick to their set schedule in Genesys.

    Otherwise, I would need to manually put this in. I do the same with our Chat team, too. They're technically on queue - but they're taking Chats.

    Jacqueline Turner
    New York Central Mutual Fire Insurance Co-

  • 3.  RE: WEM Work Plan: Default On Queue Time

    Posted 01-24-2023 12:16
    Hi Shelby,

    Take a look at this idea on the Ideas Lab - if this is similar to what you are looking for, please vote and add your comments so the PM team are aware.


  • 4.  RE: WEM Work Plan: Default On Queue Time

    Posted 01-27-2023 08:35

    Thanks for the post Shelby,

    Could you go into more info on the workplan structure in this instance? If you can provide more info on the workplan design we can test some configurations for you.

    @Jacqueline Turner highlighted an approach to the solution in the post above, especially the first screenshot that overlaps the on-queue base time with 'off queue' activity instead. This would force the scheduler to build the shift as outlined. 

    On Queue is the default setting as this is the most common base item of any shift pattern. 

    Cameron Smith
    VP, Product Management - Workforce Engagement Management

  • 5.  RE: WEM Work Plan: Default On Queue Time

    Posted 01-27-2023 12:50
    The situation is that a client has a subset of their agents that work "off queue" work a majority of the day and only "hop into queue" as needed.  They would like to continue having the flexibility of breaks/meals for these users, but there is no way to span the "off queue" activity for the entire day and have the breaks/meals interrupt it in at the appropriate time.

    Shelby Cronk
    ConvergeOne, Inc.

  • 6.  RE: WEM Work Plan: Default On Queue Time

    Posted 01-30-2023 03:52
    Edited by Gerard McGlynn 01-30-2023 03:53
    I come up against this with most migration customers from the likes of Avaya/Verint to Genesys.

    It Avaya/Verint, the base activity can be set to any code, where as Genesys is locked to On Queue only.

    I understand flexibility would break in adding off queue as there is no forecast for net staffing an off queue activity but, to be able to set this as a base of back office colleagues or have the ability to blanket training on new starters in the workplan rather than manually having to amend the segments in the workplan or schedule management screen would be a couple of use cases I have come up against.

    this idea was accepted however, has had no visible movement/updates - Workplans- ability to change default | Genesys Cloud Ideas Portal (


    Gerard McGlynn
    WEM Consultant
    IP Integration Limited