Workforce Engagement Management

I created an activity code for agents working at home. It's an On Queue code labeled WFH. When i try to use it on a work plan it won't allow me because of over lapping with the breaks and lunches. Am I doing something wrong or is this just how Genesys works?

Activities 'Meal' and 'WFH' in daily shift 'Shift 1' will overlap. Move one of them to a different time
'Shift 1' paid time of 8 hour(s) cannot be less than activity paid time of 9 hour(s) 30 minute(s)
This work plan cannot produce any valid schedules due to constraint conflicts. Please adjust some constraints and re-validate

#WFMConfiguration,BestPractices

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Julie Kleedorfer
Administrative Assistant
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As far as I know the best way to get what you're trying to do is to have fixed breaks so it'll be

On Queue as the base then add WFH on top but rather than spanning across the entire day like you have, add it in multiple instances so it does not overlap with breaks.

This will mean you lose the ability to have the flexibility of breaks unfortunately.

https://genesyscloud.ideas.aha.io/ideas/WEM-I-193

Here's a post from idea portal which you can vote on where it's about changing ability to change default activity from on queue to a custom value.

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Brahdilleone Dermody
na
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Hi @Julie Kleedorfer, 

This is expected behaviour as the WFH On Queue is seen as an additional activity.

As @Brahdilleone Dermody suggests you could fix the breaks with WFH On Queue between them and create multiple versions of the shift to provide the schedule engine with "break flexibility". 

I hope this helps in the short term; longer term, we'd like to enhance the Work Plan functionality and incorporate the idea:

Ability to Change Default Activity from On Queue to a Custom Value

To help with understanding the challenge and prioritisation, please add your comments and vote to the idea.

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Other option would be to have one or more of these additional on queue activities have variable starts in a single shift.

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Jay Langsford
VP, R&D
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Original Message:
Sent: 01-09-2026 05:10
From: Paul Wood
Subject: Work plan with an added On Queue activity code - getting error

Hi @Julie Kleedorfer, 

This is expected behaviour as the WFH On Queue is seen as an additional activity.

As @Brahdilleone Dermody suggests you could fix the breaks with WFH On Queue between them and create multiple versions of the shift to provide the schedule engine with "break flexibility". 

I hope this helps in the short term; longer term, we'd like to enhance the Work Plan functionality and incorporate the idea:

Ability to Change Default Activity from On Queue to a Custom Value

To help with understanding the challenge and prioritisation, please add your comments and vote to the idea.

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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