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  • 1.  Genesys Cloud WFM Schedule Generation

    Posted 04-23-2021 04:08
    No replies, thread closed.
    Hi All,

    In Genesys Cloud WFM, schedule gets generated at BU level. Due to which whenever I generate schedule, it gets generated for all the agents. I have set of agents who support different work plan, for example Agent1 and Agent2 works from Monday to Friday (8 hours per day, 40 paid hours per week), Agent3 and Agent4 also 5 days in a week (but Monday to Sunday).
    If I make new work plan for second set of agents and try to generate schedule, then system generate schedule for all the agents which I don't want as I already have schedule published for first set of agents (Agent1 and Agent2).
    Please let me know if any solution exist for this problem.
    #Unsure/Other

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    Rahul Tyagi
    Accenture India
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  • 2.  RE: Genesys Cloud WFM Schedule Generation

    Posted 04-23-2021 17:22
    No replies, thread closed.
    When you say "generate schedule" are you actually meaning "reschedule"?  In which case you can selectively decide which agent(s) etc to include/exclude in that reschedule.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 3.  RE: Genesys Cloud WFM Schedule Generation

    Posted 04-26-2021 01:03
    No replies, thread closed.
    Hi @Vaun McCarthy,

    Generate schedule means generating schedule using 'Generate' button for new agents in a new work plan. But in this case, there is no option to select ​only new agents. Whenever I select 'Generate' button, system generate schedule for all the agents (including new and old).
    How can I avoid this?

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    Rahul Tyagi
    Accenture India
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    Original Message


  • 4.  RE: Genesys Cloud WFM Schedule Generation
    Best Answer

    Posted 04-27-2021 07:09
    No replies, thread closed.

    It is possible via intraday rescheduling to add new agents that were assigned to a work plan after initial schedule generation.

    https://all.docs.genesys.com/ui/#/federated?query=rescheduling&from=genesyscloud - search for rescheduling articles in resource center
    https://help.mypurecloud.com/articles/add-new-agents-to-the-schedule/ - specific article explaining adding new agents to a schedule via rescheduling



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    Jay Langsford
    VP, R&D
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    Original Message


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