Combined_Schedules.md

# 5.2 Schedules Overview ## Objective To ensure efficient agent utilization, MehGivePlus will manually create a **forecast-based schedule** for the **US Midwest Eastern Business Unit**. This schedule will cover a **4-week period**, assigning working hours to all agents on a weekly basis. --- ##...

# 5.2 Schedules Overview ## Objective To ensure efficient agent utilization, MehGivePlus will manually create a **forecast-based schedule** for the **US Midwest Eastern Business Unit**. This schedule will cover a **4-week period**, assigning working hours to all agents on a weekly basis. --- ## Key Benefits - **Optimized Workforce Deployment**: - Identify underdeployment or overdeployment using forecast data. - Make necessary adjustments to align resources with demand. - **Efficient Contact Center Planning**: - Ensure the right people with the right skills are available at the right time and place. --- ## Scheduling in Genesys Cloud Workforce Management ### Methods to Create Schedules 1. **Load-Based Scheduling** - Uses the scheduling engine to match forecasted needs. - Considers constraints from work plans and agents. 2. **Expected Shift Patterns** - Used when no forecast is available. - Scheduling algorithm optimizes shifts based on: - Shortest, median, longest, or staggered time spans for shift lengths. - Earliest, median, latest, or staggered start times for flexible shifts. 3. **Blank Schedules** - Provides freedom to: - Add agents. - Create shifts. - Configure parameters based on business needs. --- ## Steps to Create and Manage Schedules 1. **Access Schedules**: - Navigate to **Admin > Workforce Management > Schedules**. 2. **Select Management Unit**: - Use the **Management Unit list** in the upper-right corner to choose the appropriate unit. 3. **Default View**: - The schedule opens to the **current day view** (not the first day of the week). 4. **Generate Schedules**: - Use forecast-based data to determine staffing needs and create a 4-week schedule. --- ## MehGivePlus Configuration Progress - Nearly 50% of Workforce Management configurations have been completed. - Forecast-based schedules are being generated to enable adjustments in workforce deployment. --- ### #MehGivePlus #WorkforceManagement #ForecastBasedScheduling #GenesysCloud #ContactCenterPlanning --- # 5.3 Add a Blank Schedule # Creating a Blank Schedule in Genesys Cloud ## Overview A **blank schedule** provides flexibility for administrators to manually add agents, shifts, and configure schedule parameters based on specific needs. --- ## Steps to Create a Blank Schedule 1. **Access the Schedules Page**: - Navigate to **Admin > Workforce Management > Schedules**. 2. **Generate a New Schedule**: - Click **Generate**. - The **Generate Schedule** page opens. 3. **Set Schedule Parameters**: - Specify the **schedule start week**. - Define the **schedule length**. 4. **Select Scheduling Method**: - Under the **Scheduling Method** list, choose **Create Blank Schedule**. 5. **Add Schedule Details**: - Add agents to the schedule. - Create shifts and assign **activity codes**. - Specify the **maximum number of weeks** for the schedule. 6. **Save and Publish**: - Save the schedule. - To make it visible to agents, click **Publish**. --- ## Key Points - Blank schedules rely on manual input for agents, shifts, and configuration. - Publishing the schedule allows agents to view their assignments. --- ### #GenesysCloud #BlankSchedule #WorkforceManagement #ScheduleGeneration --- # 5.4 Generate a Forecast-Based Schedule # Forecast-Based Schedule Generation in Genesys Cloud ## Overview Forecast-based schedule generation uses forecast data along with scheduling constraints to create weekly schedules that optimize: - **Service performance**: Predicted service levels match requirements. - **Efficiency**: Minimizes paid hours while ensuring adequate coverage. ### Key Points - **One Schedule per Business Unit**: Only one schedule can be generated per business unit at a time. - **Last Scheduling Attempts**: The latest schedule appears in the **Last Scheduling Attempts** section on the Schedules page. --- ## Creating a Forecast-Based Schedule 1. **Access the Schedules Page**: - Navigate to **Admin > Workforce Management > Schedules**. - Click **Generate**. 2. **Set Schedule Parameters**: - Select the week to schedule. - Specify the **number of weeks** for the schedule length. 3. **Select Scheduling Method**: - Under **Scheduling Method**, choose **Create Schedule with Forecast**. - Click **Generate**. 4. **Review the Generated Schedule**: - Open the schedule and verify: - Agents have proper hours assigned per week. - Coverage aligns with forecasted needs. - At the bottom of the schedule editor page, check: - **Scheduled Agents** vs. **Forecasted Agents**. - Identify and resolve coverage gaps. 5. **View Activity Counts**: - Optionally, view activity counts across agents. 6. **Publish the Schedule**: - When ready, click **Publish** to make the schedule visible to agents. --- ## Tips for Faster Schedule Generation - **New Permissions**: - If you recently added the `Workforce Management > Agent Schedule > Utilize Load Based` permission, it may take a minute or two for agents to appear in schedules. - **Sync Agents**: - For quicker updates, navigate to **Configuration > Agents** and select **Sync Agents**. --- ## Schedule Generation Warnings ### Categories of Messages - **Error**: Highest priority, must be resolved before proceeding. - **Warning**: Medium priority, indicates potential issues. - **Information**: Lowest priority, for reference only. ### Viewing Warnings 1. Navigate to the **Schedules** page. 2. Select the schedule with warnings. 3. In the **Generation Results** column, click the error or warning. 4. Review the messages and click **OK** when done. ### Common Warning Example - **Missing Permission**: - "Workforce Management > Agent Schedule > Utilize Load Based" is missing. - If this permission was added within the last 4 hours, click **Sync Changes** on the **Agents List** page. For more details, refer to the [View schedule generation messages](#) article. --- ### #GenesysCloud #ForecastBasedScheduling #ScheduleGeneration #WorkforceManagement --- # 5.5 Edit a Schedule # Managing Last-Minute Schedule Changes in Genesys Cloud Schedules often require adjustments after they are created. The **Schedule Editor** provides flexibility to accommodate last-minute changes, ensuring your schedule remains effective and efficient. --- ## Common Adjustments ### 1. **Adding Activities** - Example: A supervisor needs to meet with two agents about a new project. - From the **Activity Menu**, select **Meeting**. - Click the **+** sign and drag the activity to the schedule. - Options: - Repeat the same steps for the other agent. - Use **Copy Activity to Agents** to assign the meeting to multiple agents. ### 2. **Swapping Shifts** - Example: Two agents agree to trade shifts (e.g., one has a medical appointment). - Select the two agents in the schedule. - From the **Select Action** list, choose **Swap Shifts**. ### 3. **Handling Time-Off Requests** - Supervisors typically avoid approving time-off requests after the schedule is published. - Before publishing changes: - Use the **Show Time Off Requested Differences** action to verify the schedule is unaffected. --- ## Schedule Management Options ### Actions from the **Select Action** Menu 1. **Shift Management**: - Assign shifts from one agent to another. - Replace an entire shift or specific activities within a shift. - Swap one agent’s shift with another. - Copy a shift to multiple agents or across multiple days. - Add or remove agents from the schedule. 2. **Activity Management**: - Add activities for agents. - Adjust the duration of activities within a shift. - Modify activity details. 3. **Other Actions**: - Include more agents in the schedule. - Review and manage shift history (e.g., see who made changes and when). - View paid hours per day or week for agents. --- ## Additional Tasks in the Schedule Editor ### 1. **Display Options** - Change how schedules are displayed: - View by day. - View by date range. - View by week. - Vertical view. ### 2. **Team and Unit Selection** - Filter schedules by specific **work teams** or **management units**. ### 3. **Summary and Count Review** - Review scheduled and forecast counts, activity counts, and daily summaries. ### 4. **Adherence Information** - View adherence details directly within the schedule editor. ### 5. **Agent Information** - Review agent-specific details: - Scheduled hours. - Paid hours per day or week. --- ### #GenesysCloud #ScheduleManagement #WorkforceManagement #LastMinuteChanges --- # 5.6 Manage Schedules # Schedule Management Features in Genesys Cloud ## Copying a Schedule ### Steps to Copy a Schedule 1. Select the schedule to copy and click **Copy**. 2. On the **Copy Schedule** page: - Click the calendar icon to select the **Schedule Week**. - Optionally, add a **Description** for the new schedule. 3. Click **Save**. 4. Open the copied schedule to make any required modifications. --- ## Deleting a Schedule 1. Select the published or unpublished schedule to remove. 2. Click **Delete**. 3. Confirm the deletion when prompted. --- ## Undo or Redo Changes to a Schedule ### Key Points - Undo or redo unsaved changes one at a time until the last save. - History begins with the last save or schedule load. - You cannot undo changes after saving the schedule. ### Shortcuts - **Undo Changes**: Press `Ctrl + Z` (Windows) or `Cmd + Z` (Mac). - **Redo Changes**: Press `Ctrl + Y` (Windows) or `Cmd + Y` (Mac). --- ## Initiating an Intraday Reschedule ### Purpose Reoptimizes shift start times, lengths, and activity start times after manual changes to the associated short-term forecast. ### Steps 1. Open the required schedule. 2. In the **Schedule Editor**, click **Reschedule**. 3. Complete the Reschedule Wizard and save any manual changes before starting. > **Note**: The system only reschedules existing shifts. Agents not originally part of the work plan are eligible for rescheduling. --- ## Adding Newly Hired Agents to a Published Schedule ### Steps 1. **Select Agents to Reschedule**: - Choose all agents or specific ones to add to the published schedule. 2. **Select Activity Codes**: - Reschedule all or selected activity codes. 3. **Configure Reschedule Settings**: - Specify start and end dates for rescheduling. - Ensure activities start **at least two hours** from the current time. 4. **Start the Rescheduling Process**: - A red bar indicates progress; it turns green upon completion. --- ## Exporting Scheduled and Forecast Data ### Steps 1. Open the schedule. 2. From the **Select Action** menu, choose **Export Scheduled and Forecast**. ### Exported Data Includes: - **Scheduled Data** - **Forecast with Shrinkage** - **Difference with Shrinkage** - **Forecast without Shrinkage** - **Difference without Shrinkage** --- ## Auditing Historical Schedule Changes ### Audit Log Viewer - **Access**: - Use the footer on any Admin page or go to **Admin > Troubleshooting > Audit Viewer**. - **Details Displayed**: - Schedule IDs and actions taken (e.g., added, published, updated, deleted). - Logs only **saved changes** (not pending or failed actions). --- ## Shift Trades ### Overview Agents can trade complete shifts with others, subject to administrator settings. ### Key Features - Set a **minimum time** between trade approval and shift start (e.g., 24 hours). - **Automatic Review**: - **On**: Approved/denied requests trigger inbox notifications to agents. - **Off**: Administrator-reviewed trades send notifications to relevant parties. - **Review Queue**: - Trade requests requiring review appear in the **Requests Needing Review** row in the Shift Trades view. --- ### #GenesysCloud #ScheduleManagement #ShiftTrades #IntradayReschedule #WorkforceManagement --- # 5.7 Swap Shifts # Swap Shift Feature in Genesys Cloud Workforce Management ## Overview The **Swap Shift** feature allows agents to exchange shifts with suitably qualified colleagues directly in the **Schedule Editor**. This can include: - Swapping a single shift between two agents. - Swapping all shifts between two agents. --- ## Key Features 1. **Flexibility in Shift Swapping**: - An agent can request to swap one or multiple shifts with a colleague. - Both parties must be qualified to perform the scheduled tasks. 2. **Future Shift Exchange**: - Agents exchange a current shift for one of their colleague’s **future scheduled shifts**. --- ## Accessing Swap Shift The **Swap Shift** option is located under **Schedules** in Genesys Cloud Workforce Management. --- ### #GenesysCloud #SwapShift #WorkforceManagement #ScheduleEditor ---