Add a new bid

AI-generated summary

Genesys Cloud's workforce scheduling system provides administrators with comprehensive work plan bid functionality to streamline agent scheduling through structured bidding processes. Access to bid management features requires specific licensing (Genesys Cloud CX 1-4, WEM Add-ons, or EX license) and the "Workforce Management > Work Plan Bid > Add" permission. Administrators can create customizable bid events by configuring bid names, setting bid windows with defined start and end dates, and establishing effective dates for work plan activation. The platform allows configuration of visible data to agents during bidding, including work plan names and minimum/maximum paid hours. Bid configurations support multiple bid groups containing agents, work plans, and planning groups, with integration capabilities for forecast data and service level agreement calculations. The system implements a structured bidding workflow where administrators configure bid groups to organize agents, work plans, and planning groups, then run staffing calculations to generate schedule recommendations. Bid types include Work Plan and Schedule Bid options that specify scheduling duration in weeks. Decision Metrics determine bid selection through Agent Ranking (hire date or performance-based) and Tie-Breaker options (random assignment, performance, or custom sorting), with custom metrics requiring import via User Attribute Service APIs. The Forecast feature calculates service level agreements and required agent counts based on selected forecasts aligned with schedule set durations, supporting up to six-week selections while excluding daylight savings time-impacted weeks. Only one open bid can exist at a time. Key functionalities include staffing calculations, suggested work plan views, agent requirement management, and real-time bid submission tracking. The system provides a Review and Publish interface for finalizing schedules and enables administrators to override individual agent work plans through the Override Work Plan dialog. Administrators can preview changes using the Eye icon before finalizing and access the Override Schedule Set dialog box for necessary modifications. The effective date for work plan changes occurs only on the business unit's designated start day of the week, with the system terminating overlapping work plan assignments when changes take effect. The Bid section automatically updates based on modifications, providing real-time of bid details. Bid status monitoring features provide automatic updates and allocation tracking across the organization

PrerequisitesClick to expand

Create a bid that allow agents to bid on work plans or schedule sets. During the bidding process, agents rank their preferences, and Workforce Management assigns results based on the configured decision metrics and available slots.

The bid creation happens in the following sequential order:

Create a new bid: First, add a new bid from the Schedule Bids page.
Set up the bid event: Next, configure bid settings, select forecast, create bid groups, and configure staffing needs.
Finalize the bid: Next, review the bid and publish the bid created. In addition, review agent submissions when the bid window is open.
Preview the bid summary: Next, preview the details of the bid.

The following sections elaborate the bid creation process.

Create a new bid

To create a new bid type, perform the following steps:

Click Menu > Workforce Management > Work Plan Configuration > Schedule Bids.
In the Business Unit field, select the business unit.
Click New Bid.

Set up a bid event

In the New Bid page, configure your bid information by entering details in each section. Configure this information in the specified sequence. The next section is enabled only when you complete the preceding section.

Configure bid settingsClick to expand

To configure the settings of the bid, perform the following steps:

Click Settings. The Settings page opens.
In the Bid Name field, enter the name of the bid.
In the Data Visible to Agents field, select the data show to agents when the bid opens for bidding. This setting defines the data that agents see when they enter their preferences. You can select either or both of the following options:
- Work Plan Name.
- Minimum/Maximum Paid Hours. This field is not available for selection when you select schedule set as your bid type.
In the Bid Window field, set the start and end dates for the bid. In this window, agents can give their preference. The bid window can be set only to a future date.
- In the Start Date field, click to select the start date.
- In the End Date field, click to select the end date.
In the Effective From field, click the field to set the date when the bid becomes effective. When you generate future schedules, the agent’s allocated work plan or schedule set automatically updates for schedules on or after the date selected. The effective date only happens on the business unit’s start day of the week.
To remove any of the agent’s work plan overrides, work plan rotations, or schedule set assignments, select the Terminate any overlapping effective dated work plan or schedule set related moves when this change takes effect checkbox. This option allows the results of the bid to take effect on the expected date. Use this checkbox only when you set the Bid Type field to Work Plan.
In the Bid Type field, select one of the following:
- Work Plan
- Schedule Set. When you select this option, the Number of weeks to be scheduled field appears. Select the number of weeks you want to schedule the bid. The default selection is six weeks. You can set the schedule bid up to six weeks. You cannot change the bid type selection once you create the bid.
In the Decision Metrics section, select your options. You cannot make the same selection in both fields.
- In the Agent Ranking field, select one of the following:
  - Hire date: Bids are processed based on the agent hiring date. Bids are sorted and processed in ascending order (longest first). For example, when only one slot is available and two agents place bids for the same slot, then whoever has an earlier hire date gets preference for this bid.
  - Performance: The system adds an integer value for this field based on the selected agent’s bid. You can sort the agents based on their performance (top performer first).
- In the Tie-Breaker field, select the option. Based on the selection made in the previous field, the fields for selection appear in this field.
  - Randomly Assign: The system assigns a random number to each agent and sorts the bids in ascending order.
  - Performance: The system sorts the bid based on performance.
    - Custom: The system sorts the custom selection in ascending order.
Click Save.
Note: The custom Decision Metrics, Performance, and Tie-Breaker (Custom), must be imported using the User Attribute Service APIs. For more information, see workforcemanagement/users.
- - /api/v2/workforcemanagement/users/workplanbidranks/bulk
  - /api/v2/workforcemanagement/users/{userId}/workplanbidranks
    - /api/v2/workforcemanagement/users/{userId}/workplanbidranks

Select and configure the forecastClick to expand

On this page, select the forecast that the system uses to generate work plan suggestions. After you select a forecast, the system calculates the service level agreements and the number of agents required in each work plan for the shift to operate as intended. If you selected schedule sets, the forecast list is filtered based on that selection. For example, if you selected a six-week schedule set, the system displays forecasts that correspond to the six-week period. To guarantee schedule generation, select week one; do not select any other unscheduled week in the six-week period.

To configure the forecast of the bid, perform the following steps:

Click Forecast.
In the Select Date field, select the required date and click the option available against the corresponding week entry.
In the Selected Week or Analysis Start Week drop-down, select the week for work plan or schedule set, respectively.
Click Save.

Note: You cannot select forecast weeks that are impacted by daylight savings time.

Create bid groupsClick to expand

Configure staffing for the bidClick to expand

To configure the staffing for the bid, perform the following steps:

Click Staffing.
To generate and review the work plan or schedule set recommendations, click Run Calculation. Only one bid at a time can remain open. If an open bid exists, the calculation cannot run.
The Suggested Work Plans or Schedule Sets view appears with the recommended slot details. Review the details of the work plan or schedule set. For schedule sets, when you hover your mouse on a shift, you can view the entire shift details. As an administrator, you can modify the priority of the schedule set. To view the details of the schedule, use the forward and backward buttons in the Week view.
Click Save.

Finalize the bid

To complete the bid, perform the following steps:

Click Agent Submissions. You can view the submission details in this section.
Click Schedule Bid. When you enable this setting, the agents submit their bids. This page updates with the details of the agents who submit their bids versus the agents who have not. The submissions page is open until the set end date. After the bid window closes, move to the next step of publish.
Click Review and Publish.
- For work plans, review the details available on this view.
  1. Click the Edit button available against each agent row and edit the assigned work plan. The Allocation Override dialog box appears, where you can modify the details.
  2. Click Override.
- For schedule sets, review the details available on this view.
  1. Click View .
  2. In the Review and Publish table, click Override . The Allocation Override dialog box appears.
  3. Make the required changes.
  4. To view the details of the schedule set, hover your mouse on any of the days in the schedule set.
  5. Review and change as necessary.
  6. Click Save.
Review the changes in the Review and Publish view.
Click Publish.
The Publish Bid dialog box is displayed. Click Yes.

The main view appears with completed sections.

Preview the bid summary

This section displays a summary of the bid and automatically updates based on the changes you make to the bid.

Displays the bid summary section.

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