Set up shift activities

AI-generated summary

Genesys Cloud provides a comprehensive shift activity management system that enables detailed configuration of work plans and schedules through an intuitive drag-and-drop interface with one or five-minute granularity precision. The platform supports flexible scheduling across multiple days with customizable activity parameters, including relative time scheduling with adjustable start times, duration settings, and time constraints relative to shift boundaries. Work plans require daily shift configurations that establish agent schedules and coverage requirements, with each shift containing specific start/end times and assigned activities. The system manages various activity types including interaction handling, meetings, breaks, and training sessions, with automatic monitoring of break distribution to maintain proper work-rest patterns and compliance with minimum/maximum time constraints between activities. Configuration options are available at the Business Unit level, with activities fully customizable through dialog boxes that allow modifications to timing parameters, break rules, descriptions, and paid status. Users can add activities to shifts using a drag-and-drop interface by selecting activities from a code list and positioning them within the shift timeline, with activity length adjustable using sizing arrows or the Edit Activity dialog box in one or five-minute increments. Activity start times can be configured in multiple ways: relative to shift start with specified hours/minutes offset, relative to shift end with minimum and maximum length constraints up to 23 hours and 55 minutes, as absolute fixed times, or as flexible start times with earliest and latest boundaries. The system uses relative time calculations rather than absolute clock times, allowing administrators to configure actual activity start times by disabling relative scheduling and entering specific times, or enable flexible start times by specifying earliest and latest start times with customizable hour and minute increments. Additional configuration options include designating activities as paid time or contiguous work time to prevent excessive agent work periods without breaks, and adding optional descriptions for activity definitions. All timing parameters are adjusted using Hours and Minutes arrows for precise incremental control, with activity length modifications based on the Business Unit scheduling granularity setting.

Series: Add a work plan

Previous suggested step: Configure the work plan’s daily shifts

Next suggested step: Add agents to the work plan

After you configure the work plan’s daily shifts, you can set up shift activities.

Add an activity to the shiftClick to expand

Select the activity that you want to add, and then use the Add button to drag an activity into the shift.

To add an activity to the shift:

Click the arrow at the end of the activity code list and select the activity you want to add.
Click and hold the Add button, and then drag the activity to the appropriate location in the shift.
Optionally use the sizing arrows to adjust the length of the activity.
Repeat steps 1–3 for any additional activities you want to add.

Edit the shift activityClick to expand

Double-click the shift activity you want to edit. The Edit Activity dialog box opens.
To change the activity, select the new activity from the list.
- Under Length, use the Hours and Minutes up and down arrows to determine the length of time the activity lasts.
  Note: In the work plan view, you can also use the sizing arrows to adjust the length of the activity. You can modify the length of the activity in one or five-minute increments depending on the selection that you made in the Scheduling Granularity field in the Business Unit page. The default selection for this field is five minutes. For more information about setting the increments, see Add a business unit.
To specify that the activity start time depends on the shift start time, do the following:
1. Select the Start Time is Relative to Shift Start check box.
2. Under Start Time, set the activity’s start time in relation to the shift start time. For example, 2 hours from shift start.
3. Under Minimum Length From Shift Start, set the activity’s minimum time from the shift start and activity start times.
  Notes:
  Use the Hours and Minutes arrows to set the minimum and maximum shift lengths.
  The system uses relative time, rather than absolute time, for example, 10:00 a.m.
To specify that the activity start time is dependent upon the shift end time, do the following:
1. Under Minimum Length From Shift End, set the activity’s minimum time between the activity end and shift end times.
2. Under Maximum Length From Shift End, set the activity’s maximum time between the activity end and shift end times. You can define the rules that are relative to the end of the shift, which you can use to set break timing rules, such as the last break must occur 1–2 hours before the end of the shift.
  Notes:
  Use the Hours and Minutes arrows to set the minimum and maximum shift lengths.
  The system uses relative time, rather than absolute time. For example, 10:00 am.
  The maximum length from shift end can be set up to 23 hours and 55 minutes (23:55).
To set an actual activity start time, do the following:
1. Clear the Start Time is Relative to Shift Start check box.
2. Under Start Time, enter the actual activity start time.
To set a flexible activity start time, do the following:
1. Select the Flexible Start Time check box.
2. Under Earliest Start, set the earliest time for this activity by typing in the box or using the Hours and Minutes arrows.
3. Under Latest Start, set the latest time for this activity can start by typing in the box or using the Hours and Minutes arrows.
4. Select the amount of time to increment the activity start time using the Hours and Minutes arrows.
If the activity counts toward paid time, set Counts as Paid Time to Yes.
If the activity counts as contiguous, or consecutive, work time, set Counts as Work Time to Yes.
Note: Contiguous time helps ensure that agents do not work too long without getting a break.
Under Description, optionally include any details or unique definition of the activity.
Click OK.

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Set up shift activities

Series: Add a work plan

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