Schedule bids overview

AI-generated summary

Genesys Cloud's Work Plan Bidding feature enables employees to bid on preferred work plans for future shift scheduling while accommodating personal requirements. This system incorporates actual employee data, available work plans, and planning group information during configuration to optimize agent allocation, distinguishing itself from traditional shift bidding approaches that rely on queue-based mechanisms. The platform provides core capabilities including coverage evaluation using all planning groups or selected employee profile type mixes, automated bid configuration analysis to determine optimal agent assignments per work plan, and direct preference submission without queue restrictions. Employees can bid on single or multiple available work plans, with assignments determined by hire date or performance ranking. All employees can independently submit preferences simultaneously based on available slots and their stated rankings, and schedules automatically update from effective dates once allocations are saved. Access to Work Plan Bidding requires specific Genesys Cloud licenses (CX 3, CX 4, CX 3 Digital, CX 1 WEM Add-on II, CX 2 WEM Add-on I, or EX) and Workforce Management permissions for Work Plan Bid and Work Plan Bid Group functions with Add, Delete, Edit, Publish, and View capabilities. The Work Plan Bids interface supports core functions including adding new bids, creating bid groups, managing existing bids, editing, copying, and deleting bids, as well as viewing work plan bid s. The platform includes feedback mechanisms allowing users to report documentation issues and access additional resources including community support and related articles on workforce management, work plan assignments, and agent activity

PrerequisitesClick to expand

Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud EX license
Workforce Management > Work Plan Bid > Add, Delete, Edit, Publish, and View permissions
Workforce Management > Work Plan Bid Group > Add, Delete, Edit, Publish, and View permissions
Workforce Management > Schedule Bid > Add, Delete, Edit, Publish, and View permissions
Workforce Management > Schedule Bid Group > Add, Delete, Edit, Publish, and View permissions

The Schedule bids feature enables users to bid on their preferred work plans or schedule sets, which can be used to schedule their future shifts. This feature also ensures that the schedules meet their personal requirements or preferences.

The key differentiator between traditional shift bidding and schedule bidding is that during the configuration phase, it allows you to provide:

details of actual employees
available work plans or work plan rotations
actual planning groups information

Based on the forecast, you can either use all the planning groups to evaluate the coverage or you can select and trim that down to an employee profile type mix.

Instead of running a schedule, schedule bids further analyses the bid configuration and suggests the proper number of agents that should be assigned to each work plan or schedule sets to ensure the best possible scheduled outcomes. Agents can then view and submit their bid preferences.

Schedule Bidding does not have queue mechanisms, which prevent the agents from submitting bids until the agent in a higher ranking is done with the selection. Here, agents can directly view and submit their preferences without being in queues. They can either submit a preference for a single option or for all available options.

Once the rankings are available, the system sorts the users by hire date or performance ranking and then assigns the bid based on the preferences entered and the number of available slots. Once the work plan bids or schedule sets are allocated and saved, future schedules automatically pick up the change from their effective date, during the schedule generation process.

For more information on Work Plan Bids, see the following articles:

Task	Description
Add new bid	Create a new bid and complete the bid.
Add new bid group	Create a bid group to further select agents, work plans, and planning groups.
Manage bids	View the list of bids that are created under a business unit. In addition edit, copy, or delete the bids.
Navigate the schedule bids page page	Perform various tasks on the Schedule Bids page.

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