AI-generated summary
Genesys Cloud provides workforce management functionality that enables agents to bid on schedules through a configurable system of bid groups and work plans. The feature requires appropriate licensing (Genesys Cloud CX 1-4, Digital, WEM Add-on I/II, or EX) and specific permissions for Workforce Management operations, including Work Plan Bid Add and Work Plan Bid Group Add capabilities.
Bid group creation follows a structured four-step sequential process. The first step involves Settings configuration, where administrators enter the bid group name and select a management unit. The second step, Agents, requires selection of applicable agents from available lists. The third step, Work Plans, involves choosing between work plans or work plan rotations as mutually exclusive options, with confirmation dialogs appearing when replacing existing selections and agent count specification required for rotations. The final step, Planning Groups, requires administrators to select planning groups based on forecasts.
The system supports up to 50 work plans per bid group and allows mixed configurations combining work plans and work plan rotations across different bid groups. Expandable work plan rotation details enable users to view corresponding information. Validation checkpoints prompt confirmation when replacing existing work plan configurations to ensure intentional modifications to bid group structure. Bid groups facilitate association of agents with work plans, schedule sets, and planning groups, with capability to create multiple bid groups within a single bid.
After creating a new bid group, users can generate staffing recommendations by returning to the active bid. The platform supports mixed bid group compositions combining work plans with work plan rotations, with a validation requirement that total selected agents equal the sum across all rotations.
Genesys Cloud provides comprehensive documentation and support resources for workforce management features, including community support channels and structured feedback mechanisms for documentation improvement based on user input regarding content accuracy, clarity, usefulness, and accessibility.