Manage a work plan rotation

AI-generated summary

Genesys Cloud provides comprehensive work plan rotation management capabilities within its Workforce Management module, enabling administrators to efficiently manage complex scheduling operations. Users with appropriate permissions can edit, copy, or delete work plan rotations and modify associated work plan and agent assignment settings through the Work Plan Configuration interface. The system allows administrators to edit work plan rotations by accessing Menu > Workforce Management > Work Plan Configuration > Work Plan Rotations, where they can modify rotation names, start and end dates, and manage included work plans. Work plans can be added or removed individually or in bulk using the Selected and Available columns in the Edit Work Plans dialog. Calendar-based date selection supports precise scheduling configuration. Agent assignment management includes functionality to add agents to rotations with specified start dates, optional end dates, and designated starting work plans. Individual agent assignments can be edited by selecting the agent and updating date and work plan parameters. Single or multiple agents can be deleted from rotations through the More menu or bulk removal options, providing flexibility in workforce allocation. The copy functionality enables duplication of existing work plan rotations with the ability to rename and modify parameters including dates, work plans, and agent assignments. However, work plan rotations cannot be copied across different management units, which represents a configuration boundary within the system. Deletion capabilities support both single and bulk operations. Users can delete a single work plan rotation by selecting the More option next to the target rotation and clicking Delete, or select multiple rotations and click Delete all selected, then confirm by clicking Yes. The system supports a defined number of rotations as documented in Workforce Management supported configuration resources. Related capabilities include enabling or disabling rotations, previewing rotation schedules, and managing work plan assignments, providing a complete rotation management ecosystem.

PrerequisitesClick to expand

You can edit, copy, or delete work plan rotations, and you can edit work plan and agent assignment settings.

Edit work plans in a rotationClick to expand

Note: This task assumes you have already . For information about the number of rotations that are currently supported, see .

Click Admin.
Under Workforce Management, click Work Plan Rotations.
Click Menu > Workforce Management > Work Plan Configuration > Work Plan Rotations.
Click the work plan rotation that you want to review.
Change the work plan rotation name and the start and end dates.
To edit the work plans, do the following:
1. Click the Work Plans tab.
2. Click Edit. The Edit Work Plans dialog box opens.
3. In the Selected column, do one of the following:
  - To remove specific work plans from the rotation, click X next to the work plan or plans to delete.
  - To remove all work plans from the rotation, click Remove All.
4. In the Available column, do one of the following:
  - To add specific work plans, search for and select each work plan to include in the rotation.
  - To add all available work plans to the rotation, click Add All.
Click OK.

Edit or delete agent assignments in a rotationClick to expand

Click the Agents tab.
To add agents to the rotation, do the following:
1. Click Add. The Add Agents dialog box opens.
2. To add specific agents to the work plan rotation, select each agent to include in the rotation.
3. To add all available agents, click All.
4. Under Start Date, click Calendar.
5. Select the agent start date.
6. If you want to end the date on a specific day, enable the End Date check box and then click Calendar to select the end date.
7. Under Starting Work Plan, choose the starting work plan to apply to the agent assignment.
8. Click Add.
To edit an existing agent assignment, do the following:
1. Click the agent that you want to edit.
2. Under Start Date, click Calendar.
3. Select the agent start date.
4. If you want to end the date on a specific day, enable the End Date check box and then click Calendar to select the end date.
5. Under Starting Work Plan, choose the starting work plan to apply to the agent assignment.
6. Repeat step 3 for each additional agent that you want to edit.
To delete a single agent, do the following:
1. Next to the agent click More .
2. From the menu that appears, click Delete.
To delete multiple agents, do the following:
1. Select the agents to remove.
2. Click Remove all selected.
Click Yes.

Copy a work plan rotationClick to expand

Notes: You cannot copy work plan rotations from one management unit to another.

Click Admin.
Under Workforce Management, click Work Plan Rotations.
Click Menu > Workforce Management > Work Plan Configuration > Work Plan Rotations.
Click the work plan rotation that you want to copy.
Click Copy.
In the Work Plan Rotation Name box, rename the copied work plan rotation.
Make any additional changes to the work plan rotation, including start and end dates, work plans and agent assignments.
Click Save.

Delete a work plan rotationClick to expand

Click Admin.
Under Workforce Management, click Work Plan Rotations.
Click Menu > Workforce Management > Work Plan Configuration > Work Plan Rotations.
To delete a single work plan rotation, do the following:
1. Next to the work plan rotation, click More .
2. From the menu that appears, click Delete.
To delete multiple work plan rotations, do the following:
1. Select the work plan rotations to remove.
2. Click Delete all selected.
Click Yes.

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Manage a work plan rotation

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