Work with workforce management schedules

AI-generated summary

Genesys Cloud provides comprehensive workforce management scheduling capabilities accessible through the Resource Center, requiring specific licenses (CX 1-4 or EX) and permissions for Published Schedule viewing, Schedule management, Forecast viewing, and Staffing Requirement access. The system offers three schedule creation methods: load-based schedules using forecasts and scheduling engines with work plan constraints, schedules without forecasts using optimized shift patterns and start times, and blank schedules requiring manual agent and shift configuration. Users access scheduling through Admin or Menu navigation and select management units from the upper-right interface, with work team selection depending on conditional or non-conditional Groups permissions within selected management units. Schedule management supports flexible viewing and filtering capabilities, including alternative time zone display through the upper right corner selector and work team filtering through the Business Unit/Work Teams control. The Schedules list displays a maximum of 26 weeks prior and forward from the current or last scheduled week, with search functionality available for schedules outside this window. Users can filter schedules by category columns, search across date ranges spanning up to 104 weeks in the past or future, and view overlapping schedules without requiring exact start dates. Schedule creation supports a maximum duration of six weeks with start dates required within 26 weeks of the current date, and forecasts must have short-term weeks that completely overlap the schedule duration for forecast-based generation. Agent transfers between management units are tracked systematically within the system. When agents transfer within the same business unit, they remain visible in business unit schedules with new adherence data tracked under the new management unit while historical data transfers. Cross-business unit transfers retain original schedule and adherence information in the original management unit for historical reference, with new information tracked under the new location. The schedulable value updates to the most recently modified version during transfers, and time-off requests follow agents to new management units. Administrative capabilities include comprehensive audit functionality accessible from the footer of each Genesys Cloud Admin page, which tracks schedule modifications including additions, publications, updates, and deletions with corresponding dates and schedule IDs. Schedule generation displays status information including completion state, schedule period, week count, type, generation timestamps, description, and initiating administrator name, with generation results accessible for warning review. The interface supports bulk deletion of selected schedules, column customization through Show/Hide Columns options, and view reset to default settings. The system defaults to the current day view when opening the current week's schedule rather than the week's first day.

PrerequisitesClick to expand

Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 3 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud EX license
Workforce Management > Published Schedule – View permission
Workforce Management > Schedule – Add, Delete, Generate, and View permissions
Workforce Management > Forecast – View permission
Workforce Management > staffingRequirement – View permission

The following prerequisites for work teams:

If your Groups > Work team permission is for all work teams (non-conditional), you can select any work team in the selected management unit.
If your Groups > Work team permission is limited to specific work teams (conditional), you can select only your permitted work teams that are in the selected management unit. If you don’t have access to any work teams in the selected management unit, the Select a work team list is empty.
If you do not have any of the Groups > Work team permissions, you cannot select work teams in the schedule view. The Select a work team list does not appear.

To navigate to the Schedules view, click Menu > Workforce Management > Scheduling > Schedules.

Click Admin > Workforce Management, select Schedules.

Workforce management provides three methods of schedule creation:

Create schedule with forecast. These load-based schedules use the scheduling engine to determine the best way to meet the needs in the forecast. The process uses the constraints that come from work plans and the agents in those work plans.
Create schedule without forecast. These schedules create a blank schedule for expected shift patterns when no forecast is available. This method improves the scheduling algorithm by using the shortest, median, longest, or staggered time span for the selected shift length; and the earliest, median, latest, or staggered start times for flexible shifts.
Create a blank schedule. Blank schedules rely on the administrator to add agents, create shifts, and configure schedule parameters.

When you open the current week’s schedule, the system defaults to the schedule’s current day view (the day you open the view), and not the schedule’s first day of the week. Create schedules from Admin > Workforce Management > Schedules. Menu > Workforce Management > Scheduling > Schedules.Before you choose a schedule to manage, select the appropriate management unit from the Management Unit list, located in the upper-right corner.

Notes:

When you move an agent from one management unit to another within the same business unit, the agent will still be visible within the same business unit schedule. After the agent moves to another management unit, any new adherence information exists under the new management unit. Historical adherence data will be visible in the new management unit historical adherence view. After the agent moves to another management unit, any new schedule and adherence information exists under the new management unit.
When you move an agent from one management unit to another management unit in a different business unit, the schedule and adherence information remains with the original management unit and business unit. However, historical adherence is no longer visible in the original management unit. This process allows the supervisor to view the agent in the same spot on the schedule before they moved business and management units, for historical purposes. After the agent moves to another management unit, any new schedule and adherence information exist under the new management unit.
When you move an agent from one management unit to another management unit, the schedulable value will be the value that was updated last.
Time-off requests move with the agent to the new management unit. Time-off requests are specific to agents, not management units, and should follow the agent with the move.

View from a different time zone

By default, this view uses the business unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. The time zone of the business unit is listed at the top of the list of time zones for reference. This option is helpful for administrators who access the view from a different time zone.

View workforce management schedules for a work team

Supervisors can use work teams as filters for workforce management schedules. For more information about work teams, see Work teams overview.

In the upper right corner of the Schedules view, click the Business Unit/Work Teams control next to the management unit list.
Select Work Teams.
From the work teams list, select a work team.

Audit historical schedule changes

The audit log viewer enables you to view changes to a workforce management schedule and the date that those changes occurred. Access the audit log viewer from the footer on each Genesys Cloud Admin page. In workforce management, the audit log viewer displays schedules IDs and the action taken; for example, added, published, updated, or deleted.

About the last schedule generation attemptClick to expand

Note: You can only generate one schedule at a time per business unit.

Item	Description
Status	The current state of the last load-based schedule generation (Completed, Canceled, Failed), or an estimate of how much of the schedule generation is complete.
Schedule Period	The date range of the load-based schedule.
Number of Weeks	The total number of weeks in a specified schedule.
Type	The type of schedule created during the last scheduling attempt.
Generation Start Time	The date and time the schedule was generated.
Completion Time	The date and time the schedule generation was completed.
Description	The description of the schedule, if the administrator added it.
Generation Started By	The name of the administrator that generated the schedule.
Generation Results	Click to open a list of warnings compiled from the schedule generation.

About the Schedules listClick to expand

The Schedules list displays a maximum of 26 weeks prior and 26 weeks forward from the earlier of the current week or the last week in which a schedule exists. Use the search feature to find schedules, including those schedules outside the +/- 26-week window. If you create many schedules per week, you may have to search for schedules between the 6–26 week range both in the future and the past.

Note: When creating a schedule, the start date must be within 26 weeks of the current date.

Item	Description
Generate	Opens the Generate Schedule dialog box. Here, choose the schedule start week, the number of weeks for the schedule (a maximum of 6) and the scheduling method to use: Create schedule with forecast, Create schedule without forecast, Create a blank schedule. Note: Schedules with a forecast can be generated from the short-term forecast portion of any forecast that is marked as “Available for Schedule” as long as the date range fully overlaps with the short-term weeks of the forecast. The Generate Schedule view only lists forecasts where the Short-Term Weeks within the forecast completely overlap the Schedule Duration. For example, a six-week schedule must align with a forecast that has the short-term forecast for the same six weeks. A four-week schedule must fall within a four-, five-, or six-week portion of the short-term portion of a forecast.
Filter	Each column contains a filter by which to you can filter the items. Depending on your view, locate the category by which you want to filter and do one of the following: If the category column by which you want to filter contains a text box, enter a few letters of the search term. A message appears, informing you that you have changed the filter. Click Apply. If the category column by which you want to filter contains a list, click the arrow at the end of the list and select the value by which to filter.
Search	Opens the Search dialog box. In the Schedule Week field, click the Calendar icon and select the week range for which you want to view related schedules. You can search for schedules with a start date up to 104 weeks into the future and up to 104 weeks into the past. You do not need to select the exact start week of a schedule. Once you select the date range, you can view all schedules that overlap with the selected date range, whether they are short-term or long-term schedules. As a result, multiple schedules with different start dates can appear for a single selected week, making it easier to locate schedules without knowing their exact start dates.
Refresh	Refresh the list of displayed schedules.
Schedule Period	The date range of schedule for which the schedule has been generated.
Number of Weeks	The total number of weeks in a specified schedule.
Published	Indicates whether the schedule is published.
Date Created	The date and time that the schedule was created. The schedule may or may not be published.
Date Modified	The last date and time that the schedule was modified.
Modified By	The name of the person who last modified the schedule.
Description	Descriptive information about the schedule, if entered.
Generation Results	Displays generation warnings for the selected schedule.
Short-Term Forecast	If a short-term forecast is associated with the schedule, it appears here. Click the link to open a specified forecast.
Delete all selected	When you select one or more schedules, the Delete all selected option appears. Click it to remove the schedules.
More	Click this button and from the menu that appears, select Show/Hide Columns or Reset Defaults. These options allow you to add or hide more columns, or reset the view to default settings.

Task	Description
Navigate the schedule editor	Learn about the options and views available in the schedule editor.
Generate a schedule from a forecast	Generate a schedule from a previously created forecast.
Generate a schedule without a forecast	Generate a schedule without a forecast and select the shift start and shift length.
Add a blank schedule	Generate a blank schedule for a specific week and add agents to it.
Edit a schedule	Perform various tasks related to the selected schedule.
Choose Forecast	Choose a new forecast to replace the existing schedule.
Copy a schedule	Create an identical copy of an existing schedule, and optionally make more modifications.
Publish the schedule	Publish the schedule and optionally add informational details.
View the agent schedule	Learn how agents access and view their schedules in the Agent dashboard.
Delete a schedule	Permanently remove a schedule from the list. You cannot undo this action.

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