Workforce management supported configuration

AI-generated summary

Genesys Cloud enforces comprehensive operational limits and configurations across its workforce management system to maintain performance and system stability. Activity codes support up to 250 per business unit with predefined default codes for common non-work activities such as breaks, meals, meetings, and training, each with configurable paid and work time designations. Activity plans accommodate 100 active and 500 inactive plans per business unit, supporting up to 6,000 agents per plan with 1,000 occurrences and 6,000 sessions per occurrence. Agent organization is structured through business units, which support a maximum of 5,000 agents, and management units, which support 1,500 agents and enable differentiated planning periods, adherence rules, time-off rules, and shift-trading rules. Business unit and management unit names require 1- without duplication, with business unit start-day-of-week settings fixed post-creation. Forecasting capabilities display a maximum of 26 weeks prior and forward from the current or last forecast week, with creation dates limited to within 26 weeks of the current date. The system supports inbound voice, chat, callbacks, email, and message media types in standard ACD or skill-matched predictive routing queues, but does not support bullseye routing. Route groups are limited to 250 per source or forecast day, while total offered interactions are capped at 1,000 per 15-minute interval and 768,000 per forecast week. Scheduling components include configurable limits for planning groups, staffing groups, and route paths managed through specific configuration keys. Staffing groups support up to 1,000 per business unit with 2,000 agents per staffing group. Schedules accommodate 1-6 week intervals with names limited to and descriptions to displaying a maximum of 26 previous and 26 future schedules. Service goal templates are limited to 100 per business unit, and work plans are limited to 2,000 per management unit with a maximum of 75,000 shift possibilities per shift and 10 shifts per work plan. Shift permutations are calculated by multiplying all possible start times across shift components without validating scheduling constraints, which can generate substantial combinations when multiple activities with varying start times are configured. Work plan bids enforce strict limits including one open bid per business unit, 50 bid groups per bid, 1,500 agents per bid group, and 50 work plans per bid group, with bid windows restricted to future dates within 1-6 weeks. Work plan rotations support up to 1,000 management units with rotating positions limited to 60 per rotation and a maximum of 20 separate rotating positions per work plan rotation. Exceeding non-enforced limits results in performance degradation, timeouts, or errors

The following sections outline the supported configurations and limits for features. While most limits are listed here, you can view the details of technical limits, such as rate limiting on Genesys Cloud Limits.

Activity codesClick to expand

Scope	Limit	Enforced?	Notes
Business unit	250	Yes	An activity code name must contain at least one character and cannot be longer than 50 characters. You cannot add a default category.

Default activity codes

Built-in categories contain a default activity code of the same name. You cannot delete a built-in category, and you can edit, but not delete, the default activity code.

Default activity code	Length in minutes	Counts as paid time	Counts as work time
Break	15	Yes	No
Meal	30	No	No
Meeting	30	Yes	Yes
Off Queue	60	Yes	Yes
On Queue	120	Yes	Yes
Time Off	120	No	No
Training	30	Yes	Yes
Unavailable	60	No	No

Activity plansClick to expand

Scope	Limit	Enforced?	Notes
Activity Plans	100	Yes	A business unit can have 100 active activity plans.
	500	Yes	A business unit can have 500 inactive activity plans.
	6000	Yes	A business unit can have 6000 agents per activity plan.
	1000	Yes	A business unit can have 1000 occurrences per activity plan.
	6000	Yes	A business unit can have 6000 sessions per occurrence per activity plan.

AgentsClick to expand

A single business unit can contain up to 5000 agents.
A single management unit can contain up to 1500 agents.
You can organize contact center agents into management units based on common planning period settings, adherence rules, time-off rules, and shift-trading rules. Agents that handle the same set of interactions should belong to the same business unit and can be spread across multiple management units if different management rules or permissions are required. For more information about specific agent limits per organization, business unit, or management units, see Limits.

Business unitsClick to expand

The business unit name must contain at least one character and cannot be longer than 50 characters.
Business units cannot have duplicate names.
After you create the business unit, you can change the name but not the start day of the week. For more information about specific business unit limits per organization, see Workforce management organization limits.

Note: If you must modify a business unit start day, create a new business unit, add the desired management units, and configure it to match the previous business unit.

ForecastsClick to expand

Note: Structure business units with a clear separation of resources and load to ensure that no shared load exists across business units. If you cannot guarantee a separation of resources and workload, manually adjust forecasts each week to account for a percentage of allocated volume handled by a different business unit.

The forecasts list displays up to a maximum of 26 weeks prior and 26 weeks forward from the earlier of the current week or the last week in which a forecast exists. Use the search feature to find forecasts, including ones outside the +/- 26-week window. When creating a forecast, the start date must be within 26 weeks of the current date.
Currently, workforce management forecasting and scheduling only support inbound voice, chat, callbacks, email, and message media types in queues configured for standard ACD routing, or predictive routing configured for skill matching. For more information, see Skill matching. Forecasting and scheduling do not support queues configured for bullseye routing.
Scheduled callbacks, non-scheduled callbacks, and ACD voicemail media types appear as callbacks in forecasts and schedules.

The following limits are the maximum sizes of items that have been designed and tested. While these limitations are not enforced, exceeding them results in performance degradation, timeouts, or other errors:

Route groups (distinct set of queues + media type + language + skills): 250 per source or forecast day.
Total offered interactions: 1,000 per 15-minute interval and 768,000 for a forecast week. This calculation is based on a 24 x 8 week to allow for an eighth day and includes scheduling for overnight workers.

Forecast modificationsClick to expand

Scope	Limit	Enforced?	Notes
Forecast	200	Yes	For more information, see Forecast modifications.

Management unitsClick to expand

Planning groupsClick to expand

Staffing groupsClick to expand

Scope	Limit	Enforced?	Notes
Business unit	1,000	Yes	Can add 1,000 staffing groups per business unit.
Agents	2,000	Yes	Can add 2,000 agents per staffing group.

Route pathsClick to expand

You can review the limits and its default setting. You can also check if they are configurable via Genesys Cloud Limits. The planning.groups.route.paths.per.business. unit.max key defines the total number of route paths you can configure across all planning groups within a business unit, while the planning.group.route.paths.max controls key defines the number of route paths you can configure for a single planning group.

SkillsClick to expand

SchedulesClick to expand

You can create schedules for one to six-week intervals.
The schedule name must contain at least one character and cannot be longer than 50 characters.
The schedule description cannot be longer than 100 characters.
A maximum of 26 previous schedules and 26 future schedules appear on the Schedules page. You can use search filters to view weeks outside this range.
You cannot undo a schedule deletion.
Note: When creating a schedule, the start date must be within 26 weeks of the current date.

Service goal templatesClick to expand

Scope	Limit	Enforced?	Notes
Business unit	100	Yes

ShiftsClick to expand

Scope	Limit	Enforced?	Notes
Work plan	10	Yes

Source days per forecast dayClick to expand

Scope	Limit	Enforced?	Notes
Forecast	8	Yes	For weighted historical index method.

Work plansClick to expand

Scope	Limit	Enforced?	Notes
Management unit	2000	Yes	The system enforces a limit of 75,000 shift possibilities that any given shift could produce. The system calculates the number of shift possibilities by multiplying the number of possible shift start times by the number of possible activity start times for a specified shift. Because the system does not use the scheduling service to determine invalid start times, for example, overlaps or contiguous time constraints, it includes them in the count.

Example:

Five possible shift start times (7:45, 8:00, 8:15, 8:30, and 8:45)
Five early break start time possibilities (+2:00, +2:15, +2:30, +2:45, and +3:00)
Five meal start time possibilities (+4:00, +4:15, +4:30, +4:45, and +5:00)
Five late break start time possibilities of (+5:00, +5:15, +5:30, +5:45, and +6:00)

The system calculates these instances as 5 x 5 x 5 x 5, or 625 possible shifts created from one shift in the work plan.

Assume you also have a self-training activity that could start every 15 minutes across the day, resulting in a possibility of 32 start times. This addition increases the number of possible shifts created from the shift to 20,000 (625 x 32).

Work plan bidsClick to expand

Scope	Limit	Enforced?	Notes
Work plan bid	1	Yes	The system enforces a limit of only one open work plan bids per business unit.
Work plan bids groups	50	Yes	The system enforces a limit of 50 bid groups per work plan bid under a business unit.
Agents per bid group	1500	Yes	Can have 1500 agents per bid group under a management unit.
Planning groups per bid group	15	Yes	Can have 15 planning groups per agent.
Work plans per bid group	50	Yes	Can have 50 work plans per bid group.
Bid window only allows for future dates	1–6 weeks	Yes	Minimum one week and up to six weeks. The bid window allows only future dates and within the range.
Effective dates	1 day–6 weeks	Yes	The effective date must be after the bid closes by one day and within six weeks after the bid window closes.
Number of bids in the Draft state per business unit	20	Yes
Number of bids in Locked/Optimized/Scheduled/Open states	1	Yes

Work plan rotationsClick to expand

Scope	Limit	Enforced?	Notes
Management unit	1000	Yes

Work plan rotating positionsClick to expand

Scope	Limit	Enforced?	Notes
Work plan rotation	60	Yes	The system enforces a limit of 20 separate rotating positions in each work plan rotation.

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Workforce management supported configuration

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