Manage work plan assignments
AI-generated summary
Genesys Cloud provides workforce management capabilities for managing work plan assignments through a dedicated Work Plan Assignments page that enables organizations to efficiently assign and modify agent schedules. Access to these features requires appropriate licensing (CX 1-4 or WEM Add-on) and specific permissions across Workforce Management, Business Unit, Management Unit, Agent, and Work Team modules.
The Work Plan Assignments page displays agents within selected business units or management units, presenting comprehensive details including effective work plans, work team assignments, and any override information. Users can perform three primary actions: viewing agent work plan assignment details with current assignments and rotation information, changing work plans for single or multiple agents either as default open-end assignments or temporary changes with specified start and end dates, and deleting work plan assignments through confirmation dialogs. The interface provides weekly work plan previews for upcoming periods before confirmation, and all changes are reflected immediately on the Work Plan Assignments page.
For single agent modifications, users can set a new work plan as the default or create temporary changes by specifying effective dates. For multiple agent modifications, work plans can be changed simultaneously with either immediate or scheduled start dates. The system maintains transparency through confirmation dialogs and provides visibility into default work plan and rotation assignments through individual user and agent tabs.
Genesys Cloud includes a feedback mechanism that allows users to report documentation quality concerns, including inaccurate or outdated content, unclear information presentation, or user interface issues. The feedback form captures user role information (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other) and accepts optional email contact information with privacy policy acknowledgment. Related documentation topics include workforce management fundamentals, work plan assignment and navigation, work plan rotation management, and agent assignment procedures within work plan rotations
- Genesys Cloud CX 3, Genesys Cloud CX 4, 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 – View permissions
- Workforce Management > Business Unit – View permissions
- Workforce Management > Management Unit – View permissions
- Workforce Management > Agent – View permissions
- Groups > Work Team – View permissions
You can perform the following actions from the Work Plan Assignments page. Click each option to read about the actions you can perform on this page.
To view the agent work plan assignment details, perform the following steps:
- Click Admin.
- Under Workforce Management, click Work Plan Assignments.
- Click Menu > Workforce Management > Work Plan Configuration > Work Plans.
- From the Business Unit/Management Unit list in the upper right corner, select the business unit/management unit. The Work Plan Assignments page is displayed.
You can view the list of agents available under the management unit along with details such as, effective work plan, work team, and override details.
Note: Only work plan assignment overrides and temporary changes are available on this view. You can view the default work plan and work plan rotation assignments under the user/agent tab of the respective pages.
To change the work plan of an agent, perform the following steps:
- Navigate to the Work Plan Assignments page.
- To select the agent whose work plan requires changes, click the checkbox next to the agent. You can select multiple agents if they all need to be assigned to the same work plan.
- Click Change Work Plan. The Change Work Plan dialog box is displayed.
- In the Work Plan field, select the new work plan.
- Select the required options in the fields displayed.
- To change the work plan of a single agent, perform these steps:
- Check the Set as Default Work Plan checkbox if you want to make the selected work plan as the default work plan. A new work plan assignment with an open-end date is created.
- In the From field, select whether to start the work plan immediately or from a particular day. Note: This field is displayed only when you check the Set as Default Work Plan checkbox.
- To create a temporary work plan change for a single agent, perform these steps:
- In the From field, select the date to indicate the start date of the work plan.
- In the To field, select the date to indicate the end date of the work plan.
- To change the work plan of multiple agents, perform these steps:
- In the From field, select whether to start the work plan immediately or from a particular day.
- To change the work plan of a single agent, perform these steps:
- The section on the right displays the work plan for the entire week for the period ahead.
- Click Confirm to confirm the changes. The updated work plan is displayed on the Work Plan Assignments page.
To delete a work plan, perform the following steps:
- Navigate to the Work Plan Assignments page.
- Click the agent whose work plan you want to delete.
- In the Agent Work Plan Assignments page, select the work plan.
- Click Delete. The Delete Assignment dialog box is displayed.
- Click Yes, Delete Assignment to confirm deletion.
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