Opportunities overview

AI-generated summary

Genesys Cloud Opportunities is a Workforce Management feature that enables schedulers to create and offer structured, time-bound work assignments to agents, streamlining the management of extra work through a centralized platform rather than manual processes such as spreadsheets and emails. Available across multiple Genesys Cloud CX license tiers and WEM add-ons, the feature replaces traditional administrative workflows with automated assignment and approval mechanisms. Schedulers create opportunities using configured On Queue activity codes—such as On Queue – Overtime, On Queue – Extra Time, On Queue – Surge Support, and On Queue – Event Coverage—excluding only the system default On Queue activity. Each opportunity specifies a defined number of available spaces to control agent capacity for a given timeframe. Agents can only view and request opportunities for time periods without existing scheduled activities, typically for work outside their regular shifts. Once agents request and receive approval, assignments are automatically applied to their schedules, eliminating manual schedule updates and reducing administrative overhead. Access and functionality are controlled through granular permissions enabling creation, editing, publishing, copying, and deletion of opportunities; individual opportunity management; and enrollment query viewing. Additional permissions support viewing of users, schedules, business units, staffing groups, management units, agents, queues, work teams, and directory information to facilitate opportunity assignment across different search criteria. The system consolidates on-queue activity management into a single workflow, eliminating spreadsheet tracking, manual timestamp reviews, eligibility confirmation, and individual schedule updates. Denied requests—whether system-generated due to capacity constraints or manually denied by schedulers—do not add activities to schedules. Schedulers can modify previously approved opportunities to Denied status when staffing needs change, automatically removing associated activities. Opportunities support operational flexibility through custom on-queue activity code configuration to align with internal policies, pay rules, and business-aligned naming conventions. The feature enables scalable staffing responses to forecasted volume spikes, seasonal demand increases, short-notice gaps, special events, and structured extra-hours programs. Agents benefit from enhanced self-service capabilities, allowing them to view eligible opportunities, request participation, track approval status, and withdraw pending requests through the Workforce Management interface, providing clearer communication than manual methods. The system incorporates specific limits, system behaviors, and operational considerations that define key rules and constraints to ensure effective opportunity utilization.

PrerequisitesClick to expand

Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3 Digital, or Genesys Cloud EX license
Permissions to view the opportunity names on the schedule editor:
- Workforce Management > Opportunities External Activities Query > View
Permissions to view the opportunities page:
- Workforce Management > Opportunities Query > View
- Workforce Management > Business Unit > View
Permissions to create opportunities via the opportunity table:
- Workforce Management > Opportunities > Add
Permissions to edit opportunities via the opportunity table:
- Workforce Management > Opportunity > Edit and View
Permissions to publish opportunities via the opportunity table:
- Workforce Management > Opportunities > Publish
Permissions to copy opportunities via the opportunity table:
- Workforce Management > Opportunities > Add and View
Permissions to delete opportunities via the opportunity table:
- Workforce Management > Opportunities > Delete
Permissions to close opportunities via the opportunity table:
- Workforce Management > Opportunities Statuses > Edit
Permissions to view users via the opportunity table:
- Workforce Management > Opportunity > View
Permissions to view existing and pending enrollments:
- Workforce Management > Opportunities Enrollments Query > View
- Workforce Management > Opportunities Query > View
Permissions to create opportunities via wizard view:
- Workforce Management > Opportunities > Add
Permissions to edit opportunities via wizard view:
- Workforce Management > Opportunity > Edit
Permissions to publish opportunities via wizard view:
- Workforce Management > Opportunities > Add and Publish
Permissions to add different users via different search criteria:
- Workforce Management > Staffing Group > View
- Workforce Management > Management Unit > View
- Workforce Management > Agents > View
- Routing > Queue > View
- Groups > Work Team > View
- Directory > User > View
Permissions to view the Open View button:
- Workforce Management > Schedule > View

Note: You can view the Opportunities page only when you have the following permissions:

Workforce Management > Opportunities Query > View
Workforce Management > Business Unit > View

Opportunities allow schedulers to create and offer structured work assignments to agents directly within Workforce Management (WFM). These opportunities represent time-bound assignments that agents can request and that, once approved, are automatically applied to their schedules.

As a scheduler, you can create an opportunity using On Queue activity codes. You can select any configured On Queue activity except the system default On Queue activity. This gives administrators the flexibility to create activity codes that align with business needs, such as:

On Queue – Overtime
On Queue – Extra Time
On Queue – Surge Support
On Queue – Event Coverage

A common use case for opportunities is offering overtime, but you can also use them for any schedulable activity that must be managed in a structured way. Opportunities are typically used to offer work outside of an agent’s existing scheduled shift, such as overtime or additional coverage. Agents will only see and be able to request opportunities for time periods where they do not already have scheduled activities. Opportunities replace manual processes like spreadsheets, emails, chats, and individual schedule edits. Instead, schedulers can manage requests, approvals, limits, and schedule updates in one place within Genesys Cloud.

Opportunities help schedulers and workforce teams streamline how extra work is offered, requested, and assigned.

Schedulers can create opportunities in different time increments to match specific coverage needs, such as short gaps or extended overtime periods. Each opportunity has a defined number of available spaces, ensuring that only the required number of agents can be approved for a given timeframe. This helps maintain control over staffing levels while still providing flexibility to agents.

Centralize activity assignmentClick to expand

To manage extra on-queue work outside the system, you often must:

Track agent responses in spreadsheets.
Review time stamps to determine priority.
Manually confirm eligibility.
Update schedules individually.
Resolve overlaps or double bookings.

Opportunities simplifies this process by consolidating everything into a single workflow. You can manage visibility, track requests, make approval decisions, control capacity, and update schedules all in one place.

Automatically apply approved activitiesClick to expand

When a request is approved, either manually or automatically, the system adds the selected on-queue activity to the agent’s schedule. This reduces:

Manual activity creation.
Scheduling conflicts.
Administrative follow-up.
Delays between approval and schedule updates.

Workforce Management (WFM) keeps schedules aligned with approved work without requiring extra steps.

If the system or a scheduler denies a request, it does not add the opportunity to the agent’s schedule. The agent can view the denial in the opportunities side panel. The system may deny requests when no spaces remain, or a scheduler may deny them manually.

If a scheduler later changes an approved opportunity to Denied, the system removes the associated activity from the agent’s schedule. This allows schedulers to adjust or correct previously approved time when staffing needs change.

Provide operational flexibilityClick to expand

Schedulers can configure opportunities with different on-queue activity codes (excluding the default) to meet specific business needs. This allows you to:

Create distinct activity codes for different types of extra coverage.
Separate reporting for overtime and other extended coverage.
Align opportunities with internal policies or pay rules.
Use naming conventions that match your business terminology.

This flexibility allows opportunities to support multiple operational scenarios while maintaining clear reporting.

Support scalable staffing eventsClick to expand

Schedulers can use opportunities to respond to changing operational needs and maintain service levels in dynamic environments. This is especially useful in scenarios such as:

Forecasted volume spikes
Seasonal demand increases
Short-notice staffing gaps
Special events
Structured extra-hours programs

Schedulers can also offer multiple opportunities across a broader time period. This allows agents to request combinations of time that fit their availability and helps distribute additional work across a group. When you use opportunities this way, manage breaks, meals, and other shift-based elements separately if needed.

Improve agent self-serviceClick to expand

For more information about opportunities and enrollments, see the following articles.

Task	Description
Create an opportunity	Create opportunities to offer structured, time-based work to agents.
Manage and publish opportunities	Review update, and publish opportunities when ready.
Manage enrollments	Manage opportunities through their life cycle and make them available to agents.
Limits, system behavior, and operational considerations	Understand the key rules, constraints, and considerations to help you use opportunities effectively and avoid unexpected outcomes.
Opportunities for agents	Agents can view available opportunities, request time that suits their schedule, and track the status of requests, all within Workforce Management.

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