Schedule overview

AI-generated summary

Genesys Cloud provides a comprehensive workforce management and scheduling platform accessible through Menu > My Activity > Schedule, offering real-time activity tracking and schedule management capabilities. The platform requires specific licenses (CX 3, CX 1 WEM Add-on II, CX 3 Digital, CX 2 WEM Add-on I, or EX) and appropriate permissions for Agent Activity View and Workforce Management Agent Schedule View access. The Schedule interface supports multiple viewing options including daily, weekly, and monthly perspectives, with users able to select up to 53 weeks in advance for planning purposes. The default display shows the current day with a Refresh action for real-time data updates and a Settings toggle for displaying possible shifts. Users can access management unit agent schedules through dropdown navigation, with schedule granularity configurable to either one-minute or five-minute intervals based on administrator settings. Activities shorter than 12 minutes display adjacent to other activities with accurate time notation. Key workforce management features include Time-Off Requests functionality, allowing agents to submit, view approved or pending requests, and cancel eligible requests. The Unavailable Times section enables agents to specify periods excluded from schedule generation, while the Exceptions section displays infrequent activities such as Training, Meeting, and Time Off. The Shift Trades feature provides three trade categories: Offered Trades (matching trades from other agents in the current week), My Trades (unmatched or pending trades), and Completed Trades (canceled, denied, approved, or expired trades from the past two weeks). Agents can enable or disable incoming trade offers as needed. Out of adherence notifications alert agents when scheduled activities do not match actual activities or when agents are on-queue without proper management unit or schedule assignment. Mobile access is available through Genesys Tempo for Android and iOS devices, enabling remote schedule management, time-off request submission, and settings adjustment. Calendar Link functionality synchronizes schedules with Apple Calendar, Google Calendar, Microsoft Outlook, and iCalendar-compatible platforms. Comprehensive documentation and FAQs are provided for both mobile implementations.

PrerequisitesClick to expand

The schedule shows all your activities for the day, including the start time for each activity. To see your full schedule, click View full schedule. Your schedule updates in real time. For more information about viewing your schedule, see My Schedule view. For more information about viewing your team’s schedule, see Team schedule view.

To access your schedule, click Menu > My Activity > Schedule. The Schedule page is displayed.

Available actions in the Schedule page

This table describes the actions that you can perform on the Schedule page.

Function	Description
Refresh	Refreshes the data real time.
	Displays the current day’s schedule by default. You can select and view per day, week, or month.
	Displays your schedule for the selected period. Click the drop-down to view the schedules of agents in your management unit.
	Allows you to select the week for which you can view the schedule.
Settings	Displays the Show Possible Shifts toggle to display the possible shifts available for your selection.
Time-Off Requests	The Time-Off Requests section allows you to perform these time-off related tasks: Submit a time-off request View your approved and pending time-off requests Cancel eligible time-off requests
Opportunities	Displays the Opportunities available for your selection.
Unavailable Times	The Unavailable Times section allows you to specify the periods when you are not available. Workforce Management (WFM) excludes these times when generating schedules. You can select up to 53 weeks in the future to indicate your unavailability. For more information about creating unavailable times, see Work with unavailable times.
Exceptions	The Exceptions section displays more infrequent activities in your schedule. These activities include Training, Meeting, and Time Off. To view exceptions, click the Exceptions icon.
Shift Trades	The Shift Trades section enables you to work with shift trades, specify whether to allow other agents to send shift trade offers to you, and view the following shift trade information: Posted Trades For Week. This list includes shift trades that other agents created in the current week and that you match. My Trades. This list includes all of your shift trades that are either unmatched or pending administrator review for any week. Completed Trades. This list shows all of your canceled, denied, approved, and expired shift trades from the last two weeks.
Mobile App	The Mobile App section enables you to download the Genesys Tempo App on your mobile device. Scan the QR code from the iOS or Android tabs based on your mobile device operating system. For more information about Genesys Tempo apps, see: Mobile apps for workforce management schedules
Calendar Link	The Calendar Link icon enables you to obtain a shareable link to your workforce management schedule and synchronize it with Apple Calendar, Google Calendar, Microsoft Outlook, or other third-party calendars that support iCalendar subscriptions.

You can set the schedule’s granularity to either one minute or five minutes based on the granularity settings made by your administrator. For more information, see Per minute granularity overview.

Note: Due to text size restrictions, if an activity is shorter than 12 minutes, it is shown next to the other activities with the accurate time displayed.

Shift trades

You can work with shift trades posted by other agents and trades posted by yourself using the alternative shift options, specify whether to allow other agents to send shift trade offers to you, and view the following shift trade information:

Offered Trades – This list includes shift trades that other agents created in the current week and that you match.
My Trades – This list includes all of your shift trades that are either unmatched or pending administrator review for any week.
Completed Trades – This list shows all of your canceled, denied, approved, and expired shift trades from the last two weeks.

For more information about shift trades, see Navigate the Shift Trades panel.

Time-off requests

The My Time Off panel enables you to perform these time-off related tasks.

Submit a time-off request
View your approved and pending time-off requests
Cancel eligible time-off requests

For more information about time-off requests, see Agent time-off requests.

Out of adherence notifications

You are out of schedule adherence when your scheduled activities do not match your actual activities. You can also be out of adherence if you are on-queue but not part of a management unit or a schedule. When you are out of adherence, a notification appears on your schedule.

For more information, see View out of adherence notifications.

Note: Agents can view their schedules and submit or view time-off requests from an Android device or iOS device. To download the mobile application, Genesys Tempo™, see .

For more information about managing schedules, time-off requests, and settings in a mobile app, see:

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