Manage and publish opportunities

AI-generated summary

Genesys Cloud Resource Center provides comprehensive opportunity management functionality that enables schedulers to create, publish, and manage staffing opportunities throughout their complete lifecycle. The Opportunities page displays a detailed grid containing each opportunity with sortable columns tracking Opportunity name, Description, Activity Code, Start/End dates, Duration, Created and Published timestamps, Enrollment open/Deadline dates, Closed date, Status, Spaces (total capacity), Requested (total enrollment requests), and Pending (requests awaiting approval/denial). Opportunities progress through five distinct statuses that control visibility and modification capabilities. Draft status allows creation and configuration by authorized users only, with full ability to modify timeframes, assigned users, and enrollment settings; this status remains visible only to administrators and authorized users. Published status activates the opportunity in the system while controlling visibility based on enrollment opening dates. Open status initiates the active enrollment phase where eligible agents can request enrollment, with the system filling available spaces through either automatic approval (processing requests chronologically until capacity is reached) or manual approval requiring scheduler review. Pending status occurs when the enrollment deadline passes, preventing new agent requests while remaining visible for scheduler review and approval; schedulers retain full authority to approve or deny requests regardless of opportunity dates and can confirm final staffing levels during this window. Closed status indicates the opportunity is no longer visible or modifiable, occurring either through manual scheduler closure or automatic closure after the start date/time passes; manual closure immediately denies all pending requests while maintaining approved agent status. A key operational constraint protects schedule integrity: only Draft opportunities can be edited; published opportunities cannot be modified without closing them or creating a new opportunity, preventing changes to opportunities with existing enrollment activity. The system displays enrollment request counts (pending, approved, and denied) and includes a Demand column that compares agent enrollment requests against available spaces, allowing schedulers to quickly assess opportunity popularity and subscription levels. This demand visibility supports data-driven staffing decisions by identifying opportunities that fill quickly, those with excess requests relative to capacity, those with minimal interest, and enabling proactive responses before enrollment closes. Schedulers can leverage demand insights to create additional opportunities for popular timeframes, replicate successful scheduling patterns in future events, identify less desirable timeframes for adjustment, and balance staffing by offering alternative coverage windows, with each split timeframe tracked individually for demand purposes. The system tracks the user who last modified each opportunity and displays available space counts and system messages, establishing a controlled framework that ensures systematic management of staffing opportunities while maintaining administrative oversight and schedule consistency throughout the complete lifecycle.

After creating an opportunity, you can review, update, and publish it when ready. This section explains how to manage opportunities through their life cycle and make them available to agents. For more information about creating an opportunity, see Create an opportunity.

Navigate the Opportunities page

The Opportunities page displays the Opportunities tab and the Enrollments tab. The Opportunities grid displays each opportunity created through the wizard.

If you have split a timeframe into multiple opportunities, the wizard creates separate opportunities. Each opportunity appears as its own row in the grid and has its own number of spaces. You can sort, add, remove, reorder, and review key details directly from this page before taking action.

Column name	Description
Opportunity	Indicates the name of the opportunity.
Description	Indicates the description of the opportunity.
Activity Code	Indicates the activity code associated with the opportunity.
Start	Indicates the start date/time of the opportunity.
End	Indicates the end date/time of the opportunity.
Duration (mins)	Indicates the duration of the opportunity in minutes.
Created	Indicates the date/time the opportunity was created.
Published	The date/time the opportunity was published.
Enrollment open	Indicates the date/time the enrollment window opens.
Deadline	Indicates the date/time the enrollment window closes.
Closed	Indicates the date/time the opportunity was closed.
Status	Indicates the status of the opportunity. The opportunity is in a working state and can be edited. It has not been published yet and only administrators and authorized users can view or edit it. Note: You can edit only draft opportunities. Once you publish an opportunity, you cannot modify it. If you must make changes after publishing, you have to close the opportunity or create a new opportunity with the correct configuration. This approach protects schedule integrity and prevents changes to opportunities that may already have enrollment activity. The enrollment (visibility) window has closed. The opportunity is no longer visible to agents unless they have enrolled. The opportunity start time has not yet occurred. This stage allows schedulers to finalize enrollment before the opportunity begins. When the opportunity is in pending state, no new agent requests can be submitted. Schedulers can review and manage remaining manual approval requests. Final staffing adjustments can be made before the scheduled start time. The opportunity remains in Pending status until it either begins or is manually closed. Closed opportunities are no longer visible to agents and cannot be accessed for enrollment. Agents in Pending states are automatically marked as Denied. Additionally, an opportunity moves to Closed when there is a: Manual closure by a scheduler - The scheduler closes the opportunity before it begins. Agents who were already approved remain approved. This allows the opportunity to be closed gracefully if business needs change. Automatic closure - The opportunity automatically closes once the start date and time has passed.
Spaces	Indicates the number of spaces the opportunity was created for.
Requested	Indicates the number of requests (enrollments) for the opportunity.
Pending	Displays the number of pending enrollments for this opportunity. This number shows how many requests are waiting for approval or denial. Click the number to open the Enrollments tab, filtered to show pending requests.
Approved	Indicates the number of approved requests.
Denied	Indicates the number of denied requests.
Demand	The Demand column provides insight into how much interest an opportunity is generating. Demand reflects how many agents have requested enrollment compared to the number of available Spaces. It allows schedulers to quickly assess how popular an opportunity is and whether it is under- or over-subscribed. This visibility helps support data-driven staffing decisions. The Demand column can help identify: Opportunities that are filling quickly Opportunities that have more requests than available spaces Opportunities that are receiving little or no interest For example: If an opportunity has 10 spaces and receives 25 requests, this indicates strong demand. If an opportunity still has multiple spaces available close to the enrollment deadline, this may indicate lower interest. Schedulers may use Demand insights to: Create additional opportunities for the same timeframe to increase capacity Add capacity by creating new opportunities, as existing opportunities cannot be modified after publishing Replicate popular timeframes in future scheduling events Identify less desirable timeframes and adjust future offerings Balance staffing by offering alternative coverage windows Because each split timeframe is created as a separate opportunity, demand is tracked individually for each one. Monitoring demand during the Open stage allows schedulers to respond proactively before enrollment closes.
Available spaces	Displays the number of available spaces for this opportunity. For example, if the opportunity was created with 10 spaces and 5 remain, the system shows 5 available spaces.
System message	Displays any system message related to the enrollment.
Last modified	Indicates the user that last made a modification to the opportunity.

How the opportunity lifecycle works in practice

The following example illustrates how an opportunity typically progresses from creation through completion.

Draft status - opportunity creationClick to expand

A scheduler creates an opportunity using the wizard and saves it. At this stage:

The opportunity is in Draft status.
Only administrators or authorized users can view or edit it.
The scheduler can update timeframes, assigned users, and enrollment settings.

Schedulers often use this stage to prepare staffing plans in advance. You can save the opportunity as a draft without users but cannot be published without any users.

Published status - Enrollment publishedClick to expand

When ready, the scheduler selects Publish, and the opportunity moves to Published status. At this point:

The opportunity is active in the system.
It is not visible to agents unless enrollment opens on publish. In that case, it becomes visible shortly after the system processes the change.
If you set an opening date and time in the future, the opportunity remains in Published status until that time.

Publishing prepares the opportunity for enrollment but does not automatically make it visible.

Open status - Enrollment opensClick to expand

When the enrollment window begins:

The opportunity status changes to Open.
Eligible agents can view the opportunity.
Agents can request enrollment or receive automatic approval, depending on the configuration.

During this stage:

The system fills spaces as it approves agents.
If auto-approval is enabled, the system approves requests in order from earliest to latest until all spaces are filled.
If manual approval is required, requests remain pending until a scheduler reviews them.

This stage is the active enrollment phase.

Pending status - Enrollment deadline passesClick to expand

When the enrollment deadline passes:

The opportunity is no longer visible to agents who have not enrolled.
Agents can no longer submit new requests.
The opportunity has not yet started.
Agents cannot enroll or withdraw an existing enrollment.

The status changes to Pending, giving schedulers a final review window before the opportunity begins.

During this stage, schedulers can:

Review and approve remaining requests. Schedulers are not restricted to only doing this when the opportunity is in this state. They can Approve/Deny at any stage even if the dates are in the past.
Deny requests if needed.
Confirm final staffing levels.

Closed status - opportunity beginsClick to expand

When the opportunity start time is reached:

The system automatically changes the opportunity status to Closed.
The system has already added the selected on-queue activity to approved agents’ schedules at the time of approval.

A scheduler can also close the opportunity manually before it begins if business needs change.

When a scheduler closes an opportunity manually:

Approved agents remain approved.
The system marks pending requests as Denied.
The opportunity status changes to Closed immediately.

End to end exampleClick to expand

Monday: Scheduler creates an overtime opportunity for Friday morning and saves it as Draft.
Tuesday: Scheduler publishes the opportunity.
Wednesday at 09:00: Enrollment opens. Agents begin requesting.
Thursday at 12:00: Enrollment deadline passes. Status changes to Pending.
Thursday afternoon: Scheduler reviews remaining manual requests.
Friday at 06:00: Opportunity begins. Status changes to Closed.

This lifecycle ensures:

Controlled visibility
Fair enrollment handling
Structured approval management
Schedule integrity
Clear operational checkpoints

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