Generate a schedule from a forecast

AI-generated summary

Genesys Cloud's forecast-based scheduling system provides comprehensive workforce management capabilities that automatically generate optimized weekly and monthly schedules using forecast data and scheduling constraints. The system supports schedule periods of up to six weeks, with generation typically requiring 20+ minutes and processing one business unit at a time. Valid work plans and aligned forecast periods are prerequisites for successful schedule generation. The scheduling workflow begins in Workforce Management > Schedules, where users select a business unit and configure the Generate Schedule dialog by specifying the schedule period type and duration. Agents must be configured as schedulable to be included in generated schedules. The system requires alignment between the schedule period and forecast period—for example, a six-week schedule must correspond to a six-week forecast. Optional configuration fields include Description for documentation, Activity Smoothing to control concurrent activity distribution, and Schedule Variability to enable randomization that prevents agents from receiving identical shift combinations across schedule runs. The comprehensive schedule editor provides detailed agent management through the Select Action menu, offering keyboard shortcuts for efficient operations including shift assignments (Shift + Q and Shift + T), activity replacements (Shift + R and Shift + B), shift swaps (Shift + W), and activity copying (Shift + A, Shift + M). The Add Agents function allows users to populate schedules by selecting individual agents, all available agents, or filtering selections. The editor supports multiple viewing options including day, date range, week, and vertical views, with robust filtering capabilities for management units and work teams. The platform tracks key metrics such as adherence, conformance, and paid hours, while supporting multi-timezone management with administrators able to view schedules in alternative time zones while maintaining reference to the business unit's default timezone. Additional functionality includes viewing agent skills and languages, adherence information, and the ability to add activities within specified timeframes or based on system-recommended coverage optimization. The editor allows adjustment of activity length, modification of activity details, zoom controls, and undo/redo capabilities for unsaved changes. Schedule publication requires that only one schedule exists for a given date range, with new published schedules fully encompassing any existing published schedules they replace and no overlapping adjacent schedules permitted. The system displays unpublished schedules that may overlap with published schedule date ranges, allowing agent assignments from published schedules to contribute to planning group coverage calculations. This overlap can result in coverage analysis indicating understaffing conditions even when adequate coverage exists, as the system accounts for assignments across both published and unpublished schedule periods.

Forecast-based schedule generation uses data from the portion of a forecast along with week- and day-level scheduling constraints to produce a week’s schedule. Use schedule generation from forecasting to return predicted service performance that closely matches requirements with as few paid hours as possible.

You must select a forecast to generate a forecast-based schedule, and you can only generate one schedule per business unit at a time. When you generate another schedule, the newly generated schedule will be displayed in the Last Scheduling Attempts section at the top of the schedules page.

Notes:

A forecast-based schedule may take 20 minutes or longer to generate.
Agent must be configured to be schedulable to be included in generated schedule. Go to Workforce Management > Agents > Update Agent Schedulability.Go to Menu > Workforce Management > Workforce Management Configuration > Agents. Select the agent and click Update Agent Schedulability.

Generate a schedule from a forecastClick to expand

Notes:

If any work plans are listed as not valid, make sure to correct the work plan validation items before you generate the schedule. Otherwise, the scheduler may produce errors when it generates the schedule. For more information, see Validate and save the work plan.
The short-term weeks are a maximum of six.

To create a schedule with a forecast, perform the following steps:

Click Admin.
Under Workforce Management, click Schedules.
Click Menu > Workforce Management > Scheduling > Schedules.
From the Business Unit list, located in the upper right corner, select a business unit.
(Optional) To change the time zone in which you view data, in the upper right hand corner select the current time zone list.
Note: By default, the view uses the business unit's time zone.
Click Generate . The Generate Schedule dialog box opens. You can proceed to generate the schedule with the settings or modify the fields in this dialog box.
- In the Schedule Period Type field, indicate the type of the schedule period.
  - Monthly: Use the dropdown to select the month to generate the schedule.
  - Weekly: Click the Calendar icon to select the week. The current week is selected by default and you can change the selection.
- In the Number of Weeks field, select the number using the up and down arrows. This field is available for selection only when you select Weekly as the option in the Schedule Period Type field.
- The Schedule Period field indicates the date or the month selected in the Schedule Period Type field. If you select Monthly then the current month is the default value that appears.
- (Optional) In the Description field, add the description for the schedule.
- (Optional) In the Scheduling Method field, confirm if the Create Schedule with Forecast option is selected.
- (Optional) In the Activity Smoothing field, the value configured at the business unit appears. You can change the value to indicate how you want the concurrent activities to be distributed through the schedule. For more information about how to configure schedules, see Add a business unit.
- (Optional) In the Schedule Variability field, the value configured at the business unit is displayed. Enable this checkbox to indicate that you would like to use additional randomization to schedules so that the same agent does not always receive the same combination of shifts for each schedule run.
- Under Select Forecast, click the forecast on which to base the schedule.
  Notes:
  - For the forecast to be available to generate a schedule, the schedule period must fall within the forecast period. For example, a six week schedule must align with a six week forecast. A four week schedule must fall within a four, five, or six week forecast.
  - The forecast only appears if it is enabled for use in schedule generation.
Click Generate.

Add agents to the scheduleClick to expand

Open the new schedule.
From the Select Action menu, click Add Agents. The Add Agents dialog box opens.
In the Agents column, do one of the following:
- Scroll through the list and check the box next to each agent you want to add.
- To add all available agents to the schedule, click All.
- To remove all agents from the schedule, click None.
To view only the list of the agents you choose, click Show selected.
When you finish adding agents to the schedule, click OK.

Edit the scheduleClick to expand

In the schedule editor, you can perform various tasks related to the selected schedule.

Manage the schedule from the Select Action list <strong></strong>Click to expand

Some available options depend on the current schedule view. In the schedule editor, to view available options click the arrow at the end of the Select Action menu.

Task	Description	Keyboard shortcut
Assign Shifts	Assign shifts from one agent to another.	Shift + Q and Shift + T
Replace Shifts with Activity	Replace an entire shift or shifts with a selected activity.	Shift + R
Replace Activity	Replace an activity or activities with another activity in a schedule.	Shift + B
Swap Shifts	Swap one agent's shifts with another agent.	Shift + W
Copy Activity to Agents	Copy an activity to one or more agents in the schedule.	Shift + A
Copy Shift to Agents	Copy an agent's shift to one or more agents.	Shift + M
Copy Shift to Days	Copy an agent's shift to one or more days.	Shift + D
Remove Selected	Remove one or more items from the selected schedule.	Delete
Add Agents	Include more agents in the selected schedule.	N/A
Remove Agents	Exclude one or more agents in the selected schedule.	N/A
Adjust Times	Move selected shifts and activities earlier, later, or to a specific time.	Shift + J

Perform extra tasks in the schedule editorClick to expand

In addition to managing the schedule from the Select Action list, you can also:

Task	Description
Available schedule views	Learn more about the various ways to view a schedule.
Change the schedule view	Select to view a schedule by day, date range, week, or vertical view in the schedule editor.
View schedule by management unit or work team	Select work teams or management units in the schedule editor.
Review scheduled, required, difference counts, performance, daily summaries	If your schedule was generated based on a forecast, details about scheduled, required (with and without ), difference counts, and performance are listed in the schedule grid.
Review activity counts and daily summaries	Depending on your view, the schedule editor displays metrics that help you analyze and plan schedules.
View agent information	Click an agent name to view that agent's assigned skills and languages.
View adherence information in the schedule editor	Customize the schedule editor to show agent adherence information for past schedules. Add conformance and adherence columns in the agent area.
View an agent's paid hours per week	Depending on your view, you can see various details about an agent's paid hours for a specific day or week.
Add an activity to one or more agents	Choose the time frame in which to add the activity to shifts. Or let the system recommend the most appropriate times based on coverage, and then choose from the list of times to which to add the activity.
Adjust an activity's length	Adjust a non-default activity's length within a shift.
Modify activity details	Edit default values for non-default activities.
Use zoom to adjust the level of schedule detail	Zoom in to see the current schedule in more detail, or zoom out to see a larger time period for the current schedule.
Undo or redo unsaved changes to a schedule	Undo or redo unsaved changes to a schedule, one at a time, up to the last save.
Adjust times for shifts and activities	Move multiple selected shifts and activities simultaneously while preserving durations.

View from a different time zone

By default, this view uses the business unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. The time zone of the business unit is listed at the top of the list of time zones for reference. This option is helpful for administrators who access the view from a different time zone.

Publish the scheduleClick to expand

Notes:

Only one schedule can be published for a given date range. To replace an existing published schedule, publish a new schedule that fully encompasses the existing published schedule. For example, you cannot publish a two-week schedule over the first half of an existing four-week published schedule, but you can publish a four-week schedule that replaces an existing two-week published schedule if no adjacent published schedules overlap the new date range.
When you view an unpublished schedule that overlaps the date range of a published schedule, agent assignments from the published schedule can contribute to planning group coverage. As a result, the Scheduled and Difference (vs Required) rows may indicate understaffing even when sufficient coverage exists.

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