Add a new activity plan

AI-generated summary

Genesys Cloud's activity plan feature provides comprehensive workforce management capabilities through a licensed interface supporting up to 6000 participants across Meeting, Off Queue, and Training sessions. The system requires specific licensing (Genesys Cloud CX 1-4, Digital, WEM Add-ons, or EX) and appropriate Workforce Management permissions accessible through the Admin interface. Activity plans are configured as Individual or Group types with customizable group sizes (1-6000 participants) and support automated schedule generation for active plans. Configuration spans multiple tabs including the General tab, which establishes plan name, activity code, paid time designation, plan type, group size, description, initial schedule period, and session length in 5-minute default increments. The Scheduling Settings tab controls Start Time Increment, Maximum Simultaneous Sessions (1-6000 range), and Maximum Number of Sessions across the entire plan. Recurring Activity functionality enables scheduling by Days or Weeks with configurable minimum time between occurrences, supporting up to 1000 stored occurrences. Recurrence can be set to "Never" for indefinite scheduling or "On" to specify a termination date and time. Sessions can be scheduled during on-queue periods or interruptible activities, with active plans automatically generating sessions during future schedule generations or through manual execution via the Run Now function. The Attendees tab manages inclusion and exclusion rules with pre-populated business unit and management unit entries. The Facilitators tab features a "Require Facilitators" toggle mandating internal facilitators for each session when enabled, with configurable transition time between sessions. The Service Goal Override tab offers three approaches: "Favor Service Goal" maintains business unit-level rules without generating slots if violations are detected; "Favor Scheduling All Attendees" prioritizes finding sessions based on attendee business unit service goals; and "Customize Service Goal Impact" applies customized service goal templates through percentage value configuration. The Session Availability tab configures external facilitator availability by day of week, specific dates, or date ranges using time windows with "Earliest Start" and "Latest End" fields. The system automatically identifies optimal meeting times by cross-referencing contact availability against published schedules; however, external facilitator data requires manual entry. Activity plans are created through Admin > Workforce Management > Activity Plans with configuration across Details, Attendees, Facilitators, Schedule Settings, and Session Availability tabs before creation or immediate execution via Create and Run Now. Plans can be preserved for reactivation through inactive status or permanently removed through deletion, which removes all associated future occurrences, sessions, and attendee assignments. The interface provides standard data management features with table-format result displays, edit/delete actions accessible through an actions menu, documentation access via Show Guide, and a feedback mechanism for documentation improvement.

PrerequisitesClick to expand

Note: Activity plan sessions can be scheduled during periods of on queue activity or periods of activities that are configured as is interruptible.

To add a new activity plan, perform the following steps:

Click Admin.
Under Workforce Management, click Activity Plans.
Click Menu > Workforce Management > Scheduling > Activity Plans.
The Activity Plan page is displayed with notes on activity plans and how it works. From the Business Unit list, in the upper right corner, select the business unit.
Click Create Activity. The New Activity page opens.
Update the fields as required in the Activity Name, Details, Attendees, Facilitators, Schedule Settings, and Session Availability tabs.
Click Create to create the activity plan. Optionally, click the checkbox in the popup to Create sessions now on existing published schedules if you wish to run the plan immediately.

Note: Creating an activity plan and leaving it active automatically generates sessions during future schedule generations. To add sessions to existing published schedules, open the activity plan and click Run Now. If you no longer need an activity plan, you can change its status to inactive. Inactive activity plans can be reactivated or permanently deleted. Deleting an activity plan removes all future occurrences, sessions, and attendee assignments associated with the activity plan.

The following section lists and describes the fields that are available in each tab of the New Activity view. For more information, click a collapsible.

Details tabClick to expand

Based on the values that you set on the Details tab, the values in the other tabs are populated. The following table describes the fields on the Details tab.

Field	Description
Activity Name	Indicates the name of the activity plan.
Rule is active	Indicates whether the activity plan is active.
Activity Code	Select the activity code under which the activity plan needs to be created. The activity codes displayed here are based on the configuration made in the Activity Code page. The activity codes available for selection are: Meeting Off Queue Training For information about activity codes, see Add an activity code.
Count as paid time	Indicates whether the activity is considered as paid time.
Session Type	Indicates the type of activity plan selected. You can select the type based on the activity you are setting up. The plan types are as follows: Individual - Select this option when you are setting up an individual meeting. For example, individual training for an agent. Group - Select this option when you are setting up a meeting for a group. For example, a group training.
Minimum Group Size	Indicates the minimum number of groups for the activity plan. This field is active only when you set the Plan Type field to Group. The minimum number that you can assign to this field is 1.
Maximum Group Size	Indicates the maximum number of groups for the activity plan. This field is active only when you set the Plan Type field to Group. The maximum number that you can assign to this field is 6000.
Description	Include a short description of the activity plan to help other administrators understand what is being scheduled by the plan.
Permission	Indicates whether the activity plan applies to all management units or only to specific management units in the business unit.

Attendees tabClick to expand

The Attendees tab displays the following tabs:

User Rules tab
BU Rules tab

The User Rules tab allows you to set the attendees options for the activity plan. This tab appears by default.

To view and add existing rules to the activity plan, perform the following steps:

In the User Rules tab, click Add Rule.
In the Select a rule section, a list of existing rules applicable to the current business unit are displayed. These rules appear based on the value that you set in the Permissions field in the Details tab. The rules are the default filtered rules. You can locate this option at the upper right of the Select a rule section. You can also view all the rules available for the entire management unit when you click the View All option available next to the Filtered option. If no rules exist, then a blank section appears.
Select the required rule. The Associated with section displays the details of the business unit that the rule is associated along with the rule grouping details.
Click Edit.
In the Include/Exclude fields of the Associated Rules section, include or exclude the users.
In the Include box that appears, select the management unit.
To add more groups, click Add Rule Grouping and repeat steps 5 and 6 as necessary.
Click Save.

To create a new rule perform the following steps:

In the Select a rule section, click Create Rule. The Create rule section appears.
In the Name field, enter the name of your rule. The Type field is view-only and Activity Plan option is already selected.
(Optional) In the Description field, enter a description for your rule.
In the Criteria tab, notice that the business unit details is displayed.
In the Rule Grouping section, in the Include/Do not include list, select an option. For example, Include.
In the Group drop-down, select a group. For example, User.
Click + Add Rule Item.
In the Include User group list, type the name of the user. You can add multiple user names with the OR criteria.
Repeat steps 8 and 9 to add more rules.
To delete a rule item, use the Delete icon.
Click + Add Rule Group to include a new rule group.
Click the Preview tab. The Users section displays the list of users associated to the rule. To check if a user is associated with the rule, perform the following steps:
1. In the Search box of the Users section, type the name of the user.
2. From the options that appear, select the user. Users rules automatically check whether the user is associated with the Activity Plan. If not, no results appear.
Click Save.

Review role complexity

At the lower right corner of the Create Rule section, you can view the Complexity field, which displays the complexity score of your rule. The score increases as you add more rules or groups. Hover over the icon next to the score to view the details of the complexity. For example, two groups and four items present in the rule. The complexity score helps you manage the number of items sent to the search cluster to retrieve agent details efficiently. The system allows a maximum complexity score of 17. If you exceed this limit, a warning message prompts you to reduce the number of groups or items in your rule.

The following table describes the fields on the Attendees tab.

Field	Description
Include/Exclude	Indicates whether the attendee is included or excluded. The business unit and the management units selected in the Permission field in the General tab are added by default. You cannot modify these entries. If you want to include or exclude anyone in particular, you can click Add Rule available at the bottom of the last entry. Note: When the row indicates a , it means that the entries are complete and you cannot modify them. When it indicates , it means that the row is available for entries.
Select	Indicates whether it is a business unit or management unit or user that you want to add to the activity plan. Select an option from the drop-down. This field is available for selection only for those entries that you manually add.
Details	Indicates the management unit or user detail that you want to add to the activity plan. The format of this field depends on what you select in the Select field. If you select: Management unit in the Select field, then this field appears as a drop-down. Select the required management units. The management units that are part of the business unit are only available for inclusion. User in the Select field, then this field appears as a text box. Enter the user names. The user who is part of the business unit and management unit are only available for inclusion. Note: When you select management units and users, the system checks whether the management units are under the business unit and if the users are under the management unit and business unit.
Add Rule	Adds a new row and data can be selected as required.

Facilitators tabClick to expand

The Facilitators tab displays the following tabs:

Users Rules tab
BU Rules tab

The User Rules tab allows you to set the facilitators options for the activity plan. This tab is displayed by default. To view and add existing facilitators rules to the activity plan, perform the following steps:

In the User Rules tab, click Add Rule.
In the Select a rule section, a list of existing rules applicable to the current business unit are displayed. These rules appear based on the value that you set in the Permissions field in the General tab, and are the default filtered rules. You can locate this option at the upper right of the Select a rule section. You can also view all the rules available for the entire management unit when you click the View All option available next to the Filtered option. If no rules exist, then a blank section is displayed.
Select the required rule. The Associated with section displays the details of the business unit that the rule is associated along with the rule grouping details.
Click Edit.
In the Include/Exclude fields of the Associated Rules section, include or exclude the users.
In the Include box that appears, select the management unit.
To add more groups, click Add Rule Grouping to add more groups and repeat steps 5 and 6 as necessary.
Click Save.

To create a new rule to add new facilitators to the activity plan, perform the following steps:

In the Select a rule section, click Create Rule. The Create rule section appears.
In the Name field, enter the name of your rule. The Type field is view-only and Activity Plan option is already selected.
(Optional) In the Description field, enter a description for your rule.
In the Criteria tab, notice that the business unit details is displayed.
In the Rule Grouping section, in the Include/Do not include list, select an option. For example, Include.
In the Group drop-down, select a group. For example, User.
Click + Add Rule Item.
In the Include User group list, type the name of the user. You can add multiple user names with the OR criteria.
Repeat steps 8 and 9 to add more rules.
To delete a rule item, use the Delete icon.
Click + Add Rule Group to include a new rule group.
Click the Preview tab. The Users section displays the list of users associated to the rule. To check if a user is associated with the rule, perform the following steps:
1. In the Search box of the Users section, type the name of the user.
2. From the options that display, select the user. User rules automatically check whether the user is associated with the Activity Plan. If not, no results appear.
Click Save.

Review role complexity

At the lower right corner of the Create Rule section, you can view the Complexity field, which displays the complexity score of your rule. The score increases as you add more rules or groups. Hover over the icon next to the score and view the details of the complexity. For example, two groups and four items present in the rule. The complexity score helps you manage the number of items sent to the search cluster to retrieve agent details efficiently. The system allows a maximum complexity score of 17. If you exceed this limit, a warning message prompts you to reduce the number of groups or items in your rule.

The following table describes the fields on the Facilitators page when you select the BU Rules tab.

Field	Description
Require Facilitators	Enable this toggle to indicate that facilitators are required for this activity plan. You can add or modify values on this tab only when you enable this toggle. If you enable this toggle, then it is mandatory to have an internal facilitator for every session. For example, if there is a session that is available based on the agents' availability but if the facilitator is not available, then no sessions are generated. If you are planning for an external facilitator, you need not enable this toggle. You can check for session details directly on the Session Availability tab.
Transition time (Minutes)	Indicates the transition time in minutes. A facilitator can handle multiple sessions and this transition time helps the facilitator to take a break and move to the next session.
Include/Exclude	Indicates whether the facilitator is included or excluded. The business unit and the management units selected in the Permission field in the General tab are added by default. You cannot modify these entries. If you want to include or exclude anyone in particular, you can click Add Rule available at the bottom of the last entry. Note: When the row indicates a , it means that the entries are complete and you cannot modify them. When it indicates a , it means that the row is available for entries.
Select	Indicates whether it is a business unit or user that you want to add to the activity plan. Select the option from the drop-down. This field is available for selection only for those entries that you manually add. Note: You can have a collection of users listed as facilitators. However, for an activity plan, you can select only one facilitator per session. If you include a user in both Attendee and Facilitator tabs, then the system includes the user automatically to the Facilitator tab as a facilitator.
Details	Indicates the management unit or user detail that you want to add to the activity plan. The format of this field depends on what you select in the Select field. If you select: Management unit in the Select field, then this field appears as a drop-down. Select the required management units. The management units that are part of the business unit are only available for inclusion. User in the Select field, then this field appears as a text box. Enter the user names. Only users who are part of the business unit and management unit are available for inclusion. Note: When you select the management units and users, the system checks whether the management unit are under the business unit and if the users are under the management unit and business unit.

Scheduling Settings tabClick to expand

The following table describes the fields on the Scheduling Settings tab.

Field	Description
Initial Schedule Period	Indicates the first occurrence of the activity. You can set the date range with the start and end fields. These fields, by default, select the upcoming week. Click the Start and End field Calendar icons to set the start and end dates, respectively. icon and set the start date. In the End field, click the Calendar icon and set the end date.[/hidden]
Start time increment	The selected increment determines a valid start time when selecting sessions.
Length (Minutes)	Indicates the length of the interval allowed in between sessions. The default value is 5 minutes and increments there forth.
Maximum Simultaneous Sessions	Indicates the number of sessions happening simultaneously. The minimum number of simultaneous sessions is 1 and the maximum number is 6000.
Maximum Number of Sessions	Indicates the maximum number of sessions allowed for the activity. This constraint applies to the entire activity plan, not to individual occurrences.
Recurring Activity	Indicates whether this activity is recurring. The fields in this section are active only when you enable this field.
Recurs every	Indicates whether the activity is recurring in days or weeks. This field is available for edit only when the Recurring Activity toggle is enabled. In the first box, indicate the number. Use the up and down arrows to increase or decrease the number or manually modify the value. In the second box, use the drop-down to view and select the Days or Weeks recurrence option.
Minimum Time Between Each Occurrence	Indicates the minimum time between each occurrence in days or weeks. This field is available for edit only when the Recurring Activity toggle is enabled. In the first box, indicate the recurrence number. Use the up and down arrows to increase or decrease the number or manually modify the value. Use the drop-down in the second box to select the Days or Weeks recurrence option. Note: The system stores up to 1000 occurrences.
Recurrence Ends	Indicates when the recurrence is ending. The options available are as follows: Never – Set this option for the activity plan to recur until the activity plan is active. On – Set this option for the activity plan to recur until a particular date and time.

Sessions Availability tabClick to expand

The following table describes the fields on the Session Availability tab.

Field	Description
Available days	Allows you to specify the availability of the external facilitators. The system performs a search based on the days you select here. You can choose any of the following values: Days of the week: When you select this option, the days of the week are displayed. Select the days as applicable. Specific date: When you select this option, the date picker field is displayed. Select the date as applicable. Date range: When you select this option, the from and to date picker fields are displayed. Select the date range as applicable.
Any Time	Indicates that all available times can be listed in the section below.
Earliest Start	Indicates the time that can be used as the start time. Click the Clock icon to select the start time.
Latest End	Indicates the time that can be used as the end time. Click the Clock icon to select the end time.
Add	This button displays when all fields are duly populated. Click to add the available time to the table.
Availability Dates	Displays the available dates. To create a best time, the system first checks for the available time of the contact provided on the Facilitators tab through the published schedule of the attendees and facilitators. Based on the best available timings, the available sessions appear. Since data of external facilitators is not available in Genesys Cloud, you need to manually enter the details. Details of internal facilitators are added to the Facilitators tab.
Days of the Week	Displays the selected days of the week.
Earliest Start Time	Displays the start time when you select this option. If you selected the Any Time option, then this field displays the text Any Time.
Latest End Time	Displays the end time when you select this option. If you selected the Any Time option, then this field displays the text Any Time.
Actions	Click the three dots to view and select the Edit and Delete options as needed.

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