Manage work plan assignments

AI-generated summary

Genesys Cloud's Work Plan Assignments feature enables management of employee schedules through a dedicated interface. The system requires specific licenses (CX 1-4 WEM Add-on or Cloud EX) and various permissions including Workforce Management and Groups viewing rights. Users can view agent work plan details, modify assignments, and delete work plans through the Admin portal under Workforce Management > Work Plan Assignments. The platform allows both individual and bulk work plan modifications, with options for setting default plans or creating temporary schedule changes. Key functionalities include selecting business/management units, assigning effective work plans, managing work teams, and implementing override details. The system supports immediate or future-dated schedule changes, with the ability to set specific start and end dates for temporary assignments. Work plan modifications can be confirmed through a weekly view display, and deletions require explicit confirmation through a dialog box.

PrerequisitesClick to expand

You can perform the following actions from the Work Plan Assignments page. Click each option to read about the actions you can perform on this page.

View agent work plan assignment detailsClick to expand

To view the agent work plan assignment details, perform the following steps:

Click Admin.
Under Workforce Management, click Work Plan Assignments.
Click Menu > Workforce Management > Work Plan Configuration > Work Plans.
From the Business Unit/Management Unit list in the upper right corner, select the business unit/management unit. The Work Plan Assignments page is displayed.

You can view the list of agents available under the management unit along with details such as, effective work plan, work team, and override details.

Note: Only work plan assignment overrides and temporary changes are available on this view. You can view the default work plan and work plan rotation assignments under the user/agent tab of the respective pages.

Change Work PlanClick to expand

To change the work plan of an agent, perform the following steps:

Navigate to the Work Plan Assignments page.
To select the agent whose work plan requires changes, click the checkbox next to the agent. You can select multiple agents if they all need to be assigned to the same work plan.
Click Change Work Plan. The Change Work Plan dialog box is displayed.
In the Work Plan field, select the new work plan.
Select the required options in the fields displayed.
1. To change the work plan of a single agent, perform these steps:
  1. Check the Set as Default Work Plan checkbox if you want to make the selected work plan as the default work plan. A new work plan assignment with an open-end date is created.
  2. In the From field, select whether to start the work plan immediately or from a particular day.
    Note: This field is displayed only when you check the Set as Default Work Plan checkbox.
2. To create a temporary work plan change for a single agent, perform these steps:
  1. In the From field, select the date to indicate the start date of the work plan.
  2. In the To field, select the date to indicate the end date of the work plan.
3. To change the work plan of multiple agents, perform these steps:
  1. In the From field, select whether to start the work plan immediately or from a particular day.
The section on the right displays the work plan for the entire week for the period ahead.
Click Confirm to confirm the changes. The updated work plan is displayed on the Work Plan Assignments page.

Delete Work PlanClick to expand

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Manage work plan assignments