Manage a work plan’s daily shift configuration
AI-generated summary
Genesys Cloud Resource Center provides comprehensive work plan management capabilities for configuring daily shift parameters within workforce management systems. Users access shift configuration through the Workforce Management menu by navigating to Management Units and selecting Work Plans, where administrators can rename shifts (limited to), configure shift start times in five-minute increments using standard time format, and establish flexible start time windows by specifying earliest and latest times with customizable increment intervals.
The platform enables configuration of specific shift end times with next-day rollover options, adjustment of daily paid time allocations through hour and minute controls, and implementation of flexible paid time ranges with defined minimum and maximum thresholds. Contiguous work time configuration functionality enforces mandatory break periods by establishing minimum and maximum work duration limits before agents transition to non-work activities or shift completion. All shift modifications are applied through the Edit Shift dialog box with confirmation via OK button, and work plans can be filtered and selected from a searchable list within the designated management unit.
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Related documentation topics encompass work plan management features including shift activities management, weekly configuration setup, work plan copying and deletion, and general work plan configuration . Users unable to find answers through documentation can access community support resources for additional assistance
You can edit shift configuration in an existing work plan.
- Click Admin.
- Under Workforce Management, click Management Units.
- Click Menu > Workforce Management > Workforce Management Configuration > Management Units.
- The Management Units page opens. Under Configuration, click Work Plans.
- In the upper right corner, click the Management Unit list and select the desired management unit.
- Optionally use the search filters to narrow the list of work plans.
- Select a work plan.
The daily shift name cannot exceed 50 characters.
- Click the shift name. Note: The Edit Shift dialog box opens.
- Enter a new name for the shift and click OK.
- Click the Daily Paid Time box. Note: The Edit Shift dialog box opens.
- To change the start time for the shift, in the Shift Start area enter the shift’s start time in standard time format. For example, 08:00 AM or 04:30 PM. Note: You can only choose five-minute increments.
- To allow for flexibility in the shift’s starting time, do the following:
- Select the Flexible times check box.
- In the Earliest box, enter the desired earliest start time in standard time format.
- In the Latest box, enter the desired latest start time in standard time format.
- Under Increment, use the Hours and Minutes up and down arrows to set the amount of time between shift start times. Example: If you have an earliest start time of 8:00am, a latest start time of 10:00am, and a start time increment of 15 minutes, possible start times for the shift are: 8:00, 8:15, 8:30, 8:45, 9:00, 9:15, 9:30, 9:45, and 10:00.
- To set a specific end time for the latest shift, do the following:
- Select the Latest Shift Stop check box.
- Enter the shift’s stop time in standard time format.
- If the shift’s stop time rolls over to the next day, select the Next day check box.
- Click OK.
- Click the Daily Paid Time box. Note: The Edit Shift dialog box opens.
- In the Daily Paid Time area, use the Hours and Minutes up and down arrows to adjust the amount of daily paid time for the shift.
- Click OK.
- To allow for flexibility in the shift’s daily paid time, do the following:
- Select the Flexible times check box.
- Under Minimum, set the minimum amount of daily paid time allowed for the shift.
- Under Maximum, set the maximum amount of daily paid time allowed for the shift.
- Click OK.
Contiguous time helps make sure that agents do not work too long without getting a break.
- Click the Daily Paid Time box. Note: The Edit Shift dialog box opens.
- Select the Contiguous Work Time check box.
- Under Minimum, set the minimum amount of time the agent must work before starting an activity that does not count as work time.
- Under Maximum, set the maximum amount of time the agent can work before starting an activity that does not count as work time, or before ending the shift.
- Click OK.
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