Opportunities for agents

AI-generated summary

Genesys Cloud provides agents with an Opportunities feature that enables them to request additional work assignments aligned with their availability through the Schedule interface. Agents access opportunities by selecting a date range and view mode (Day, Week, or Month), then clicking the Opportunities icon to display available assignments filtered by open lifecycle stage, agent inclusion in the Assigned Users list, date range alignment, and absence of scheduling conflicts. Opportunity tiles display the opportunity name, date, timeframe, enrollment status, description, and enrollment deadline. Agents can request one or more opportunities by selecting checkboxes and submitting requests, which are then processed through either manual approval or auto-approval workflows. Upon approval, the associated on-queue activity is automatically added to the agent's schedule for the defined timeframe. The system tracks four enrollment statuses throughout the workflow: Pending (submitted and awaiting processing), Approved (added to schedule), Denied (not approved with optional denial notes), and Withdrawn (agent-initiated withdrawal). Agents can withdraw requests while in Open status through the Opportunities panel, after which the status updates to Withdrawn and the request is removed from available spaces; however, withdrawn requests cannot be resubmitted after approval. If a scheduler later changes an approved enrollment to Denied, the activity is automatically removed from the schedule. Access to the Opportunities feature requires three specific permissions: Workforce Management > Agent Opportunities Query > View, Workforce Management > Agent Opportunities Enrollments > Add, and Workforce Management > Agent Opportunities Enrollments Statuses > Edit. The structured workflow maintains schedule integrity by allowing agents to request additional assignments while ensuring proper approval controls and capacity management are maintained throughout the enrollment process.

PrerequisitesClick to expand

Opportunities allow you to pick up extra work that fits your availability. You can view available opportunities, request time that suits your schedule, and track the status of your requests, all within your schedule.

Opportunities are displayed based on:

The schedule date range that you are viewing.
The schedule view mode selected (Day, Week, or Month).

View an opportunity

To access the Opportunities page, perform the following steps:

Click Menu > My Activity > Schedule or Analytics > Analytics Workspace > My Schedule > Schedule.
In the date range selection, select the desired date range.
From the right of the Schedule page, click the Opportunities icon.

The Opportunities page panel is displayed with the available opportunities.

How date range and view mode affect visibility of opportunities

The system displays opportunities based on the selected date range and view mode.

Day viewClick to expand

Week viewClick to expand

Month viewClick to expand

Navigate the opportunities panel

Each opportunity appears as a tile with summary details, including:

Opportunity name
Date
Timeframe
Current enrollment status

You can also view the following details:

Description (if provided by the scheduler)
Enrollment deadline
Available actions (Request or Withdraw, depending on status)

If a scheduler includes a note when denying a request, the system displays the note in this panel. You can perform the following actions from this panel. Click a collapsible for more information.

Request an opportunityClick to expand

To request one or more opportunities:

Select the checkbox on one or more opportunity tiles.
Click Submit.

You can select multiple opportunities and submit them in a single request.

After you submit a request:

The system sets the status to Pending if manual approval is required.
If auto-approval is enabled, the system can briefly show Pending while processing, then update the status to Approved.

If the system approves the request:

The system adds the associated on-queue activity to the agent’s schedule.
The activity appears in the schedule for the defined timeframe.

If you enable auto-approval during opportunity creation:

The system automatically processes eligible agent submissions.
Requests may briefly appear as Pending, but typically remain in a Processing state while the system evaluates and completes the request.
Once processing completes, the system updates the status to Approved or Denied, depending on eligibility and available capacity.
The system continues processing requests until all spaces are filled.

If no spaces remain, the system can deny the request.

You cannot view requests while the system processes them. The system displays these requests as Pending until processing completes or another action occurs.

Withdraw a requestClick to expand

View enrollment statusClick to expand

As an agent you can view the status of each opportunity directly within the Opportunity panel.

Possible statuses include:

Pending – Request is submitted and awaiting processing or manual review.
Approved – Request is approved and added to schedule.
Denied – Request is not approved (denial note visible if provided).
Withdrawn – Request is withdrawn by the agent.

Displays the agent schedule view

Approved opportunities are reflected directly in the schedule view.

How opportunities appear on the schedule

When an opportunity is approved:

The selected On Queue activity is added to the schedule.
It appears as a scheduled activity block for the defined timeframe.

If a scheduler later changes an approved enrollment to denied, then the activity is automatically removed from the schedule.

Agent workflow in submitting a request

This workflow provides a clear and structured way for you to request extra work while maintaining schedule integrity. To submit a request, perform the following steps:

In the Schedule page, click the Opportunities icon.
The two available opportunities for the given day are displayed. Select both the opportunities.
Click Submit. The system sets both requests to Pending.
The scheduler then approves one request and denies the other.
The system adds the approved opportunity to the schedule.
Upon refresh, the system displays a denial note for the rejected opportunity.

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