Set up shift activities

AI-generated summary

Genesys Cloud provides a comprehensive shift activity management system that enables detailed configuration of work plans and schedules through an intuitive drag-and-drop interface. The platform supports relative time scheduling with customizable activity parameters, including flexible start times, duration settings, and time constraints relative to shift boundaries, with precision available at one or five-minute granularity levels. Work plans require daily shift configurations that establish agent schedules and coverage requirements, with each shift containing specific start/end times and assigned activities. The system manages various activity types including interaction handling, meetings, breaks, and training sessions, with automatic monitoring of break distribution to maintain proper work-rest patterns and compliance with minimum/maximum time constraints between activities. Configuration options are available at the Business Unit level, with activities being fully customizable through dialog boxes that allow modifications to timing parameters, break rules, descriptions, and paid status. Users can add activities to shifts using a drag-and-drop interface by selecting activities from a code list and positioning them within the shift timeline. Activity length can be adjusted using sizing arrows or the Edit Activity dialog box, with modifications available in one or five-minute increments based on scheduling granularity settings. The platform supports flexible weekly scheduling by enabling shift assignments across different days. Activity start times can be configured as relative to either shift start or shift end times, with minimum and maximum length parameters specifying time constraints between activity boundaries and shift boundaries. Administrators can configure shift-end rules and activity timing parameters, including break timing rules relative to shift end using relative time measurements up to 23 hours and 55 minutes maximum. Actual activity start times can be set by disabling the "Start Time is Relative to Shift Start" option and entering specific times, or flexible start times can be configured by selecting the "Flexible Start Time" checkbox and specifying earliest and latest start times with customizable hour and minute increments. Additional configuration options include designating activities as paid time or contiguous work time to prevent excessive agent work periods without breaks, and adding optional descriptions for activity definitions. The interface provides checkbox toggles and input fields with arrow controls for precise time configuration, with changes applied by selecting OK.

Series: Add a work plan

Previous suggested step: Configure the work plan’s daily shifts

Next suggested step: Add agents to the work plan

After you configure the work plan’s daily shifts, you can set up shift activities.

Add an activity to the shiftClick to expand

Select the activity that you want to add, and then use the Add button to drag an activity into the shift.

To add an activity to the shift:

Click the arrow at the end of the activity code list and select the activity you want to add.
Click and hold the Add button, and then drag the activity to the appropriate location in the shift.
Optionally use the sizing arrows to adjust the length of the activity.
Repeat steps 1–3 for any additional activities you want to add.

Edit the shift activityClick to expand

Double-click the shift activity you want to edit. The Edit Activity dialog box opens.
To change the activity, select the new activity from the list.
- Under Length, use the Hours and Minutes up and down arrows to determine the length of time the activity lasts.
  Note: In the work plan view, you can also use the sizing arrows to adjust the length of the activity. You can modify the length of the activity in one or five-minute increments depending on the selection that you made in the Scheduling Granularity field in the Business Unit page. The default selection for this field is five minutes. For more information about setting the increments, see Add a business unit.
To specify that the activity start time depends on the shift start time, do the following:
1. Select the Start Time is Relative to Shift Start check box.
2. Under Start Time, set the activity’s start time in relation to the shift start time. For example, 2 hours from shift start.
3. Under Minimum Length From Shift Start, set the activity’s minimum time from the shift start and activity start times.
  Notes:
  Use the Hours and Minutes arrows to set the minimum and maximum shift lengths.
  The system uses relative time, rather than absolute time, for example, 10:00 a.m.
To specify that the activity start time is dependent upon the shift end time, do the following:
1. Under Minimum Length From Shift End, set the activity’s minimum time between the activity end and shift end times.
2. Under Maximum Length From Shift End, set the activity’s maximum time between the activity end and shift end times. You can define the rules that are relative to the end of the shift, which you can use to set break timing rules, such as the last break must occur 1–2 hours before the end of the shift.
  Notes:
  Use the Hours and Minutes arrows to set the minimum and maximum shift lengths.
  The system uses relative time, rather than absolute time. For example, 10:00 am.
To set an actual activity start time, do the following:
1. Clear the Start Time is Relative to Shift Start check box.
2. Under Start Time, enter the actual activity start time.
To set a flexible activity start time, do the following:
1. Select the Flexible Start Time check box.
2. Under Earliest Start, set the earliest time for this activity by typing in the box or using the Hours and Minutes arrows.
3. Under Latest Start, set the latest time for this activity can start by typing in the box or using the Hours and Minutes arrows.
4. Select the amount of time to increment the activity start time using the Hours and Minutes arrows.
If the activity counts toward paid time, set Counts as Paid Time to Yes.
If the activity counts as contiguous, or consecutive, work time, set Counts as Work Time to Yes.
Note: Contiguous time helps ensure that agents do not work too long without getting a break.
Under Description, optionally include any details or unique definition of the activity.
Click OK.

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