Manage a work plan rotation

AI-generated summary

Genesys Cloud enables administrators to comprehensively manage work plan rotations through its Workforce Management system via the Admin interface. The platform provides granular control over rotation configuration, including the ability to edit, copy, and delete rotations while managing work plan and agent assignments. Through the Work Plans tab, users can modify rotation names, adjust start and end dates, and configure work plan assignments using individual selections or bulk operations such as "Add All" and "Remove All" functions. The Agents tab facilitates agent assignment to rotations by allowing administrators to add individual or multiple agents, set assignment date ranges through calendar selection, and designate specific starting work plans for each agent. The system supports flexible bulk operations across multiple management functions. Users can edit multiple agents sequentially, delete single agents through a More menu option, or remove multiple selected agents simultaneously with confirmation. Work plan rotations can be duplicated within the same management unit, with copied rotations available for renaming and modification of associated parameters including dates, work plans, and agent assignments before saving. Rotation deletion follows similar patterns, enabling removal of individual rotations through a More menu or bulk deletion of multiple selected rotations with confirmation. Access to all work plan rotation management functions requires the "Workforce Management > Work Plan Rotation – Add, Edit, Delete" permission and is located under Workforce Management > Work Plan Rotations in the Admin interface. The interface supports both direct search and selection of specific work plans or agents, as well as simultaneous application of changes to all available items. Related documentation includes workforce management , agent-specific features, work plan configurations, rotation enablement, preview functionality, and work plan addition procedures

PrerequisitesClick to expand

You can edit, copy, or delete work plan rotations, and you can edit work plan and agent assignment settings.

Edit work plans in a rotationClick to expand

Note: This task assumes you have already . For information about the number of rotations that are currently supported, see .

Click Admin.
Under Workforce Management, click Work Plan Rotations.
Click Menu > Workforce Management > Work Plan Configuration > Work Plan Rotations.
Click the work plan rotation that you want to review.
Change the work plan rotation name and the start and end dates.
To edit the work plans, do the following:
1. Click the Work Plans tab.
2. Click Edit. The Edit Work Plans dialog box opens.
3. In the Selected column, do one of the following:
  - To remove specific work plans from the rotation, click X next to the work plan or plans to delete.
  - To remove all work plans from the rotation, click Remove All.
4. In the Available column, do one of the following:
  - To add specific work plans, search for and select each work plan to include in the rotation.
  - To add all available work plans to the rotation, click Add All.
Click OK.

Edit or delete agent assignments in a rotationClick to expand

Click the Agents tab.
To add agents to the rotation, do the following:
1. Click Add. The Add Agents dialog box opens.
2. To add specific agents to the work plan rotation, select each agent to include in the rotation.
3. To add all available agents, click All.
4. Under Start Date, click Calendar.
5. Select the agent start date.
6. If you want to end the date on a specific day, enable the End Date check box and then click Calendar to select the end date.
7. Under Starting Work Plan, choose the starting work plan to apply to the agent assignment.
8. Click Add.
To edit an existing agent assignment, do the following:
1. Click the agent that you want to edit.
2. Under Start Date, click Calendar.
3. Select the agent start date.
4. If you want to end the date on a specific day, enable the End Date check box and then click Calendar to select the end date.
5. Under Starting Work Plan, choose the starting work plan to apply to the agent assignment.
6. Repeat step 3 for each additional agent that you want to edit.
To delete a single agent, do the following:
1. Next to the agent click More .
2. From the menu that appears, click Delete.
To delete multiple agents, do the following:
1. Select the agents to remove.
2. Click Remove all selected.
Click Yes.

Copy a work plan rotationClick to expand

Notes: You cannot copy work plan rotations from one management unit to another.

Click Admin.
Under Workforce Management, click Work Plan Rotations.
Click Menu > Workforce Management > Work Plan Configuration > Work Plan Rotations.
Click the work plan rotation that you want to copy.
Click Copy.
In the Work Plan Rotation Name box, rename the copied work plan rotation.
Make any additional changes to the work plan rotation, including start and end dates, work plans and agent assignments.
Click Save.

Delete a work plan rotationClick to expand

Click Admin.
Under Workforce Management, click Work Plan Rotations.
Click Menu > Workforce Management > Work Plan Configuration > Work Plan Rotations.
To delete a single work plan rotation, do the following:
1. Next to the work plan rotation, click More .
2. From the menu that appears, click Delete.
To delete multiple work plan rotations, do the following:
1. Select the work plan rotations to remove.
2. Click Delete all selected.
Click Yes.

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