Manage work plan assignments
AI-generated summary
Genesys Cloud's Work Plan Assignments feature provides a comprehensive interface for managing employee schedules and work plan allocations within the Admin portal under Workforce Management > Work Plan Assignments. The system requires specific licensing (CX 1-4 WEM Add-on or Cloud EX) and permissions including Workforce Management viewing rights for work plans, business units, management units, and agents, plus Groups viewing rights for work teams.
The platform enables users to view detailed agent work plan assignment information including effective work plans, assigned work teams, and override details. Key capabilities include modifying work plan assignments for individual or multiple agents simultaneously, with options to set plans as default or create temporary schedule changes with specific start and end dates. Users can select business or management units from the upper right interface and manage assignments through a dedicated dialog box where they specify the new work plan and implementation timing.
Work plan changes support both immediate implementation and future-dated scheduling. When designating a work plan as default, users can configure whether the assignment begins immediately or from a specified date, creating open-ended assignments. The system displays a weekly view for confirming modifications, and work plan deletions require explicit confirmation through a dialog box. All modifications are tracked with override details visible in the agent list view, while default work plan and rotation assignments remain accessible through individual user or agent tabs on respective configuration pages.
For temporary work plan changes, administrators can select start and end dates for single agents or choose immediate or future implementation for multiple agents, with a weekly preview displayed during the modification process. Changes are confirmed through a Confirm button, after which updated assignments appear on the Work Plan Assignments page. The system also supports work plan deletion by selecting an agent, choosing the specific work plan, clicking Delete, and confirming the removal in the Delete Assignment dialog box.
- Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud EX license
- Workforce Management > Work Plan – View permissions
- Workforce Management > Business Unit – View permissions
- Workforce Management > Management Unit – View permissions
- Workforce Management > Agent – View permissions
- Groups > Work Team – View permissions
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.
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.
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.
- To change the work plan of a single agent, perform these steps:
- 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.
- 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.
- To create a temporary work plan change for a single agent, perform these steps:
- In the From field, select the date to indicate the start date of the work plan.
- In the To field, select the date to indicate the end date of the work plan.
- To change the work plan of multiple agents, perform these steps:
- In the From field, select whether to start the work plan immediately or from a particular day.
- To change the work plan of a single agent, perform these steps:
- 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.
To delete a work plan, perform the following steps:
- Navigate to the Work Plan Assignments page.
- Click the agent whose work plan you want to delete.
- In the Agent Work Plan Assignments page, select the work plan.
- Click Delete. The Delete Assignment dialog box is displayed.
- Click Yes, Delete Assignment to confirm deletion.
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