Scheduling & Work Plans

Genesys WFM Scheduling & Work Plans Documentation

Study Notes

Topic Description
Scheduling Methods 3 approaches: Load-based (forecast), Shift pattern, Blank schedule
Schedule Window 26-week visibility (±26 weeks from current), one master per BU
Generation Period Maximum 6 weeks at a time
Work Plan Defines shifts, breaks, meals, contracts, weekly constraints
Shift Items Breaks and meals with time windows and configuration
Schedule Bidding Agents bid on pre-created schedules
Master Schedule Published schedule available to all agents

Navigation

Admin → Workforce Management → Scheduling OR Menu → Workforce Management → Scheduling → Schedules

Scheduling Overview

Scheduling is the process of assigning agents to work times that balance forecasted demand, service level goals, agent preferences, contract obligations, and business constraints. WFM scheduling creates optimal schedules for multi-skilled agents handling different interaction types across multiple sites.

The scheduler considers each agent's individual skills, contracted working rules, and calendar items to identify when each agent can work and what work they will perform. Once finalized, schedules are published to the Master Schedule where agents view and potentially trade them.

Scheduling Objectives

Scheduling Scope

Three Scheduling Methods

WFM provides three primary scheduling methods, each suited to different scenarios:

Method 1: Load-Based Scheduling with Forecasts

Load-based scheduling uses the published Master Forecast to determine required staffing at each hour, then creates agent schedules to meet those requirements.

How Load-Based Scheduling Works:

Master Forecast Published
├─ Volume forecast (Offered)
├─ AHT forecast
└─ By planning group and hour

WFM Scheduler Receives Forecast
├─ Calculates required agents by hour
├─ Factors in service level goals
├─ Applies shrinkage rules
└─ Determines agent needs (staffing target)

Apply Constraints
├─ Agent skills and proficiency
├─ Contract working rules
├─ Availability and preferences
├─ Existing calendar items
├─ Team assignments

Generate Schedule
├─ Assign agents to shifts
├─ Balance workload across agents
├─ Optimize shift times
└─ Minimize over/under staffing

Optimize for Efficiency
├─ Minimize overtime
├─ Maximize full utilization
├─ Consider split shifts
├─ Adjust for specific requests

Output: Optimized schedule tied to demand

Load-Based Characteristics:

When to Use Load-Based:

Load-Based Limitations:

Load-Based Example:

Master Forecast for Support Planning Group:
Monday:  08:00-09:00: 50 calls, AHT 300s → Need 5 agents
         09:00-10:00: 75 calls, AHT 300s → Need 7 agents
         10:00-11:00: 100 calls, AHT 300s → Need 10 agents
         11:00-12:00: 95 calls, AHT 300s → Need 9 agents
         ... (continue for full day)

Schedule Generated:
- Agent1: 08:00-16:30 (8.5 hours, with 1 hour lunch)
- Agent2: 08:30-17:00 (8.5 hours, with 1 hour lunch)
- Agent3: 09:00-17:30 (8.5 hours, with 1 hour lunch)
- Agent4: 10:00-18:30 (8.5 hours, with 1 hour lunch)
- ...and so on

Result: 10 agents scheduled for peak period (10:00-11:00)
Efficiency: Minimal over/under staffing

Method 2: Shift Pattern-Based Scheduling (Without Forecasts)

Shift pattern-based scheduling creates schedules based on predefined shift patterns without using forecast data. Useful when forecasts are unavailable or when standard shifts are preferred.

How Shift Pattern Scheduling Works:

Define Shift Patterns (Work Plans)
├─ Pattern A: 09:00-17:30 (Monday-Friday)
├─ Pattern B: 10:00-18:30 (Tuesday-Saturday)
├─ Pattern C: Flex (varies by week)
└─ Pattern D: Part-time (13:00-17:00, Mon-Wed)

Determine Agent Allocation
├─ How many agents per pattern?
├─ How many full-time vs part-time?
├─ How many per location/team?
└─ How many per skill group?

Assign Agents to Patterns
├─ Match agent skills to patterns
├─ Consider preferences
├─ Balance across teams
└─ Respect availability

Generate Schedule
├─ Agents follow assigned patterns
├─ All agents same shift per week
├─ No forecast-based adjustments
└─ Predictable recurring schedule

Output: Consistent repeating schedule (no forecast needed)

Shift Pattern Characteristics:

When to Use Shift Pattern:

Shift Pattern Limitations:

Shift Pattern Example:

Staffing Plan: 30 agents

Shift Pattern Distribution:
├─ Pattern A: 09:00-17:30, Mon-Fri (12 agents)
├─ Pattern B: 10:00-18:30, Tue-Sat (10 agents)
├─ Pattern C: 12:00-20:00, Wed-Sun (8 agents)
└─ Total: 30 agents, consistent coverage all day

Schedule Result:
├─ Agents A1-A12: Always 09:00-17:30
├─ Agents B1-B10: Always 10:00-18:30
├─ Agents C1-C8: Always 12:00-20:00
└─ Same schedule every week (no variation)

Method 3: Blank Schedule Creation

Blank schedules create agent slots with no agent names assigned, useful for:

Blank Schedule Methods:

3A. Profile-Based Scheduling:

Create Profiles (Agent Templates):
├─ Profile: Full-Time Support (40 hrs/week)
│  └─ Skills: Support_Level_2, Account_Mgmt
├─ Profile: Part-Time Support (20 hrs/week)
│  └─ Skills: Support_Level_1
├─ Profile: New Hire Flex (Variable)
│  └─ Skills: None yet (training)
└─ Profile: Sales Support (32 hrs/week)
    └─ Skills: Sales, Support_Level_1

Generate Blank Schedule Using Profiles:
├─ 20 Full-Time profiles (800 hours)
├─ 15 Part-Time profiles (300 hours)
├─ 5 New Hire profiles (160 hours)
└─ 10 Sales Support profiles (320 hours)

Result: 50 blank shifts, ready for agent assignment
Use: Plan hiring, test new patterns, create bidding pools

3B. Schedule Bidding:

Create Blank Schedule
├─ 30 distinct shifts (no agent names)
├─ All with required skills
└─ Covering all time periods

Open for Agent Bidding
├─ Agents view 30 available shifts
├─ Rank preferences: 1 (most wanted) to 30
├─ Submit bids by deadline
└─ Supervisors review bids

WFM Automated Assignment
├─ Algorithm considers:
│  ├─ Agent preferences (bid ranking)
│  ├─ Seniority (longer tenure weighted higher)
│  ├─ Skill match
│  └─ Coverage requirements
└─ Output: Assigned schedule

Result: Fair assignment matching agent preferences
Benefit: High satisfaction, voluntary participation

Blank Schedule Characteristics:

When to Use Blank Schedule:

Work Plans

Work Plans define how agents work: shifts, breaks, meals, contracts, weekly constraints, and labor compliance rules.

Work Plan Components:

Work Plan: Standard Full-Time Support

1. Shift Definition
   ├─ Start Time: 08:00
   ├─ End Time: 16:30
   ├─ Duration: 8 hours 30 minutes
   ├─ Paid Hours: 8 hours (lunch unpaid)
   └─ Days Available: Monday-Friday

2. Breaks
   ├─ Break 1:
   │  ├─ Name: Morning Break
   │  ├─ Duration: 15 minutes
   │  ├─ Timing: 10:00-12:00 window
   │  └─ Paid: Yes
   ├─ Break 2:
   │  ├─ Name: Afternoon Break
   │  ├─ Duration: 15 minutes
   │  ├─ Timing: 14:00-15:30 window
   │  └─ Paid: Yes
   └─ Total Break: 30 minutes paid

3. Meals
   ├─ Meal: Lunch
   │  ├─ Duration: 1 hour
   │  ├─ Timing: 12:00-13:00 window
   │  ├─ Paid: No
   │  └─ Required: Yes

4. Work Rules (Contract)
   ├─ Min Hours/Week: 40
   ├─ Max Hours/Week: 40
   ├─ Max Consecutive Days: 5
   ├─ Min Hours/Day: 8
   ├─ Max Hours/Day: 9 (includes breaks/meal)
   ├─ Days Off Required: 2 consecutive
   └─ Overtime Rules: After 40 hrs/week

5. Weekly Constraints
   ├─ Min Full Days/Week: 5
   ├─ Max Split Days/Week: 1
   ├─ Min Days Off/Week: 2
   └─ Weekend Rule: Flexible

6. Planning Periods
   ├─ Planning Period: 1 week
   ├─ Minimum Periods: 4 weeks
   └─ Maximum Periods: 26 weeks

7. Additional Rules
   ├─ Lunch Hour Timing: 11:00-13:30 window
   ├─ Break Timing: 09:00-16:00 available
   ├─ Shift Flexibility: ±30 min start/end
   └─ Blending Allowed: Multiple activities/day

Work Plan Best Practices:

Creating a Work Plan:

  1. Navigate to Admin → Workforce Management → Work Plans
  2. Click Create Work Plan
  3. Define:
    • Shift patterns (start, end, duration)
    • Break configuration (when, how long, paid/unpaid)
    • Meal configuration (when, how long, paid/unpaid)
    • Work rules (min/max hours, consecutive days)
    • Weekly constraints (full days, split days, days off)
    • Planning period structure
  4. Save and activate

Work Plan Scenarios:

Example 1: Full-Time Permanent
├─ 08:00-16:30, Mon-Fri
├─ 30 min paid breaks
├─ 1 hour unpaid lunch
├─ 40 hours/week guaranteed
└─ Use: Core permanent staff

Example 2: Part-Time Flexible
├─ Variable 4-8 hours/day
├─ 15 min break per 4 hours
├─ 30 min lunch if >6 hours
├─ 20 hours/week average
└─ Use: Supplemental staff

Example 3: Shift Work (24/7 Coverage)
├─ Shift A: 07:00-15:00 (8 hours)
├─ Shift B: 15:00-23:00 (8 hours)
├─ Shift C: 23:00-07:00 (8 hours)
├─ Rotation: 3-day on, 4-day off
└─ Use: 24/7 contact centers

Example 4: Flex Hours
├─ Core hours: 10:00-15:00 (required)
├─ Flex hours: 08:00-10:00 or 15:00-18:00
├─ Total: 40 hours/week
├─ Breaktime: Flexible
└─ Use: Modern flexible work

Schedule Management

Creating a Schedule

Step 1: Schedule Setup

  1. Navigate to Admin → Workforce Management → Schedules
  2. Click Create Schedule
  3. Configure:
    • Name - Descriptive identifier (e.g., "Q2_2026_Week1-6")
    • Period Start - First day to schedule
    • Period End - Last day to schedule
    • Duration - Maximum 6 weeks
    • Business Unit - Select parent BU
    • Planning Groups - Include relevant groups
  4. Click Next

Step 2: Forecast Selection (Load-Based Only)

  1. Select Master Forecast or scenario
  2. Click Next

Step 3: Scheduling Method

  1. Select method:
    • Load-Based (with forecast)
    • Shift Pattern (without forecast)
    • Blank Schedule
  2. Configure method-specific options
  3. Click Next

Step 4: Constraints

  1. Verify agent assignments
  2. Confirm work plans
  3. Set parameters:
    • Allow overtime? Yes/No
    • Allow split shifts? Yes/No
    • Allow part-time? Yes/No
  4. Click Next

Step 5: Generate

  1. Click Generate Schedule
  2. WFM processes agents and shifts
  3. Creates optimized schedule
  4. Displays results

Step 6: Review & Adjust

  1. Review coverage by hour
  2. Check staffing levels:
    • ✓ Service level achievable
    • ✓ No excessive overtime
    • ✓ Agent preferences honored
    • ✓ No contract violations
  3. Make manual adjustments if needed
  4. Compare coverage to forecast

Step 7: Publish

  1. Click Publish to Master Schedule
  2. Confirm publication
  3. Schedule immediately available to agents
  4. Becomes official working schedule

Publishing Process

Schedule Generated
        ↓
Status: Draft (not yet published)
├─ Visible only to admins/supervisors
├─ Can be edited
├─ Can be deleted
└─ Agents cannot see

Manual Review Period
├─ Check coverage
├─ Verify service level
├─ Review agent satisfaction
└─ Make final adjustments

Click: Publish to Master Schedule
        ↓
Status: Published (now official)
├─ Visible to all agents
├─ Agents can request time-off
├─ Agents can trade shifts
├─ Enforced for adherence

Benefits:
├─ Only one master schedule per BU
├─ All agents see same official schedule
├─ Clear baseline for adherence
├─ Foundation for real-time monitoring

One Master Schedule Per Business Unit

Important Constraint:

Implication:

Scenario: Multi-week scheduling

Option A: Publish all at once
├─ Create 26-week schedule (6 weeks per period)
├─ Generate schedule periods 1-6 (weeks 1-6)
├─ Publish to master
├─ Weeks 1-6 active immediately
├─ During week 1: Generate periods 2-7 (weeks 7-12)
├─ At end of week 6: Publish next 26 weeks
└─ Result: Continuous 26-week visibility

Option B: Publish as needed
├─ Create schedule for weeks 1-6 only
├─ Publish to master
├─ During week 3: Create schedule for weeks 7-12
├─ At end of week 6: Publish weeks 7-12
├─ Result: Constant re-planning cycle

Schedule Window & Visibility

26-Week Window

The Schedules list displays a maximum of:

26-Week Window Example:

Today: March 10, 2026 (Week 11 of year)

Visible Window:
├─ Start: September 1, 2025 (Week 36-11 = Week 25 back)
│  └─ Actually visible: ~26 weeks back from now
├─ Current: March 10, 2026 (Week 11)
└─ End: September 1, 2026 (Week 36)
   └─ 26 weeks forward from now

Outside Visible Window:
├─ Before: August 2025 and earlier
│  └─ Available via search feature
├─ After: September 2026 and later
   └─ Available via search feature

Search Capability

The search feature extends beyond the 26-week window:

Scheduling Constraints

WFM applies multiple constraints during scheduling:

Agent-Level Constraints:

Contract-Level Constraints:

Team/Site-Level Constraints:

Business-Level Constraints:

Schedule Metrics

Coverage Analysis

Staffing Report:

Hour        Forecast    Scheduled   Variance    Coverage
────────────────────────────────────────────────────────
08:00-09:00    6 agents    6 agents   0 (0%)    ✓ 100%
09:00-10:00    8 agents    8 agents   0 (0%)    ✓ 100%
10:00-11:00   12 agents   11 agents  -1 (-8%)   ⚠ 92%
11:00-12:00   11 agents   11 agents   0 (0%)    ✓ 100%
12:00-13:00    9 agents    9 agents   0 (0%)    ✓ 100%
13:00-14:00   10 agents   10 agents   0 (0%)    ✓ 100%
14:00-15:00   10 agents   11 agents  +1 (+10%)  ✓ 110%
15:00-16:00    8 agents    8 agents   0 (0%)    ✓ 100%
16:00-17:00    6 agents    6 agents   0 (0%)    ✓ 100%
────────────────────────────────────────────────────────
Daily Total   80 agents   80 agents   0 (0%)    ✓ 100%

Analysis:
✓ Good overall coverage (100%)
⚠ Slight under-staffing at peak (10:00-11:00)
✓ Minimal over-staffing (hour 14:00)
✓ Efficient balance achieved

Efficiency Metrics

Schedule Efficiency Report:

Metric                          Value    Target   Status
────────────────────────────────────────────────────────
Total Scheduled Hours          4,000    4,020    96%
Required Staffing Hours        3,800    3,800   100%
Over-Staffing Hours              200      200    On-target
Overtime Hours (>40/week)        120      100     ⚠ High
Average Hours/Agent            40.0      40.0    ✓ On-target
Agents with Overtime            3/50       0      ⚠ 6%
Average Shift Length           8.5h      8.5h    ✓ On-target
Part-Time Usage                12/50     12/50   ✓ On-target
Multi-Activity Assignments    35/50     30/50   ✓ Good blend
Cost per Hour               $45.50    $45.00    ⚠ 1% over

Overall Efficiency: 94% (Good)

Real-World Examples

Example 1: 100-Agent Contact Center

Scenario: Mid-size support center, 100 agents

Master Forecast Published:
├─ Weekly volume: 15,000 calls
├─ Average AHT: 300 seconds
├─ Service level goal: 80% in 20 seconds
├─ Staffing required: ~95 agents

Work Plans:
├─ Full-time: 40 hrs/week (70 agents)
├─ Part-time: 20 hrs/week (20 agents)
├─ Flex: 10-30 hrs/week (10 agents)
└─ Total: 100 agents

Schedule Generated:
├─ Create 6-week schedule (weeks 1-6)
├─ Use load-based method with Master Forecast
├─ Generate optimized shifts
├─ Coverage verified:
│  ├─ Monday-Friday peak: 12-13 agents/hour
│  ├─ Monday-Friday valley: 5-6 agents/hour
│  ├─ Weekend: 3-4 agents (limited hours)
│  └─ Night: Minimal coverage (auto-handled)
├─ Overtime: 5% of agents (acceptable)
└─ Agent satisfaction: High (preferences honored)

Publish to Master Schedule
├─ Week 1 effective immediately
├─ Agents view on portal
├─ Time-off requests begin
└─ Adherence tracking starts

Management:
├─ Monitor actual vs forecast
├─ Handle shift trades
├─ Approve time-off requests
└─ Real-time adjustments as needed

Example 2: Growing Business (Scaling Up)

Scenario: Adding new team (20 agents) for new product

Situation:
├─ Current: 100 agents fully scheduled
├─ Adding: 20 new agents (onboarding week 3)
├─ Challenge: How to integrate new team?

Solution:

Phase 1 (Weeks 1-2): Current schedule
├─ Use existing 100-agent schedule
├─ All forecasts/schedules unchanged
└─ New team not yet integrated

Phase 2 (Week 3+): Reschedule with new team
├─ Week 2: Create new Master Forecast
│  ├─ Include new product volume
│  ├─ Adjust planning groups
│  └─ Recalculate staffing needs (now 115 agents)
├─ Week 2: Generate new schedule (weeks 3-8)
│  ├─ Include all 120 agents (100 existing + 20 new)
│  ├─ Use load-based method
│  ├─ Distribute new volume across team
│  └─ Assign new agents training hours
├─ Week 3: Publish new Master Schedule
│  ├─ Replaces previous master
│  ├─ All 120 agents see new schedule
│  ├─ Service level improved (more agents)
│  └─ Coverage now matches expanded demand

Result:
├─ Smooth integration of new team
├─ Service level maintained/improved
├─ Existing agents' schedules adjusted fairly
└─ New agents fully utilized from start

Example 3: Holiday Season Planning

Scenario: Retail support (holiday surge)

Situation:
├─ Normal staffing: 80 agents
├─ Holiday season: Expected 150% volume
├─ Duration: November 20 - January 5
├─ Challenge: Massive temporary spike

Solution:

1. Forecast Planning (October)
   ├─ Marketing provides volume projections
   ├─ Create ABM forecast with holiday data
   ├─ Result: 15,000→22,500 daily calls (50% increase)
   ├─ Staffing needed: 80 agents → 120 agents

2. Hiring & Training (October)
   ├─ Hire 40 temporary agents
   ├─ 2-week training period
   ├─ Ramp to full productivity by week 3
   └─ Flexible contracts (seasonal)

3. Work Plan Updates (October)
   ├─ Expand existing work plans
   ├─ Create temporary shift patterns
   ├─ 10:00-18:00 shifts (high volume hours)
   ├─ Weekend staffing added
   └─ Overtime authorized for existing staff

4. Schedule Generation (October, weekly)
   ├─ Week 1 (Oct 30): 80 agents + 20 new trained
   ├─ Week 2 (Nov 6): 80 agents + 40 new trained
   ├─ Weeks 3-10 (Nov 13-Jan 5): Full 120 agents
   └─ Week 11 (Jan 12): Ramp down to 80 agents

5. Real-Time Adjustments
   ├─ Week 1: Volume 15,200 calls (↓5% vs forecast)
   ├─ Week 2: Volume 23,100 calls (↑3% vs forecast)
   ├─ Week 3: Add 10 more agents (unplanned)
   ├─ Weeks 4-10: Adjust as actual trends emerge
   └─ Week 11: Begin releasing temporary agents

6. Results
   ├─ Service level: 82% (goal 80%) ✓
   ├─ ASA: 18 seconds (goal 20s) ✓
   ├─ Abandon: 4% (goal 5%) ✓
   ├─ Temp agent cost: $180,000
   ├─ Revenue increase: $500,000
   └─ ROI: 278% (strong business case)

Best Practices

Schedule Creation

Optimization

Communication

Interview Cheat Sheet

Question Answer
3 scheduling methods? Load-based (forecast), Shift pattern, Blank schedule
Load-based when? Have accurate forecast, want demand-driven
Shift pattern when? No forecast, want simple repeating schedule
Blank schedule when? Planning hiring, testing patterns, bidding
How long schedule? Max 6 weeks per generation
Schedule window? 26 weeks prior, 26 weeks forward
Master schedules per BU? One active at a time
What's work plan? Defines shifts, breaks, meals, contracts
Shift items? Breaks and meals with time windows
Scheduling constraints? Skills, contracts, availability, service level
How verify coverage? Compare scheduled agents to forecast
When publish? After review, when ready for agents
Agent trades? Allowed if approved, don't violate schedule
Schedule bidding? Agents rank preference, auto-assigned
Reschedule how often? Weekly or as needed for changes

Key Takeaways

Additional Resources

Official Documentation

Support & Training

Document Version Info

Last Updated: March 2026
Source: Genesys WFM Official Documentation
Validated: Current with January-March 2026 releases
Version: 1.0

Revision #2
Created 13 March 2026 19:32:42 by Cesar Gzz
Updated 14 March 2026 19:35:03 by Cesar Gzz