Genesys Cloud
Workforce management block scheduling for intra-day work assignments

In a future release, Genesys Cloud will introduce block scheduling, allowing workforce management (WFM) teams to schedule agents for specific types of work at designated times throughout the day. This feature brings new precision to shift planning by enabling the assignment of planning group-based work blocks directly into agent schedules. This new level of scheduling detail enables WFM teams to align service needs with agent work patterns more effectively, offering greater control over assigning agents to either blend multiple worktypes or focus on a specific one.

Why this matters?

Previously, agent shifts could only designate time as on-queue, meaning agents could handle work from any of their assigned planning groups without specifying the type of work. Block scheduling enables administrators to associate non-default on-queue activity codes with specific planning groups. Schedulers can then use these activity codes in both manual scheduling and automated schedule generation to ensure that agents handle the right type of work at the right time.

Qu'est-ce qui change ?

• Planning group assignment—Activity codes can now be linked to a specific planning group, not just left open to any work.
• Manual block scheduling—Schedulers can manually insert these time-specific work blocks into agent shifts to assign dedicated periods to particular types of work.
• Work plan integration—Work plan configurations now support these enhanced activity codes, enabling the schedule generation engine to optimize for intra-day worktypes.
• Enhanced metrics—Key forecast and performance metrics (for example, service level, average speed of answer, and occupancy), reflect the effects of scheduled work blocks.

Benefits

• Improved alignment to demand—Ensures that agents are scheduled to meet service targets for specific queues or channels throughout the day.
• More granular control—Empowers WFM administrators to define and optimize worktypes by time of day, improving forecast accuracy and staffing efficiency.
• Reduced manual effort—Allows automated schedule generation to place intra-day work assignments, reducing reliance on purely manual edits.
• Align work schedules with human handling characteristics—such as written versus verbal tasks, voice versus messaging, or work items versus other inbound interactions to reduce cognitive overload caused by frequent context switching.