Genesys Cloud
Agents can define their own unavailable times for scheduling

In a future release, Genesys Cloud will allow agents to define the times they are unavailable to work, and Workforce Management (WFM) schedules will use this input as a hard constraint during schedule generation. This new capability aligns Genesys Cloud with region-specific scheduling requirements and introduces a more flexible, agent-friendly scheduling process across the platform.

Was ändert sich?

Today, agent schedules are generated based only on the flexibility provided in their assigned work plans and the forecasted workload. There is no mechanism for agents to directly specify when they are unavailable, nor is that kind of personal availability consistently considered during initial schedule generation. With this update:

• Agents will be able to input their unavailable times on a daily basis—including partial or full-day unavailability.
• Schedulers will see this input and the system will respect it as a hard constraint during schedule generation.
• Schedules will align with agent availability even if doing so requires minor trade-offs in service level targets.

Details ändern

This feature supports important regional labor practices, particularly in areas such as the Netherlands, Belgium, and Luxembourg, where workers’ councils or legal frameworks require that employees specify their working availability in advance, and that this data is honored during scheduling.

Benefits include:

• Better compliance with regional labor agreements and laws
• Increased transparency—agents can see and verify their submitted availability
• Reduced manual scheduling adjustments—less need for one-off changes and negotiation
• Improved work-life balance—agents gain input into their scheduling with visibility into acceptable shift windows
• Stronger scheduler support—admins can view agent constraints when planning or adjusting shifts

Wem hilft das?

• Agents – gain control over when they can and cannot work, improving personal scheduling
• Administrators and WFM schedulers – can generate legally compliant schedules with less overhead
• Organizations operating in regions with strong labor protections – ensure compliance with worker agreements and union guidelines

Beispielanwendungsfall

An agent in Belgium who takes public transportation can only work shifts between 9:00 and 18:00, even though their assigned work plan allows earlier start times. With this new feature, they can submit that they’re unavailable before 9:00. When WFM generates the schedule, it will avoid assigning shifts outside those hours, eliminating the need for manual corrections.