Genesys Cloud
Workforce management user rules for dynamic user groupings

In a future release, Genesys Cloud will introduce workforce management User Rules, a centralized and flexible rule builder that allows administrators and supervisors to create dynamic groupings of users based on configurable inclusion and exclusion criteria such as business unit, management unit, language, location, work team, and reporting line. This new capability eliminates the need for repeated work by enabling users to define rules once and reuse them across multiple modules.

Workforce management changes

Today, grouping users for tasks like training assignments or activity plans requires rebuilding filtering logic in each feature. There is no centralized way to define and manage sets of users using shared organizational attributes. With these changes:

• Administrators and supervisors can create reusable rule sets using inclusion and exclusion logic across attributes such as business unit, management unit, work team, language, location, and reporting line.
• These rule sets can be applied across different modules—starting with Learning, where they replace static auto-assignment rules.
• Future support expands to other areas, such as Workforce Management Activity Plans.

Change benefits

This foundational feature increases flexibility and reduces redundancy when managing groups of users in Genesys Cloud.

• Saves time – define user rules once and reuse them wherever targeting is needed
• Improves accuracy – ensures consistent application of criteria across modules
• Supports complexity – handles advanced user targeting with multiple layers of logic
• Centralizes control – replaces fragmented filtering approaches with a shared system
• Scales with your organization – rule logic can reflect real-world team structures and adapt as they evolve

Use case example

A supervisor must assign a new training module to agents based in the UK and Ireland who speak English or Spanish, report to a specific manager, and are not in a contract-based work team. With User Rules, the supervisor can define this logic once and apply it across future assignments—without having to recreate the filter conditions every time.

Change management

• Automatic migration – existing Learning rules migrate to User Rules with no action required
• Optional adoption – customers can continue using the existing rule interface if preferred
• No deprecation – the current experience remains available, with no plans to remove it at this stage