Series: Perform an intraday reschedule

Prerequisites
  • Workforce Management > Schedule > Edit permission

You can perform an automated intraday rescheduling operation to incorporate manual changes made to the short-term forecast associated with the schedule. This option reoptimizes the shift start and length times, and the activity start times.

Notes:
  • For an intraday reschedule, Genesys Cloud attempts to use the work plan that exists when you initially generate a schedule and honor any changes to that work plan. If the agent’s current work plan is a different work plan than the one in place when you first create the schedule, then Genesys Cloud does not use it.
  • Save any manual schedule modifications before you run a reschedule operation.
  • You can only have one active reschedule per management unit. If a reschedule task exists, you must cancel it before you start a new one.
  • An active reschedule that remains in Ready to be applied state prevents any additional reschedule attempts. Apply or cancel the active reschedule before creating a new one.

  1. Click Admin.
  2. Under Workforce Management, click Schedules.
  3. In the upper right corner, click the Business Unit list and select the appropriate business unit.
  4. Search for the appropriate schedule and select it from the list. The schedule editor opens.
  5. Click Reschedule. The Reschedule Wizard opens.
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