Series: Add a work plan

When you create and validate a work plan, Genesys Cloud checks it for any issues. Resolve any errors before you save a work plan. You can save a work plan that has error, warning, informational, or ignored messages. For more information, see View schedule generation messages.

Notes:
  • If you do not correct any validation conflicts before you save, then in the work plan list view and in schedule generation, the system labels the work plan as invalid.
  • You cannot use a work plan that is saved with validation errors to generate a schedule. When you attempt to do so, a dialog box will display about the invalid work plans at the bottom of the Generate Schedule dialog box. 
  • If you choose not to validate the work plan and just save it, the system runs the validation process and presents you with any conflicts that you need to address before it saves the work plan.
  • If you recently added an agent to a queue, you may be unable to create a valid work plan that uses the agent or queue for up to four hours.

Validate and save the work plan

  1. In the upper right corner of the work plan page, click Validate .
  2. Optionally copy information to the Clipboard for review.
  3. Resolve any work plan errors.
  4. Click OK.

Example scenarios

This section includes examples of work plan validation conflicts and how to resolve the issues.

Error Message

This work plan cannot produce any valid schedules due to conflicts in the following set of constraints. Please adjust one or more and revalidate.

  • Make the shift latest start time minutes from midnight later than 8:00
  • Increase shift start variance maximum variance to greater than 1:00
  • Make the shift earliest start time minutes from midnight earlier than 10:00

Example configuration

Click the image to enlarge.

 

Potential mitigation options

To resolve the warning, implement one, or any combination of, the following options:

  1. Make the weekday shift’s latest possible start to a later time:
    • 9:00 a.m. Possible shifts:
      • Weekdays start at 9:00 a.m., weekends start at 10:00 a.m.
    • 10:00 a.m.. Possible shifts:
      • Weekdays start at 9:00 a.m., weekends start at 10:00 a.m.
      • Weekdays start at 10:00 a.m., weekends start between 10:00 a.m. and 11:00 a.m.
    • 11:00 a.m. Possible shifts:
      • Weekdays start at 9:00 a.m., weekends start at 10:00 a.m.
      • Weekdays start at 10:00 a.m., weekends start between 10:00 a.m. and 11:00 a.m.
      • Weekdays start at 11:00 a.m., weekends start between 10:00 a.m. and 11:00 a.m.
      • Weekdays start at 11:00 a.m., weekends start between 11:00 a.m. and 12:00 p.m.
    • 12:00 p.m. Possible shifts:
      • Weekdays start at 9:00 a.m., weekends start at 10:00 a.m.
      • Weekdays start at 10:00 a.m., weekends start between 10:00 a.m. and 11:00 a.m.
      • Weekdays start at 11:00 a.m., weekends start between 10:00 a.m. and 11:00 a.m.
      • Weekdays start at 11:00 a.m., weekends start between 11:00 a.m. and 12:00 a.m.
      • Weekdays start at 12:00 a.m., weekends start between 11:00 a.m. and 12:00 p.m.
    • 1:00 p.m. or later. Possible shifts:
      • Weekdays start at 9:00 a.m., weekends start at 10:00 a.m.
      • Weekdays start at 10:00 a.m., weekends start between 10:00 a.m. and 11:00 a.m.
      • Weekdays start at 11:00 a.m., weekends start between 10:00 a.m. and 11:00 a.m.
      • Weekdays start at 11:00 a.m., weekends start between 11:00 a.m. and 12:00 a.m.
      • Weekdays start at 12:00 a.m., weekends start between 11:00 a.m. and 12:00 p.m.
      • Weekdays start at 1:00 p.m., weekends start at 12:00 p.m.
  2. Make the weekend shift’s earliest possible start earlier.
    • 9:00 a.m. Possible shifts:
      • Weekdays start at 8:00 a.m., weekends start at 9:00 a.m.
    • 8:00 a.m. Possible shifts:
      • Weekdays start at 8 am, Weekends start at 9:00 a.m.
      • Weekdays start between 7:00 a.m. and 8:00 a.m., weekends start at 8:00 a.m.
    • 700 a.m. Possible shifts:
      • Weekdays start at 8 am, Weekends start at 9 am.
      • Weekdays start between 7:00 a.m. and 8:00 a.m., Weekends start at 8:00 a.m.
      • Weekdays start between 7:00 a.m. and 8:00 a.m., Weekends start at 7:00 a.m.
      • Weekdays start between 6:00 a.m. and 7:00 a.m., Weekends start at 7:00 a.m.
    • 6:00 a.m. Possible shifts:
      • Weekdays start at 8 am, Weekends start at 9:00 a.m.
      • Weekdays start between 7:00 a.m. and 8:00 a.m., weekends start at 8:00 a.m.
      • Weekdays start between 7:00 a.m. and 8:00 a.m., weekends start at 7:00 a.m.
      • Weekdays start between 6:00 a.m. and 7:00 a.m., weekends start at 7:00 a.m.
      • Weekdays start between 6:00 a.m. and 7:00 a.m., weekends start at 6:00 a.m.
    • 5:00 a.m. or earlier. Possible shifts:
      • Weekdays start at 8:00 a.m., weekends start at 9:00 a.m.
      • Weekdays start between 7:00 a.m. and 8:00 a.m., weekends start at 8:00 a.m.
      • Weekdays start between 7:00 a.m. and 8:00 a.m., weekends start at 7:00 a.m.
      • Weekdays start between 6:00 a.m. and 7:00 a.m., weekends start at 7:00 a.m.
      • Weekdays start between 6:00 a.m. and 7:00 a.m., weekends start at 6:00 a.m.
      • Weekdays start at 6:00 a.m., weekends start at 5:00 a.m.
  3. Increase shift start maximum variance.
    • 2:00. Possible shifts:
      • Weekdays start at 8:00 a.m., weekends start at 10:00 a.m.
    • 3:00. Possible shifts:
      • Weekdays start at 7:00 a.m., weekends start at 10:00 a.m.
      • Weekdays start at 8:00 a.m., weekends start between 10:00 a.m. and 11:00 a.m.
    • 4:00. Possible shifts:
      • Weekdays start at 6:00 a.m., weekends start at 10:00 a.m.
      • Weekdays start at 7:00 a.m., weekends start between 10:00 a.m. and 11:00 a.m.
      • Weekdays start at 8:00 a.m., weekends start between 10:00 a.m and 12:00 p.m
    • 5:00. Possible shifts:
      • Weekdays start at 6:00 a.m., weekends start between 10:00 a.m and 11:00 a.m.
      • Weekdays start between 7:00 a.m- 8:00 a.m., weekends start between 10:00 a.m. and 12:00 p.m.
    • 6:00 or greater. Possible shifts:
      • Weekdays start between 6:00 a.m- 8:00 a.m., weekends start between 10:00 a.m- 12:00 p.m.

Error message

This work plan cannot produce any valid schedules due to conflicts in the following set of constraints. Please adjust one or more and revalidate.

  • Increase shift maximum paid time to greater than 6:00
  • Increase maximum scheduled days per week to greater than 3
  • Decrease minimum weekly paid time to less than 24:00

Example configuration

Potential mitigation options

To resolve the warning, implement one, or any combination of, the following options:

  1. Increase shift maximum paid time to 8 hours or more. 3 days * 8 hours per day = 24 minimum paid hours. 
  2. Increase maximum scheduled days per week to 4 days or more. 4 days * 6 hours per day = 24 minimum paid hours.
  3. Decrease minimum weekly paid time to 18 hours or less. 3 days * 6 hours per day = 18 minimum paid hours.

Error Message

This work plan cannot produce any valid schedules due to conflicts in the following set of constraints. Please adjust one or more and revalidate.

  • Make activity earliest start time minutes from shift start earlier than +3:00
  • Decrease shift minimum contiguous time to less than 2:00
  • Make activity latest start time minutes from shift start later than +5:00

Example configuration

Potential mitigation options

To resolve the warning, implement one, or any combination of, the following options:

  1. Make the first break earliest start time minutes from shift start an earlier time.
    • +2:30 (11:30 a.m.). Possible shifts:
      • Break 1 ends at 12:00 p.m. Break 2 starts at 2:00 p.m.
    • +2:00 (11:00 a.m.). Possible shifts:
      • Break 1 ends at 11:30 a.m. Break 2 starts between 1:30 p.m. and 2:00 p.m.
      • Break 1 ends at 12:00 p.m. Break 2 starts at 2:00 p.m.
    • +1:30 (10:30 a.m.) or earlier. Possible shifts:
      • Break 1 ends by 11:00 a.m. Break 2 starts between 1:00 p.m. and 2:00 p.m.
      • Break 1 ends at 11:30 a.m. Break 2 starts between 1:30 p.m. and 2:00 p.m.
      • Break 1 ends at 12:00 p.m. Break 2 starts at 2:00 p.m.
  2. Decrease the shift minimum contiguous time:
    • 1:30. Possible shifts:
      • Break 1 ends at 12:30 p.m. Break 2 starts at 2:00 p.m.
    • 1:00. Possible shifts:
      • Break 1 ends by 12:30 p.m.. Break 2 starts between 1:30 p.m. and 2:00 p.m.
      • Break 1 ends at 1:00 p.m. Break 2 starts at 2:00 p.m.
    • 0:30. Possible shifts:
      • Break 1 ends at 12:30 p.m. Break 2 starts between 1:00 p.m. and 2:00 p.m.
      • Break 1 ends at 1:00 p.m. Break 2 starts between 1:30 p.m. and 2:00 p.m.
      • Break 1 ends at 1:30 p.m. Break 2 starts at 2:00 p.m.
    • Disable (0:00). Possible shifts:
      • Break 1 ends between 12:30 p.m. and 1:00 p.m. Break 2 starts between 1:30 p.m. and 2:00 p.m.
      • Break 1 ends between 12:00 p.m. and 12:30 p.m. Break 2 starts between 1:00 p.m. and 2:00 p.m.
  3. Make the second break latest start time minutes from shift start a later time.
    1. +5:30 (2:30 pm). Possible shifts:
      1. Break 1 ends at 12:30 p.m., Break 2 starts at 2:30 pm.
    2. +6:00 (3:00 pm). Possible shifts:
      1. Break 1 ends at 12:30 p.m., Break 2 starts between 2:30 p.m. and 3:00 p.m.
      2. Break 1 ends at 1:00 p.m., Break 2 starts at 3:00 p.m.
    3. +6:30 (3:30 pm) or later. Possible shifts:
      1. Break 1 ends at 12:30 p.m., Break 2 starts after 2:30 p.m.
      2. Break 1 ends at 1:00 p.m., Break 2 starts at 3:00 p.m. or later.
      3. Break 1 ends at 1:30 p.m., Break 2 starts at 3:30 p.m. or later.

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