Workforce Engagement Management

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  • 1.  Issues when moving Agent from one Management Unit to another

    Posted 10-26-2021 00:53
    I have moved an agent from one management unit to another upon a change of role but the new Management Unit just won't seem to pick them up and allow me to re-populate new schedules
    When i look at the agents section the person is showing as sitting in the new management unit but when i try to update the schedule i get a message that their schedule couldn't be produced because they aren't in the Management Unit
    Has anyone had this before and does anyone know what is it caused by?
    #WorkforceManagement

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    Melinda Roberts
    Latrobe Health Services
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  • 2.  RE: Issues when moving Agent from one Management Unit to another

    GENESYS
    Posted 10-27-2021 04:43
    Hi Melinda,

    Did you follow the steps as shown here when moving the agent?

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    Tracy
    Genesys
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  • 3.  RE: Issues when moving Agent from one Management Unit to another

    Posted 10-27-2021 18:15
    I did Tracy, everything except export to CSV, not sure where that step sits. I have done this before and not had this issue so not sure what is different this time, it's a weird one

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    Melinda Roberts
    Latrobe Health Services
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  • 4.  RE: Issues when moving Agent from one Management Unit to another

    GENESYS
    Posted 10-29-2021 04:56
    Edited by Tracy Vickers 10-29-2021 04:57
    And the agent can handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group ?

    I will reach out in the meantime to see if I can source an answer for you.

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    Tracy
    Genesys
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  • 5.  RE: Issues when moving Agent from one Management Unit to another

    GENESYS
    Posted 10-29-2021 07:14
    Tracy, I suggested on a duplicate post that the recommendation would be to open a support case for tracking and gathering information to troubleshoot further.

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    Jay Langsford
    VP, R&D
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  • 6.  RE: Issues when moving Agent from one Management Unit to another

    GENESYS
    Posted 10-29-2021 07:26
    Thanks, Jay - I thought this might be the case.

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    Tracy
    Genesys
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