Genesys Cloud CX

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  • 1.  How do agents see a published schedule?

    Posted 04-20-2017 13:47

    Hello,

     

    I have created a schedule within WorkForce Management and published it.

     

    How do agents see the published schedule?

     

    Thanks!

    -Em



  • 2.  RE: How do agents see a published schedule?

    Posted 04-20-2017 15:19

    Found this answer, secondary question:

     

    Is there a way for the team to view the whole team's schedule, instead of just their own?

     

    Thanks!

    -Em



  • 3.  RE: How do agents see a published schedule?

    GENESYS
    Posted 04-20-2017 17:34

    I added an item on the roadmap for the ability for agents to have a read-only view of the management unit's published schedules.



  • 4.  RE: How do agents see a published schedule?

    Posted 10-24-2018 12:42
    This is definitely a feature we would love to see as well!

    It's been a good year and a half since it was stated this was on the roadmap. Are there any updates on the progress of this feature? (Or is it already there and I'm just blind?)


  • 5.  RE: How do agents see a published schedule?

    GENESYS
    Posted 10-25-2018 10:00
    For anyone to view a read-only version of published schedules, a "Workforce Management > Published Schedule > View" permission was added and released 20-Sep-2017. You can see more information in the release notes for that day: September 20, 2017 - PureCloud Resource Center

    More information on WFM related permissions can be found here: Workforce management permissions overview - PureCloud Resource Center

    ------------------------------
    Jay Langsford
    Senior Director, Workforce Optimization Engineering
    ------------------------------



  • 6.  RE: How do agents see a published schedule?

    Posted 04-20-2017 18:55

    Thanks, Jay!

     

    Regarding agents viewing published schedules...

     

    I thought I had it figured out according to this link: https://help.mypurecloud.com/articles/view-agent-schedule/

     

    But my agents don't have the Schedule option under Performance...

     

    Is there a specific permission I need to provide to them to view this?

     

    Thanks!

    -Em



  • 7.  RE: How do agents see a published schedule?

    GENESYS
    Posted 04-20-2017 19:01

    The "View: Agent Schedule" permission governs the ability for an agent to view their own schedule.

    The following is a good place to check for WFM related permissions: https://help.mypurecloud.com/articles/about-workforce-management-roles-and-permissions/