Genesys Cloud CX

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

    Posted 10-26-2021 00:47
    I have moved an agent from one Management Unit to another and now I can't seem to get their schedules to update and re-populate in the new management unit. It is saying that they aren't in the management unit but everything I am looking at is saying that they are definitely in the new Management Unit. I have synced and taken them in and out of the management unit to see if that worked, no luck
    Has anyone come across this before and does anyone know a work around?
    #SystemAdministration

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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 07:32
    Just to confirm the following are all true:
    1. The agent was moved to a different management unit
    2. The agent is added to a work plan associated with this different management unit
    3. You created a new schedule to pick up this new agent or did an intraday reschedule and selected this agent to be added to an existing schedule
    All of those need to be true.

    What is the specific message and where in the application in regards to your "It is saying that they aren't in the management unit"?

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

    Posted 10-27-2021 17:29

    Thanks for the follow up

    All of the assumptions are correct

    The message I get when doing the reschedule is "The agent is not a member of the Management Unit" but if I look at the management unit they are there

    It's a weird one and I know there is something behind it but I can't find it

    I have deleted schedules in the future and redone them and it picks them up without question but it's the next few weeks that were the issue as it was unrealistic to re-do these due to the amount of activity already scheduled

    Any ideas would be appreciated

     

    Melinda Roberts

    Workforce Planner

    p| 1300 362 144    e| mer@lhs.com.au
    m|
    0477 505 552    a| 32 Darlimurla Ave, Newborough VIC 3825

    latrobehealth.com.au

    Latrobe Health Services acknowledges the traditional owners of country, the Gunaikurnai nation,
    and recognises their continuing connection to land, waters and culture.
    We pay our respects to their Elders past, present and emerging.

     






  • 4.  RE: Issues when moving Agent from one Management Unit to another

    GENESYS
    Posted 10-27-2021 20:15
    Sorry, I am out of ideas. At this point it would be best to open a support ticket. That way the support engineer can request information needed to troubleshoot your issue and, if it is thought to be a software issue, engage development.

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

    GCAP Member
    Posted 10-28-2021 11:49
    Hi @Melinda Roberts, if possible please keep us posted how the issue was resolved. ​

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    Vincent Sabolboro
    ATB Financial
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