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  • 1.  Policy save failed

    Posted 12-09-2021 16:20
    We are trying to edit one of our policies for QM but we keep getting "failed to save" popups.  There is no explanation "why" it can't save, just the pop-up.

    The policy contains approximately 200 agents and 20 evaluators and it saved just fine when we created it.  We can modify and save every other policy, but not this one policy.  We have even built a copy of it (manually as Genesys doesn't provide the feature to copy/save as/replicate a policy) and it saves without a problem.

    Is there any way to determine the "reason" behind the failed save?   Because telling us it failed by not why it failed or how to identify the problem behind the failure so we can fix it is rather useless.
    #ArchitectureandDesign

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    Greg von dem Bach
    Alaska USA Federal Credit Union
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  • 2.  RE: Policy save failed

    Posted 9 days ago

    Following up on this old comment, do we have a reason this occurs?



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    Glenda Kingston
    Sedgwick Claims Management Services, Inc.
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    Original Message


  • 3.  RE: Policy save failed
    Best Answer

    GENESYS
    Posted 9 days ago

    Hello Glenda, 

    Console and network logs will have to be reviewed, I would recommend opening a Case with Customer care Analytics Team, as they can see whats going on under the hood. This would be the best route forward as they can review more technical things more so than we can here in a public forum. 

    But from experience with this issue, I have seen several issues. 

    1. The queue that you are creating the policy for has been edited or deleted.
    2. Some users may have been edited or moved to a deleted/inactive status. 

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 4.  RE: Policy save failed

    Posted 9 days ago

    Thanks Cameron, 

    We reviewed the evaluators that we were adding and realized one was not set up as an evaluator. After reviewing in agent performance, we were able to select the correct "John Smith" and policy then saved as expected. 



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    Glenda Kingston
    Sedgwick Claims Management Services, Inc.
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    Original Message


  • 5.  RE: Policy save failed

    GENESYS
    Posted 9 days ago

    Awesome! Im glad I was able to point you in the right direction! Have a good rest of the week!

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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