Adding a schedule is not the same as generating a load based schedule. For GC2 you can add an empty schedule and 'paint' activities by dragging and dropping activities from the activity selector onto the agent rows. That's it for schedules for GC2. GC3 is where true WFM features are located (or lower tiers if you have the correct WEM add-on licenses; https://help.mypurecloud.com/articles/add-workforce-engagement-management-to-your-subscription/).
Original Message:
Sent: 04-03-2023 18:17
From: Rita Henllembart
Subject: Activate agent for scheduling
Hy Jay, how are you?
Thanks for answering me, but I still have this question, why when I look at the releases, it shows that GC2 allows me to put a schedule, but I can't activate the agents, I create a Work Team, but the agents don't load, in fact it's difficult to explain to a customer who has a GC2 license that basic WFM will not load even the basic function.
I've already reviewed the rules, activated all the possibilities, in fact I can't generate schedules, I think this will create a problem with the client who was excited to know that he was going to have at least a basic control of the schedule.
See the table, it is clear that you should leave the schedule
Workforce management schedules
| This permission |
Allows these actions |
And requires this license |
| Workforce Management > Published Schedule > View |
View published schedules. |
Genesys Cloud CX 2 |
| Workforce Management > Schedule > Add |
Add a new schedule. |
Genesys Cloud CX 2 |
| Workforce Management > Schedule > Delete |
Delete a schedule. |
Genesys Cloud CX 2 |
| Workforce Management > Schedule > Edit |
Edit a schedule. |
Genesys Cloud CX 2 |
| Workforce Management > Schedule > Generate |
Generate a schedule based on forecast need. |
Genesys Cloud CX 3 |
| Workforce Management > Schedule > View |
View existing schedules. |
Genesys Cloud CX 2
|
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Rita Henllembart, COPC®
Customer Success Manager (CSM) / Consulting Solutions Specialist
Coddera Software Ltda
Original Message:
Sent: 03-14-2023 14:24
From: Jay Langsford
Subject: Activate agent for scheduling
Load-based scheduling (ability to generate a load-based schedule given a forecast; permission backed) is a GC3 only feature.
https://help.mypurecloud.com/articles/about-workforce-management-roles-and-permissions/ - expand the sections to see which set of permissions/capabilities are offered at each seat type. True WFM features are in GC3 (or WEM add-on).
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Jay Langsford
VP, R&D
Original Message:
Sent: 03-14-2023 11:21
From: Rita Henllembart
Subject: Activate agent for scheduling
Hello community,
I need support, I'm supporting the configuration of a WFM in GC2, I've already touched everything and I can't activate the agents to stay connected for scheduling, if it doesn't appear, I can't create a new scheduling, in GC3 there are some options that I can do that I didn't find it in GC2, help me please!
#WEM #GenesysCloudCX #WEMGC2 #GCBRASIL
Thanks
Regards
#Workforce Engagement Management
#WorkforceManagement
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Rita Henllembart, COPC®
Customer Success Manager (CSM) / Consulting Solutions Specialist
Coddera Software Ltda
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