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  • 1.  Activate agent for scheduling

    Posted 03-14-2023 11:21
    No replies, thread closed.

    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
    #Workforce Management

    ------------------------------
    Rita Henllembart, COPC®
    Customer Success Manager (CSM) / Consulting Solutions Specialist
    Coddera Software Ltda
    ------------------------------


  • 2.  RE: Activate agent for scheduling

    Posted 03-14-2023 14:24
    No replies, thread closed.

    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).



    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------



  • 3.  RE: Activate agent for scheduling

    Posted 04-03-2023 18:17
    No replies, thread closed.

    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


    Served as a warning.
    Thanks
    Regards,

    #WFM #WEM #GenesysCloudCX #GenesysCloudCXBrasil #CSM #WEMGC2 


    ------------------------------
    Rita Henllembart, COPC®
    Customer Success Manager (CSM) / Consulting Solutions Specialist
    Coddera Software Ltda
    ------------------------------

    Original Message


  • 4.  RE: Activate agent for scheduling

    Posted 04-03-2023 19:01
    Edited by Tracy Vickers 08-04-2025 05:25
    No replies, thread closed.

    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/).



    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


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