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Agents not receiving notifications/alerts after changing status.

  • 1.  Agents not receiving notifications/alerts after changing status.

    Posted 08-22-2024 14:13

    Hi All!


    Recently, we have noticed that if an agent changes their status to one that is not on their schedule, they stop receiving notifications/alerts for the rest of their schedule if they have not returned to "available." 


    I have checked, and they do have the Workforce Management > Agent Adherence > Notify permission; the statuses are not in the "Ignored for Adherence" section of the Management Unit. I also went to one of the affected agents and verified that they do have a published schedule. 


    What else do I need to check?

    Thank you,
    Patrick
    Roper St. Francis Healthcare


    #Notifications/Alerts

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    Patrick Mahaffay
    Roper St. Francis Healthcare
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  • 2.  RE: Agents not receiving notifications/alerts after changing status.

    GENESYS
    Posted 08-28-2024 10:22

    They are still marked as "out of adherence" in their schedule, right?

    It sounds like it could be a bug to me, I recommend contacting our support team for help.  



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    Joe Behymer, Director
    Genesys Cloud Workforce Management Development Team
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    Original Message


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