I am very interested in the recent release of alternate shifts and have been trying to research this today. I am sure I am missing a piece of config here, but can anyone help me understand why this may have failed? I have attached screenshots.

Hi Heather,

I see you haven't had a response - did you manage to find the answer?

I am very interested in the recent release of alternate shifts and have been trying to research this today. I am sure I am missing a piece of config here, but can anyone help me understand why this may have failed? I have attached screenshots.

I have not yet found the answer. I am following another thread where someone has asked for a video/tutorial, and am hoping once this is shared that I can pinpoint the issue. If you can help with an answer or a tutorial, I'd be grateful.

Hi Heather,

I see you haven't had a response - did you manage to find the answer?

I am very interested in the recent release of alternate shifts and have been trying to research this today. I am sure I am missing a piece of config here, but can anyone help me understand why this may have failed? I have attached screenshots.

Hi Heather, 

is this still happening?
Unfortunately, some Orgs have experienced an issue where Average handle times of 0 (Zero) have caused the approval to fail. This may only be on a small Planning Group but it affected the overall service goal impact calculations, this has since been fixed.

Could you please try running a Reschedule and trying again?
If the problem persists could you please raise a care ticket detailing the issue and including the following details:

• Org ID
• Schedule ID/Name
• Agent Name/ID

thanks, 

Paul

I have not yet found the answer. I am following another thread where someone has asked for a video/tutorial, and am hoping once this is shared that I can pinpoint the issue. If you can help with an answer or a tutorial, I'd be grateful.

Hi Heather,

I see you haven't had a response - did you manage to find the answer?

I am very interested in the recent release of alternate shifts and have been trying to research this today. I am sure I am missing a piece of config here, but can anyone help me understand why this may have failed? I have attached screenshots.

Hi Heather, 

is this still happening?
Unfortunately, some Orgs have experienced an issue where Average handle times of 0 (Zero) have caused the approval to fail. This may only be on a small Planning Group but it affected the overall service goal impact calculations, this has since been fixed.

Could you please try running a Reschedule and trying again?
If the problem persists could you please raise a care ticket detailing the issue and including the following details:

• Org ID
• Schedule ID/Name
• Agent Name/ID

thanks, 

Paul

I have not yet found the answer. I am following another thread where someone has asked for a video/tutorial, and am hoping once this is shared that I can pinpoint the issue. If you can help with an answer or a tutorial, I'd be grateful.

Hi Heather,

I see you haven't had a response - did you manage to find the answer?

I am very interested in the recent release of alternate shifts and have been trying to research this today. I am sure I am missing a piece of config here, but can anyone help me understand why this may have failed? I have attached screenshots.