Genesys Cloud - Main

Hi

We are using the employee engagement module to create an assignment for all of our operation agents to complete.

the issue we're seeing is that every night, when the rule set recalculates, large portions of the module is being unassigned from agents, creating the manual task of reassigning the next day. 

From looking online, it is my understanding that genesys cloud, when using the auto assign function along with rule sets, will unassign the module from any agent that hasn't at least started the module.

If this is the case, is there any work around to this as it's a bit of a redundant feature to unassign the module just because they havent started it yet. 

I was looking at potentially using groups, instead of by divisions with exclusions of specific agents, but this creates a new manual task of monitoring and update the group as needed.

Has anyone come across this issue and has a work around or is using the employee engagement in a more automated way? 

Thanks in advance. 

Hi Christopher,

I have not worked extensively with the Employee Engagement learning assignments, but would a scheduled workflow/trigger approach be an option instead of relying on a dynamically recalculating ruleset?

For example, a scheduled process could periodically identify the target agents and assign the module, rather than depending on the nightly ruleset recalculation behaviour.

Not sure whether the required Learning assignment APIs/actions are available for this use case, but it made me wonder if that could avoid the repeated unassignment issue you are seeing.

Scheduled triggers/workflows:
Create a scheduled trigger
Overview of triggers

I can understand why this is frustrating. Unfortunately, what you're seeing is the expected behavior of auto-assignment today. When Genesys Cloud reevaluates the assignment rules, agents who no longer match the criteria-or who haven't started the module yet-can have the module automatically unassigned. The system only preserves assignments for modules that are already In Progress or Completed.

At the moment, there isn't a built-in way to keep unstarted modules assigned while still using auto-assignment. Your options are generally to switch to manual assignments, use groups for more controlled targeting, or manage auto-assignment more selectively. None of these are perfect, and each comes with some additional administration overhead. Given your use case, this may be a good candidate for a product enhancement request, as having an option to retain assignments for agents who haven't started a module would make auto-assignment much more practical.

Cheers,