Workforce Engagement Management

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

This is also occurring for one of our departments as well. We noticed it just now when trying to publish the schedule. Only for October as well. Agents still have a work plan and forecast was done correctly.  

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

@Al Maatouk - Were you able to figure out what is causing the error? I attempted to run a schedule this morning and all of our different Business Units are still getting the error "No available work" starting on October 1st for every agent.

This is also occurring for one of our departments as well. We noticed it just now when trying to publish the schedule. Only for October as well. Agents still have a work plan and forecast was done correctly.  

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

The no work available indicates either no forecast load or forecast load for which zero agents can handle. If you have made a recent change to planning groups I would ensure all included route paths have volume (these should be added via search option versus manual option). If you make a change to planning groups you must then produce a new forecast and a new schedule so the changes are carried through. The following that we have in resource center articles and also in the user interface is also crucial: Agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group.

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

We are going to open a ticket. No changes have been made to our planning groups, agent skills, route paths, etc. The odd thing about this is that Sunday, the 29th, and Monday, the 30th, are not triggering any errors. However, starting Tuesday, October 1st, and continuing every day thereafter, we are encountering the "no work available" for every single agent.

The no work available indicates either no forecast load or forecast load for which zero agents can handle. If you have made a recent change to planning groups I would ensure all included route paths have volume (these should be added via search option versus manual option). If you make a change to planning groups you must then produce a new forecast and a new schedule so the changes are carried through. The following that we have in resource center articles and also in the user interface is also crucial: Agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group.

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

We are going to open a ticket. No changes have been made to our planning groups, agent skills, route paths, etc. The odd thing about this is that Sunday, the 29th, and Monday, the 30th, are not triggering any errors. However, starting Tuesday, October 1st, and continuing every day thereafter, we are encountering the "no work available" for every single agent.

The no work available indicates either no forecast load or forecast load for which zero agents can handle. If you have made a recent change to planning groups I would ensure all included route paths have volume (these should be added via search option versus manual option). If you make a change to planning groups you must then produce a new forecast and a new schedule so the changes are carried through. The following that we have in resource center articles and also in the user interface is also crucial: Agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group.

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------

Hello all, Genesys is aware of and actively working on this issue, and we are currently working on a resolution.  

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-20-2024 11:35
From: Garrett Gardner
Subject: Generation Error: "There is no available work starting 10/1/2024"

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------

Hello everyone,

Update:

The Schedule Generation Warning is getting triggered in a situation where there is actually not a problem with Schedule Generation or Shift Creation.  If you inspect the shifts generated, you will find they are being generated as normal, it is the warning itself that is being raised when it should not be.  This is something we will correct.  

The intention of that warning is to let you know when shifts are being created for an agent at a time when there is no staffing requirement for that agent to address.   This warning is being triggered in a situation where that is not true in this case.  Behind the scenes, this is related to the enhanced staffing requirements optimization introduced with the per minute Work Plans feature.  We will update the logic which produces that warning message to account for this.  Sorry for any confusion.  October 1 is a red herring; this is the first week you are generating schedules for after our release of per minute Work Plans.

Example below of the warning triggered when it should not have been (2 screenshots for agent 'Jonas abc' below).

Hello all, Genesys is aware of and actively working on this issue, and we are currently working on a resolution.  

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-20-2024 11:35
From: Garrett Gardner
Subject: Generation Error: "There is no available work starting 10/1/2024"

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------

Hello everyone,

Update:

The Schedule Generation Warning is getting triggered in a situation where there is actually not a problem with Schedule Generation or Shift Creation.  If you inspect the shifts generated, you will find they are being generated as normal, it is the warning itself that is being raised when it should not be.  This is something we will correct.  

The intention of that warning is to let you know when shifts are being created for an agent at a time when there is no staffing requirement for that agent to address.   This warning is being triggered in a situation where that is not true in this case.  Behind the scenes, this is related to the enhanced staffing requirements optimization introduced with the per minute Work Plans feature.  We will update the logic which produces that warning message to account for this.  Sorry for any confusion.  October 1 is a red herring; this is the first week you are generating schedules for after our release of per minute Work Plans.

Example below of the warning triggered when it should not have been (2 screenshots for agent 'Jonas abc' below).

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-26-2024 11:45
From: Eric Hagaman
Subject: Generation Error: "There is no available work starting 10/1/2024"

Hello all, Genesys is aware of and actively working on this issue, and we are currently working on a resolution.  

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-20-2024 11:35
From: Garrett Gardner
Subject: Generation Error: "There is no available work starting 10/1/2024"

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------

Just to add one more thing -- in at least 1 example we have seen.  We have MULTIPLE employees with a work plan that includes a certain day and time where AFTER schedules are generated it shows we are between 5 and 10 people short for the entire period....but yet it is NOT scheduling the employee because "There is no work available" --- but it has scheduled the employee on that same day and time for YEARS...and suddenly won't schedule them......

Additionally -- we even used a previous forecast (from 2 weeks before this issue started) and attempted to generate schedules from that.  The exact same results -- Total agent hours scheduled were DRASTICALLY reduced beginning with Tuesday Oct 1st...(Sunday and Monday generated normally).  In some cases agents hours were reduced (generated off of the exact same forecast) from 30 hours to 5, or 20 hours to 0 hours......something has definitely changed........

------------------------------
Kody Humphrey
Micahtek, Inc.

Original Message:
Sent: 09-26-2024 13:09
From: Eric Hagaman
Subject: Generation Error: "There is no available work starting 10/1/2024"

Hello everyone,

Update:

The Schedule Generation Warning is getting triggered in a situation where there is actually not a problem with Schedule Generation or Shift Creation.  If you inspect the shifts generated, you will find they are being generated as normal, it is the warning itself that is being raised when it should not be.  This is something we will correct.  

The intention of that warning is to let you know when shifts are being created for an agent at a time when there is no staffing requirement for that agent to address.   This warning is being triggered in a situation where that is not true in this case.  Behind the scenes, this is related to the enhanced staffing requirements optimization introduced with the per minute Work Plans feature.  We will update the logic which produces that warning message to account for this.  Sorry for any confusion.  October 1 is a red herring; this is the first week you are generating schedules for after our release of per minute Work Plans.

Example below of the warning triggered when it should not have been (2 screenshots for agent 'Jonas abc' below).

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-26-2024 11:45
From: Eric Hagaman
Subject: Generation Error: "There is no available work starting 10/1/2024"

Hello all, Genesys is aware of and actively working on this issue, and we are currently working on a resolution.  

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-20-2024 11:35
From: Garrett Gardner
Subject: Generation Error: "There is no available work starting 10/1/2024"

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------

Please see the attached....both schedules are generated off of the same forecast one BEFORE this issue surfaced.  1 AFTER....

Staffing requirements went slightly up but scheduled on queue hours was significantly reduced by nearly 500 ON QUEUE hours difference....off of the same forecast, schedule plans, etc....

------------------------------
Kody Humphrey
Micahtek, Inc.

Original Message:
Sent: 09-26-2024 13:32
From: Kody Humphrey
Subject: Generation Error: "There is no available work starting 10/1/2024"

Just to add one more thing -- in at least 1 example we have seen.  We have MULTIPLE employees with a work plan that includes a certain day and time where AFTER schedules are generated it shows we are between 5 and 10 people short for the entire period....but yet it is NOT scheduling the employee because "There is no work available" --- but it has scheduled the employee on that same day and time for YEARS...and suddenly won't schedule them......

Additionally -- we even used a previous forecast (from 2 weeks before this issue started) and attempted to generate schedules from that.  The exact same results -- Total agent hours scheduled were DRASTICALLY reduced beginning with Tuesday Oct 1st...(Sunday and Monday generated normally).  In some cases agents hours were reduced (generated off of the exact same forecast) from 30 hours to 5, or 20 hours to 0 hours......something has definitely changed........

------------------------------
Kody Humphrey
Micahtek, Inc.

Original Message:
Sent: 09-26-2024 13:09
From: Eric Hagaman
Subject: Generation Error: "There is no available work starting 10/1/2024"

Hello everyone,

Update:

The Schedule Generation Warning is getting triggered in a situation where there is actually not a problem with Schedule Generation or Shift Creation.  If you inspect the shifts generated, you will find they are being generated as normal, it is the warning itself that is being raised when it should not be.  This is something we will correct.  

The intention of that warning is to let you know when shifts are being created for an agent at a time when there is no staffing requirement for that agent to address.   This warning is being triggered in a situation where that is not true in this case.  Behind the scenes, this is related to the enhanced staffing requirements optimization introduced with the per minute Work Plans feature.  We will update the logic which produces that warning message to account for this.  Sorry for any confusion.  October 1 is a red herring; this is the first week you are generating schedules for after our release of per minute Work Plans.

Example below of the warning triggered when it should not have been (2 screenshots for agent 'Jonas abc' below).

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-26-2024 11:45
From: Eric Hagaman
Subject: Generation Error: "There is no available work starting 10/1/2024"

Hello all, Genesys is aware of and actively working on this issue, and we are currently working on a resolution.  

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-20-2024 11:35
From: Garrett Gardner
Subject: Generation Error: "There is no available work starting 10/1/2024"

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------

Hello everyone,

Update:

The Schedule Generation Warning is getting triggered in a situation where there is actually not a problem with Schedule Generation or Shift Creation.  If you inspect the shifts generated, you will find they are being generated as normal, it is the warning itself that is being raised when it should not be.  This is something we will correct.  

The intention of that warning is to let you know when shifts are being created for an agent at a time when there is no staffing requirement for that agent to address.   This warning is being triggered in a situation where that is not true in this case.  Behind the scenes, this is related to the enhanced staffing requirements optimization introduced with the per minute Work Plans feature.  We will update the logic which produces that warning message to account for this.  Sorry for any confusion.  October 1 is a red herring; this is the first week you are generating schedules for after our release of per minute Work Plans.

Example below of the warning triggered when it should not have been (2 screenshots for agent 'Jonas abc' below).

Hello all, Genesys is aware of and actively working on this issue, and we are currently working on a resolution.  

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-20-2024 11:35
From: Garrett Gardner
Subject: Generation Error: "There is no available work starting 10/1/2024"

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------

Update:  We identified the issue impacting both the warning and also the optimization results that lead to the shift creation symptoms.  We have a code change being prepared and are targeting an expedited deployment this week.

Hello everyone,

Update:

The Schedule Generation Warning is getting triggered in a situation where there is actually not a problem with Schedule Generation or Shift Creation.  If you inspect the shifts generated, you will find they are being generated as normal, it is the warning itself that is being raised when it should not be.  This is something we will correct.  

The intention of that warning is to let you know when shifts are being created for an agent at a time when there is no staffing requirement for that agent to address.   This warning is being triggered in a situation where that is not true in this case.  Behind the scenes, this is related to the enhanced staffing requirements optimization introduced with the per minute Work Plans feature.  We will update the logic which produces that warning message to account for this.  Sorry for any confusion.  October 1 is a red herring; this is the first week you are generating schedules for after our release of per minute Work Plans.

Example below of the warning triggered when it should not have been (2 screenshots for agent 'Jonas abc' below).

Hello all, Genesys is aware of and actively working on this issue, and we are currently working on a resolution.  

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-20-2024 11:35
From: Garrett Gardner
Subject: Generation Error: "There is no available work starting 10/1/2024"

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------

The fix has now been deployed across all regions.

Update:  We identified the issue impacting both the warning and also the optimization results that lead to the shift creation symptoms.  We have a code change being prepared and are targeting an expedited deployment this week.

Hello everyone,

Update:

The Schedule Generation Warning is getting triggered in a situation where there is actually not a problem with Schedule Generation or Shift Creation.  If you inspect the shifts generated, you will find they are being generated as normal, it is the warning itself that is being raised when it should not be.  This is something we will correct.  

The intention of that warning is to let you know when shifts are being created for an agent at a time when there is no staffing requirement for that agent to address.   This warning is being triggered in a situation where that is not true in this case.  Behind the scenes, this is related to the enhanced staffing requirements optimization introduced with the per minute Work Plans feature.  We will update the logic which produces that warning message to account for this.  Sorry for any confusion.  October 1 is a red herring; this is the first week you are generating schedules for after our release of per minute Work Plans.

Example below of the warning triggered when it should not have been (2 screenshots for agent 'Jonas abc' below).

Hello all, Genesys is aware of and actively working on this issue, and we are currently working on a resolution.  

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-20-2024 11:35
From: Garrett Gardner
Subject: Generation Error: "There is no available work starting 10/1/2024"

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------

Jay and @Eric Hagaman thank you for the updates and to the team for the fix.  We tested Friday and successfully generated schedules for 2 weeks with VERY similar results to the schedules prior to the issue using our test forecast in the example I provided. Again - thanks for your help and the "fix" implementation.

The fix has now been deployed across all regions.

Update:  We identified the issue impacting both the warning and also the optimization results that lead to the shift creation symptoms.  We have a code change being prepared and are targeting an expedited deployment this week.

Hello everyone,

Update:

The Schedule Generation Warning is getting triggered in a situation where there is actually not a problem with Schedule Generation or Shift Creation.  If you inspect the shifts generated, you will find they are being generated as normal, it is the warning itself that is being raised when it should not be.  This is something we will correct.  

The intention of that warning is to let you know when shifts are being created for an agent at a time when there is no staffing requirement for that agent to address.   This warning is being triggered in a situation where that is not true in this case.  Behind the scenes, this is related to the enhanced staffing requirements optimization introduced with the per minute Work Plans feature.  We will update the logic which produces that warning message to account for this.  Sorry for any confusion.  October 1 is a red herring; this is the first week you are generating schedules for after our release of per minute Work Plans.

Example below of the warning triggered when it should not have been (2 screenshots for agent 'Jonas abc' below).

Hello all, Genesys is aware of and actively working on this issue, and we are currently working on a resolution.  

------------------------------
Eric Hagaman
Product Management Director
Genesys - Employees

Original Message:
Sent: 09-20-2024 11:35
From: Garrett Gardner
Subject: Generation Error: "There is no available work starting 10/1/2024"

We generate forecasts and schedules on a weekly basis. However, starting the week of Sunday, September 29th, we have been encountering an error message stating "There is no work available" for all days on or after Tuesday, October 1st. This issue is affecting all of our business units.

We have significant flexibility built into our work plans, and our concern is that the generation optimization engine will not be utilized correctly for the impacted dates.

We have forecasted volume for October, and this error seems to have only appeared after the recent Genesys release. Is anyone else experiencing this error message starting October 1st? Any insights into why in the middle of the week starting Oct 1st we are suddenly showing no work available for all of our business units would be greatly appreciated.

#Scheduling

------------------------------
Garrett Gardner
------------------------------