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I recently stopped receiving end of shift notification from Genesys Cloud. I still got the regular notifications such as break and lunch. Is there anyone who could help? Thanks

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  • 1.  I recently stopped receiving end of shift notification from Genesys Cloud. I still got the regular notifications such as break and lunch. Is there anyone who could help? Thanks

    Posted 12-08-2023 11:37
    No replies, thread closed.

    Before the issue, I could get notifications from Genesys Cloud on start of shift, break, lunch and end of shift. But about 1 month ago, I stopped receiving end of shift notification. Is there anyone who has the same experience? Thanks

    Kenley Fung


    #Genesys Cloud CX
    #Workforce Engagement Management
    #Scheduling

    ------------------------------
    Kenley Fung
    Fis, Inc.
    ------------------------------


  • 2.  RE: I recently stopped receiving end of shift notification from Genesys Cloud. I still got the regular notifications such as break and lunch. Is there anyone who could help? Thanks

    Posted 12-14-2023 05:35
    No replies, thread closed.

    Hi,

    Has any permission changed for the agent, do they have the permission listed in the link below : Workforce Management > Agent Adherence > Notify

    https://help.mypurecloud.com/articles/view-adherence-notification/

    You may also want to try republishing their Schedules and check if it will resolve the issue.

    If this doesn't help, I would raise a case through Product Support so they can investigate further.



    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 3.  RE: I recently stopped receiving end of shift notification from Genesys Cloud. I still got the regular notifications such as break and lunch. Is there anyone who could help? Thanks

    Posted 12-14-2023 10:03
    No replies, thread closed.

    Hi Tracy,

     

    Thanks for your email. Grateful if you could raise a ticket through Product Support. The main thing is: I used to get 4 notifications: start of shift, break, lunch and end of shift. But for some reasons, I haven't got the end of shift notification since early November.

     

    Your kind assistance much appreciated.

     

    Cheers

    Kenley Fung

     




    Original Message


  • 4.  RE: I recently stopped receiving end of shift notification from Genesys Cloud. I still got the regular notifications such as break and lunch. Is there anyone who could help? Thanks

    Posted 12-14-2023 10:12
    No replies, thread closed.

    HI,

    Sorry for the confusion, I am unable to raise a case for you but if you contact your internal team they will be able to do it for you.



    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


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