Workforce Engagement Management

Hi all,

Our Intraday monitoring views have suddenly stopped pulling in real time data and only show the forecasted data on the intervals. 

There have been no changes to our planning groups and are wondering if this has happened to anyone else or if anyone knows a fix? I also keep getting an alert for missing permissions, but have all permissions assigned as an admin. 

Thanks,

Hi Bryce,

If there haven't been any changes to your planning groups, which is one of the more common reasons for this kind of issue, it may be worth checking whether there was a routing change instead. Your planning groups may no longer align with the current RPAs, queues, or skills.

You also mentioned permission-related alerts, even though all permissions still appear to be assigned. In that case, I'd also check whether anything changed with divisions. For example, were any objects such as queues moved to another division, or are your roles still the same but now tied to different division access?

To help narrow it down, is this happening only for you, or are other users experiencing the same issue?

I'd recommend reviewing any recent configuration changes in the environment, especially related to routing, divisions, roles, or permissions, to identify what may have changed.

Thanks,

Hi Robert, 

Thank you for the reply. 

No, there have been no changes at all within the divisions, queues or skills, or any of the roles or permissions - the data simply just does not appear anymore.

This is happening across our whole business, so this isnt isolated to just myself but all our workforce team members and managers. 

Thanks