Workforce Engagement Management

 View Only

Sign Up

  • 1.  Not able to add agents to workforce management planning groups

    Posted 11-04-2024 17:10

    I need some assistance.  We are just starting to use the Genesys Workforce Management I have created our first Business unit, Management unit, Service Goal Template, and Planning group. 

    The problem I have is under planning groups/agents I can't see any agents.  I get this warning under Associations/Route Plan Associations "Agents matching planning group: 0 / 1"  On the Agents tab I get "No data available"  I have verified my permissions and ensured I have a test agent with the correct division, queue, permissions.  I'm not using skills in my association.

    Back under Configuration/Agents I have added my test agent however I still don't see the agent as an option under planning groups/agents.

    Please advise. 


    #Workforce Management

    ------------------------------
    Mark Pierson
    Development prencapal
    ------------------------------


  • 2.  RE: Not able to add agents to workforce management planning groups

    Posted 11-04-2024 17:33

    Hi Mark,

    I believe - for the agents to match the route paths in the planning group they would have to have the same queue/ACD skill/language association. So if the route path specifies a skill or queue that is not assigned to an agent they will not show up as matching that route path.

    regards



    ------------------------------
    Paul Soulodre
    Alberta Motor Association
    ------------------------------

    Original Message


  • 3.  RE: Not able to add agents to workforce management planning groups

    Posted 11-05-2024 12:21

    I believe @Paul Soulodre is correct.  They have to be assigned every queue and skill and language included in that planning group to show up.  So, if you have many queues and skills going into one MU, you probably want to break them out into separate planning groups. 



    ------------------------------
    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Not able to add agents to workforce management planning groups

    Posted 11-05-2024 13:40

    Rereading everyone's responses helped me understand what my issue was (fixed now, Thank you both.) I had two route path associations.  Both for the same queue however one included skill sets.  What I've found is these Route Path Associations are not cumulative they are more restrictive as you add them.  They act like and operators nor or.  When I remove the one that has the skill sets defined then I see all the users in the queue not just the ones with matching skills.

    Thanks again.



    ------------------------------
    Mark Pierson
    Development prencapal
    ------------------------------

    Original Message


Related Content