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.
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Mark Pierson
Development prencapal
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Original Message:
Sent: 11-05-2024 12:21
From: Gina Palmer
Subject: Not able to add agents to workforce management planning groups
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.
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
Original Message:
Sent: 11-04-2024 17:10
From: Mark Pierson
Subject: Not able to add agents to workforce management planning groups
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.
#WorkforceManagement
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Mark Pierson
Development prencapal
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