Workforce Engagement Management

Hi Marcus,

I have not personally used WFM, but from what I could see in the documentation and community thread, the Workforce Management > Agent Schedule Notification > View permission by itself does not appear to send a notification.

The Published article says agents are notified when the schedule is published, and the community thread suggests this applies both when a new schedule period is published and when an already published schedule is changed and republished, assuming notifications are enabled.

I also checked the Access schedule notifications article, but that page is specifically for shift trade and time off notifications, and it explicitly says it does not cover an agent's assigned schedule.

Links:

• https://community.genesys.com/discussion/genesys-cloud-wfm-schedule-notification
• https://help.genesys.cloud/articles/publish-the-schedule/
• https://help.genesys.cloud/articles/access-schedule-notifications/

Hope this helps someone from community might add more to this.

Regards

Phaneendra

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Phaneendra
Technical Solutions Consultant
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Hi Marcus,

Phaneendra is correct that the agents receive a Genesys notification every time a schedule is publish.  That includes the initial publication of a new schedule as well as subsequent re-publishings due to changes made.  

We were under the same impression, but based on recent feedback from our scheduled WFM users it appears that is not the case (at least for our current configuration).

Hi Marcus,

Phaneendra is correct that the agents receive a Genesys notification every time a schedule is publish.  That includes the initial publication of a new schedule as well as subsequent re-publishings due to changes made.  

Hi, 

are you using native Genesys or embedded versions? 

We were under the same impression, but based on recent feedback from our scheduled WFM users it appears that is not the case (at least for our current configuration).

Hi Marcus,

Phaneendra is correct that the agents receive a Genesys notification every time a schedule is publish.  That includes the initial publication of a new schedule as well as subsequent re-publishings due to changes made.  

We were under the same impression, but based on recent feedback from our scheduled WFM users it appears that is not the case (at least for our current configuration).

Hi Marcus,

Phaneendra is correct that the agents receive a Genesys notification every time a schedule is publish.  That includes the initial publication of a new schedule as well as subsequent re-publishings due to changes made.  

Hi Marcus, 
If this is a consistent issue, I'd suggest raising a care ticket so that one of the team can help take a look at your configuration.

There are some known limitations/throttling of messages/notifications when a very large number of changes are made at the same time, but these typically shouldn't affect schedule updates or publications.

Paul

We were under the same impression, but based on recent feedback from our scheduled WFM users it appears that is not the case (at least for our current configuration).

Hi Marcus,

Phaneendra is correct that the agents receive a Genesys notification every time a schedule is publish.  That includes the initial publication of a new schedule as well as subsequent re-publishings due to changes made.  

Hi Marcus, 
If this is a consistent issue, I'd suggest raising a care ticket so that one of the team can help take a look at your configuration.

There are some known limitations/throttling of messages/notifications when a very large number of changes are made at the same time, but these typically shouldn't affect schedule updates or publications.

Paul

We were under the same impression, but based on recent feedback from our scheduled WFM users it appears that is not the case (at least for our current configuration).

Hi Marcus,

Phaneendra is correct that the agents receive a Genesys notification every time a schedule is publish.  That includes the initial publication of a new schedule as well as subsequent re-publishings due to changes made.  

Paul,

After further testing, it was determined that the Workforce Management > Agent Schedule Notification > View (wfm:agentScheduleNotification:view) permission is needed for agents to receive new schedule published and schedule update notifications.

Hi Marcus, 
If this is a consistent issue, I'd suggest raising a care ticket so that one of the team can help take a look at your configuration.

There are some known limitations/throttling of messages/notifications when a very large number of changes are made at the same time, but these typically shouldn't affect schedule updates or publications.

Paul

We were under the same impression, but based on recent feedback from our scheduled WFM users it appears that is not the case (at least for our current configuration).

Hi Marcus,

Phaneendra is correct that the agents receive a Genesys notification every time a schedule is publish.  That includes the initial publication of a new schedule as well as subsequent re-publishings due to changes made.