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  • 1.  Planning Group- adding an agent to one

    Posted 04-12-2023 17:37
    No replies, thread closed.

    We have several reps with no planning group. Unable to add them to a planning group for some reason. 


    #SystemAdministration

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    Dalia Torres
    Welbe Health
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  • 2.  RE: Planning Group- adding an agent to one

    Posted 04-23-2023 19:06
    No replies, thread closed.

    Make sure the agents are schedulable (have the Workforce Agent role) and show up in your agents list.  Are these agents assigned to the queues that you have planning groups for?



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Planning Group- adding an agent to one

    Posted 08-11-2023 17:22
    No replies, thread closed.

    Hi,

    Our WFM team is having the same issue with some agents.  They do show as schedulable, they show in the Agents list, and they are assigned to the same queues, with the same skills, as agents who are showing in planning groups.  Any more thoughts?  I have not yet opened a ticket with Genesys support, was searching for an answer first.

    Thanks!

    Connie



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    Connie Thomas
    Co-operators CGIC
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    Original Message


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