Genesys Cloud - Main

We are facing a situation in our schedules, Even-though we have a forecast on 9AM-12PM on Monday PureCloud still does not schedule agents during that Period however during the same time on Tuesday it schedules the Staff perfectly. I have used the same Work plan methodology and it works for other management units. I have attached some snapshots if that help. Please let me know if anyone has a suggestion to correct this.

Regards,
Rehman

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Abdul Rehman Shaikh
HelloFresh
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Who is scheduled and when is governed by load, resources, and the resources constraints. Without much to go on I would say either need is driving schedules later in the day and/or constraints are not allowing earlier start times. The Forecast/Scheduled roll is across all load and resource (e.g., across all unique queue + media type + language + skill(s)) - e.g., a Forecast need of 6 may require specific capabilities of a subset of agents that cannot work that early even though other agents could be scheduled that early and not really handle the interactions forecast.

I would suggest opening a support case and provide the text from the "Schedule Generation Results" dialog which is accessible in the Schedules list page via a link per scheduling run/attempt in the "Generation Results" column - utilize the "Copy Support Info to Clipboard".

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Hi Jay,

I already got the error here. I should have closed the discussion yesterday.

The issue was The agents not having a schedule week before Hence PureCloud WFM was not able to schedule. It is working fine now.

Regards,
Rehman

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Abdul Rehman Shaikh
HelloFresh
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Original Message:
Sent: 07-30-2018 08:41
From: Jay Langsford
Subject: PureCloud WFM does not schedule during Mon 9AM-12PM

Who is scheduled and when is governed by load, resources, and the resources constraints. Without much to go on I would say either need is driving schedules later in the day and/or constraints are not allowing earlier start times. The Forecast/Scheduled roll is across all load and resource (e.g., across all unique queue + media type + language + skill(s)) - e.g., a Forecast need of 6 may require specific capabilities of a subset of agents that cannot work that early even though other agents could be scheduled that early and not really handle the interactions forecast.

I would suggest opening a support case and provide the text from the "Schedule Generation Results" dialog which is accessible in the Schedules list page via a link per scheduling run/attempt in the "Generation Results" column - utilize the "Copy Support Info to Clipboard".

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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