Workforce Engagement Management

The past (4) weeks, when generating a weekly schedule for (1) of our BU's, each week, a different agent's schedule will not populate in the schedule. It shows no schedule history and even when doing the reschedule, it will not populate a schedule. This is only happening with (1) of our BU's out of (12), it has not been the same employee, it's a different agent each week and so far none of the (4) agent's share the same work plan. We have even deleted the work plan for one agent and created a new one and it still would not generate. Yet the next week, that agents schedule generates fine, but then a different agent experiences this issue. We end up manually creating the schedule for the agent, but we don't know why this is happening or how to fix it. Has anyone else had this happen? 

Details of what's happened:

Schedule generated on 8/1/25 for the week of 08/17 - 08/23/25:

• Analyst: SA created forecast and generated schedule
• Agent: RS
• Custom Workplan: 0800-1700 M-F 60L  - this agent is the only agent assigned to this workplan

Schedule generated on 8/8/25 for the week of 08/24 - 08/31/25:

• Analyst: LC created forecast and generated schedule
• Agent: JM
• Custom Workplan: 1000-1830 M-F - this agent is the only agent assigned to this workplan

Schedule generated on 8/15/25 for the week of 09/01 - 09/06/25:

• Analyst: LC created forecast and generated schedule
• Agent: NM
• Custom Workplan: 1000-1830 M-F  - this agent is the only agent assigned to this workplan

Schedule generated on 8/22/25 for the week of 09/07 - 09/13/25:

• Analyst: SA created forecast and generated schedule
• Agent: SF
• Shared Workplan: 0830-1700 M-F - this workplan is assigned to other agents as well, their schedules generated as normal, but agent SF did not.

Do the work plans pass validation? Post schedule generation does the schedule generation information call out issues with these agents? If nothing obvious, then I would recommend opening a support case.

The past (4) weeks, when generating a weekly schedule for (1) of our BU's, each week, a different agent's schedule will not populate in the schedule. It shows no schedule history and even when doing the reschedule, it will not populate a schedule. This is only happening with (1) of our BU's out of (12), it has not been the same employee, it's a different agent each week and so far none of the (4) agent's share the same work plan. We have even deleted the work plan for one agent and created a new one and it still would not generate. Yet the next week, that agents schedule generates fine, but then a different agent experiences this issue. We end up manually creating the schedule for the agent, but we don't know why this is happening or how to fix it. Has anyone else had this happen? 

Details of what's happened:

Schedule generated on 8/1/25 for the week of 08/17 - 08/23/25:

• Analyst: SA created forecast and generated schedule
• Agent: RS
• Custom Workplan: 0800-1700 M-F 60L  - this agent is the only agent assigned to this workplan

Schedule generated on 8/8/25 for the week of 08/24 - 08/31/25:

• Analyst: LC created forecast and generated schedule
• Agent: JM
• Custom Workplan: 1000-1830 M-F - this agent is the only agent assigned to this workplan

Schedule generated on 8/15/25 for the week of 09/01 - 09/06/25:

• Analyst: LC created forecast and generated schedule
• Agent: NM
• Custom Workplan: 1000-1830 M-F  - this agent is the only agent assigned to this workplan

Schedule generated on 8/22/25 for the week of 09/07 - 09/13/25:

• Analyst: SA created forecast and generated schedule
• Agent: SF
• Shared Workplan: 0830-1700 M-F - this workplan is assigned to other agents as well, their schedules generated as normal, but agent SF did not.

Yes they all pass validation. In the schedule generation it shows a warning and just says "unable to produce agent schedule".

Do the work plans pass validation? Post schedule generation does the schedule generation information call out issues with these agents? If nothing obvious, then I would recommend opening a support case.

The past (4) weeks, when generating a weekly schedule for (1) of our BU's, each week, a different agent's schedule will not populate in the schedule. It shows no schedule history and even when doing the reschedule, it will not populate a schedule. This is only happening with (1) of our BU's out of (12), it has not been the same employee, it's a different agent each week and so far none of the (4) agent's share the same work plan. We have even deleted the work plan for one agent and created a new one and it still would not generate. Yet the next week, that agents schedule generates fine, but then a different agent experiences this issue. We end up manually creating the schedule for the agent, but we don't know why this is happening or how to fix it. Has anyone else had this happen? 

Details of what's happened:

Schedule generated on 8/1/25 for the week of 08/17 - 08/23/25:

• Analyst: SA created forecast and generated schedule
• Agent: RS
• Custom Workplan: 0800-1700 M-F 60L  - this agent is the only agent assigned to this workplan

Schedule generated on 8/8/25 for the week of 08/24 - 08/31/25:

• Analyst: LC created forecast and generated schedule
• Agent: JM
• Custom Workplan: 1000-1830 M-F - this agent is the only agent assigned to this workplan

Schedule generated on 8/15/25 for the week of 09/01 - 09/06/25:

• Analyst: LC created forecast and generated schedule
• Agent: NM
• Custom Workplan: 1000-1830 M-F  - this agent is the only agent assigned to this workplan

Schedule generated on 8/22/25 for the week of 09/07 - 09/13/25:

• Analyst: SA created forecast and generated schedule
• Agent: SF
• Shared Workplan: 0830-1700 M-F - this workplan is assigned to other agents as well, their schedules generated as normal, but agent SF did not.

Hi Laura,

Did you raise a ticket for this or find a solution?

Paul

Yes they all pass validation. In the schedule generation it shows a warning and just says "unable to produce agent schedule".

Do the work plans pass validation? Post schedule generation does the schedule generation information call out issues with these agents? If nothing obvious, then I would recommend opening a support case.

The past (4) weeks, when generating a weekly schedule for (1) of our BU's, each week, a different agent's schedule will not populate in the schedule. It shows no schedule history and even when doing the reschedule, it will not populate a schedule. This is only happening with (1) of our BU's out of (12), it has not been the same employee, it's a different agent each week and so far none of the (4) agent's share the same work plan. We have even deleted the work plan for one agent and created a new one and it still would not generate. Yet the next week, that agents schedule generates fine, but then a different agent experiences this issue. We end up manually creating the schedule for the agent, but we don't know why this is happening or how to fix it. Has anyone else had this happen? 

Details of what's happened:

Schedule generated on 8/1/25 for the week of 08/17 - 08/23/25:

• Analyst: SA created forecast and generated schedule
• Agent: RS
• Custom Workplan: 0800-1700 M-F 60L  - this agent is the only agent assigned to this workplan

Schedule generated on 8/8/25 for the week of 08/24 - 08/31/25:

• Analyst: LC created forecast and generated schedule
• Agent: JM
• Custom Workplan: 1000-1830 M-F - this agent is the only agent assigned to this workplan

Schedule generated on 8/15/25 for the week of 09/01 - 09/06/25:

• Analyst: LC created forecast and generated schedule
• Agent: NM
• Custom Workplan: 1000-1830 M-F  - this agent is the only agent assigned to this workplan

Schedule generated on 8/22/25 for the week of 09/07 - 09/13/25:

• Analyst: SA created forecast and generated schedule
• Agent: SF
• Shared Workplan: 0830-1700 M-F - this workplan is assigned to other agents as well, their schedules generated as normal, but agent SF did not.