Genesys Cloud - Main

Hello,m

What are the rules that make an agent either schedulable or not? We have a group of agents all with the same Work Plan, Planning Groups, Queues, Languages, and Skills but only a handful of them are listed as "Yes", under the Schedulable column. Are there specific required permissions for this?

Thanks, 


#Unsure/Other

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Gregory Carr
Tresta, Inc. dba PATLive
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What about the Workforce User Role?  

These are the permissions that an agent with that role will get:

This permission	Allows these actions	And requires this license
Workforce Management > Agent Schedule > Utilize Load Based	Allows an agent to be part of a load-based schedule based on forecast needs.	PureCloud 3
Workforce Management > Agent Schedule > View	View one's own workforce management schedule in the dashboard.	PureCloud 2
Workforce Management > Agent Schedule Notification > View	View notifications of changes made to the agent's schedule.	PureCloud 2
Workforce Management > Agent Schedule > Sync	Sync the agent schedule via ICS.	PureCloud 3
Workforce Management > Agent Shift Trade Request > Participate	Create, view, edit, match, and cancel shift trade requests.	PureCloud 3
Workforce Management > Agent Time Off Request > Submit	Allows agents to submit time off requests.	PureCloud 2

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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WFM has extensive articles in resource center. Main page: https://help.mypurecloud.com/articles/about-workforce-management/

https://help.mypurecloud.com/articles/about-workforce-management-roles-and-permissions/ 
Expand the 'Workforce Management agent permissions' section and you'll see info regarding the "Workforce Management > Agent Schedule > Utilize Load Based" permission which is what you are looking for.

Also the following article has a Note section near the top noting the permission required as well as worst-case the time to pick up the permission change and how to mitigate manually: https://help.mypurecloud.com/articles/generate-a-load-based-schedule/


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Jay Langsford
Senior Director, Workforce Optimization Engineering
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