Workforce Engagement Management

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  • 1.  Schedule History

    Top 25 Contributor
    Posted 11-09-2022 14:59
    Has anyone noticed that when viewing schedule history for an agent sometimes it will show that there is "no history"? We notice sometimes it is displaying no history - when really there should be history to view (i.e. we just updated/changed that schedule recently). Wondering how we would go about fixing this!

    #GenesysCloudCX
    #WorkforceManagement
    #Scheduling
    #Other/NotSure

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    Addison Hild
    Athene
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  • 2.  RE: Schedule History

    GENESYS
    Posted 11-10-2022 08:17

    https://help.mypurecloud.com/articles/undo-redo-unsaved-changes-schedule/

    • When an agent does not have an associated shift for the selected date, or the selected shift does not have published history, then the shift history dialog box displays a "The selected shift has no history" message. To view history from the schedule to which the agent was previously associated, click Load more history.

    Since you do not see the 'Load more history', then it suggests for that schedule and agent shift, that there is no published shift history (i.e., their shift hasn't changed since initial publish for this schedule period). If you can reproduce the issue after having modified the shift in a published schedule, then I would recommend opening a support ticket.

    The only other way I could duplicate similar is if I have a completely unchanged published shifts, make several edits that amount to ultimately no change (e.g., I moved a break out 15m and then back in). In that case I would see the two changes, but when I publish and then look at shift history it shows 'The selected shift has no history' because there was no delta with the changes cancelling out.

    Not relevant to this, but wanted to comment further on the 'Load more history' button... It will be shown if there was a prior published schedule and an entirely new schedule was created and then was published - load more history would load the prior published (for the same time period) shift history when looking at the 'replacement' published schedule.



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    Jay Langsford
    VP, R&D
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  • 3.  RE: Schedule History

    Top 25 Contributor
    Posted 11-18-2022 11:56
    Hi Jay!

    Thanks for this information! We are noticing that after we publish schedules, we will then update an agents schedule and then go back to view the history later and it will show that there is no shift history for this agent. In these cases, we know that we edited the schedule since we published. We find these events to be very random. In theory, since we have published schedules the shift history button should be showing us the old schedule and then the change that we made. However, we are seeing neither.

    Any idea why this might be happening?

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    Addison Hild
    Athene
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  • 4.  RE: Schedule History

    GENESYS
    Posted 11-18-2022 16:16
    I am sorry you are encountering issues with shift history. I don't have ideas other than that you are hitting a possible bug. I would recommend opening up a support ticket with Genesys so we can investigate further. We will continue to attempt to duplicate. If we find anything, I will post back on this thread.

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    Jay Langsford
    VP, R&D
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