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  • 1.  Supervisor/WFM

    Posted 07-27-2024 10:25
    No replies, thread closed.

    Hello, Had an incident reported 50 Agents kicked Off-queue during peak busy.  Last names A thru D.  WFM was able to put them back On-Queue.  Audit shows this was done by a Supervisor.  I'm trying to find out what she did to mass update?  Gen Support so far thinks I'm asking can you mass skill/unskiill agents and started talking API's.  Not my question and this Supervisor wouldn't have any idea bout what an Application Programming Interface is.


    #SystemAdministration

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    Tim Strong Bear
    Senture, LLC
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  • 2.  RE: Supervisor/WFM

    Posted 07-29-2024 06:40
    Edited by Samuel Jillard 07-29-2024 11:22
    No replies, thread closed.

    Hi Tim,

    Could the supervisor have deactivated the agents?

    In the Queue Performance agents tab, if the supervisor had selected all the agents in a view (which would be 50) and then selected Deactivate agents, it would have removed all the agents from the queue.

    In audit view this would show as Entity Type: Queue and Action: Member Update

    If not then I would certainly follow up with care and explain the scenario again, as they may need to check the logs to see what happened.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Supervisor/WFM

    Posted 07-29-2024 11:11
    No replies, thread closed.

    I believe you are spot on, being they were alphabetical last names A thru D.  I hope it was a User Error, rather than the steps being obvious as to what she was doing. 



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    Tim Strong Bear
    Senture, LLC
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    Original Message


  • 4.  RE: Supervisor/WFM

    Posted 07-29-2024 15:03
    No replies, thread closed.

    Can agents also be bulk Activated from a Workspace View?  only see deactivate on Agents tab. 



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    Tim Strong Bear
    Senture, LLC
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    Original Message


  • 5.  RE: Supervisor/WFM
    Best Answer

    Posted 07-30-2024 06:32
    No replies, thread closed.

    You can bulk activate agents from the Queue Agents View as long as they are a member of the queue by clicking on the (Inactive) link at the bottom of the view



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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