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  • 1.  Time-OFFs locking in an Agent

    Posted 20 days ago

    Is anyone else experiencing a problem where you go in and Enter a Time-Off for an Agent.

    You are then UNABLE to select any other agent.

    My selection panel goes between just the Agent, or The Agent and myself.

    The only way to then change it is to go completely out to schedules, change the MU, then come back to Time-Offs and change the MU Again.

    My colleague on a different Computer is experiencing the same issues.

    Any thoughts or ideas??


    #TimeOff,AbsenceManagement

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    Wayde Masters
    Demand Forecasting & Resource Officer
    ------------------------------


  • 2.  RE: Time-OFFs locking in an Agent

    Posted 19 days ago

    Is anybody else experiencing this that can help, Wayde? 

    You could try these steps first:

    1. Clear Browser Cache - Since Genesys Cloud is a browser-based platform with frequent updates, cached files can conflict with new features and cause UI glitches. Clear your browser cache completely and refresh, or if using the desktop app, right-click the Genesys Cloud logo and select "Refresh."
    2. Try a Different Browser/Workstation - Since your colleague is experiencing the same issue, test with a different browser or in an incognito/private window to rule out browser-specific problems.
    3. Log Out and Back In - Sometimes a fresh session can resolve UI state issues

    If the basic troubleshooting doesn't resolve it, I'd recommend opening a support case with Genesys Cloud Product Support, as this appears to be a potential product defect that may need engineering investigation. Since multiple users are experiencing it, documenting the exact steps to reproduce will be valuable.



    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 3.  RE: Time-OFFs locking in an Agent

    Posted 19 days ago
    Edited by Matt Tucker 19 days ago

    Our organization is experiencing the same.  Different devices, Chrome and Edge, as well as the Desktop App.  Our Premier Partner has opened a case.

    Edit:  Upon re-reading your issue, ours is a bit different.  We are experiencing an issue in Time-Off Requests when selecting the View All Pending drop down to select View by Agent; it no longer provides the list of agents.  Only shows those with Pending.  



    ------------------------------
    Matt Tucker
    IT
    ------------------------------

    Original Message


  • 4.  RE: Time-OFFs locking in an Agent

    Posted 18 days ago

    Matt,

    I noticed the same thing yesterday as well. I was trying to search by Agent, an agents time off request, and it would not let me. I had to go by date to be able to view the agents time off requests. Searching would only allow you to search for those that appeared in the list. Did not catch it was only those that were pending. I thought it was just us, but sounds like something changed, as it was fine last week. 



    ------------------------------
    Sarah Blizzard
    Workforce Performance Specialist, PEFCU
    ------------------------------

    Original Message


  • 5.  RE: Time-OFFs locking in an Agent

    Posted 19 days ago

    Hi @Tracy Vickers,

    Cleared the Cache, went to the Selection List - All Agents Available

    Added the Time Offs for October, then Saved

    Takes me to the Pending List, with 1 Agent (who I am not approving, as I need to discuss with the Agent, and they are off shift)

    I then change to "View by Agent", and the list is limited to the Original Agent and Myself

    Which is weird, as my "Agent Profile" that we use for Testing, is in a completely different MU.

    I hit Refresh about 4 or 5 times, then and only then can I get the full agent list.

    Regards

    Wayde



    ------------------------------
    Wayde Masters
    Demand Forecasting & Resource Officer
    ------------------------------

    Original Message


  • 6.  RE: Time-OFFs locking in an Agent

    Posted 19 days ago

    Hi @Wayde Masters

    We are also experiencing the random time off issues.

    People who aren't even in Management Units will show and other agents in the MU will not be available to search.

    Have you had any response with your case as we were about to lodge one.



    ------------------------------
    Rachel Curry
    Red Energy Pty Ltd.
    ------------------------------

    Original Message


  • 7.  RE: Time-OFFs locking in an Agent

    Posted 19 days ago
    Edited by Wayde Masters 19 days ago

    Nothing Further at this time, but my IT Department logs a ticket with our Genesys Partner, who then escalate to Genesys.

    I have logged one, but will wait for a response.



    ------------------------------
    Wayde Masters
    Demand Forecasting & Resource Officer
    ------------------------------

    Original Message


  • 8.  RE: Time-OFFs locking in an Agent

    Posted 19 days ago

    Hi Wayde,

    I think opening a Support case would be the best option at this time. I have also made the Product Team aware of this thread.

    Keep us posted on how things progress.



    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


  • 9.  RE: Time-OFFs locking in an Agent

    Posted 18 days ago

    You're definitely not alone in experiencing this. Other Genesys WFM users have reported this exact issue with the agent selection panel, where the dropdown list gets "locked" and only shows the agent you just selected or yourself.

    Here's a summary of what you're dealing with and some steps to address it:

    📝 The Issue

    The behavior you're describing-being unable to select other agents after entering a time-off request and needing to switch Management Units to reset the view-has been discussed in the Genesys community as a bug. It seems to be a problem with the "View by Agent" filter not resetting or refreshing its state correctly after an action is taken.

    💡 Troubleshooting Steps

    While the core solution depends on Genesys Cloud (the underlying system) fixing this as a bug, here are some steps you can take:

    1. Report it officially: Since this is a confirmed issue for others, the most effective action is to report it directly to Genesys Cloud Care. Opening a support case will help:
      • Confirm if this is a known bug that they are already tracking.
      • Provide you with an official record of the problem and potential updates.
      • Raise the priority of the issue based on the number of customers reporting it.
    2. Check your filters: When you're in the time-off request view, pay close attention to any active filters. A related issue has been observed where the filter doesn't clear the previous selection, causing the list to show the original agent's name alongside agents from other Management Units. Even if you don't see a filter applied, the system might still be holding onto one.
    3. Identify a pattern for the workaround: You've already found a workaround (changing MUs), which matches what other users have reported. You might try to isolate if it happens with specific agents or after taking a particular sequence of steps to share with Genesys Support.

    Given that this problem appears to be a bug in Genesys Cloud's user interface, it's unlikely there's a setting you can change to fix it permanently. The key is to report it to get it on the development team's radar for a fix.



    ------------------------------
    Camila Meneghini
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  • 10.  RE: Time-OFFs locking in an Agent
    Best Answer

    Posted 18 days ago

    Thanks for reporting this and for sharing the detailed observations. We investigated the issue and confirmed it was a defect that was inadvertently introduced in a recent deployment. That deployment was rolled back today at approximately 16:37 UTC, and the issue should now be resolved.

    We apologize for the inconvenience this caused and appreciate everyone's patience and the detailed reports.



    ------------------------------
    Vidas Placiakis
    Genesys
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