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  • 1.  Unable to Add Rep to Work Team

    Posted 10-16-2023 16:43
    No replies, thread closed.

    ADMIN> Directory> Work Team

    Any ideas as to why a rep's name would not show up on the drop down list to be added to a Work Team?

    Below are the areas checked, and confirmed to be correct, as to what could possibly hang up the name from appearing:

    -The division assignment matches for the work team and rep.

    -The MU that the rep is a part of is included within the division. 

    -All Roles are correctly assigned.

    -Rep is not a member of any other Work Team. 

    -All members of the team are assigned to the same division.

    -The person making the rep move (adding rep to the Work Team) has the appropriate division/admin permissions. 

    -The Work Team does not come close to exceeding max members. 

    -Typing in the rep's full name shows no results, spelling matches Profile in Genesys. 

    - "Reports To:" via Agent Performance, is correct for the rep. 

    -Waited over the weekend for system to update a few days in hopes it would show up. This actually did work in regards to the same situation for 3 other reps, but for this particular rep in question, it has been 4 days with unsuccessful results in terms of adding said rep to the appropriate Work Team. 

    Would greatly appreciate any solutions or ideas! 

    Thanks!


    #QualityManagement
    #SystemAdministration
    #Telephony
    #Unsure/Other

    ------------------------------
    Shelby Keene
    Mapfre Tech SA
    ------------------------------


  • 2.  RE: Unable to Add Rep to Work Team

    Posted 10-16-2023 17:18
    No replies, thread closed.

    Hi Shelby.... not saying this wasn't checked properly but are you quite sure they're not in any other work team already?  I had a client go through exactly this recently.



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 3.  RE: Unable to Add Rep to Work Team

    Posted 10-18-2023 09:09
    No replies, thread closed.

    Hi Vaun, 

         Yes, very sure they are not on another team as this was checked multiple times to be sure. Thanks!



    ------------------------------
    Shelby Keene
    Mapfre Tech SA
    ------------------------------

    Original Message


  • 4.  RE: Unable to Add Rep to Work Team

    Posted 10-17-2023 08:01
    No replies, thread closed.

    Watching...we have the exact same issue with just one agent.  Everything is as you describe but they are not available for selection in the workteam.  We have a ticket open with Genesys on it that we opened on 10/05 but as of today have not gotten a response.



    ------------------------------
    Melodie Brandle
    Breezeline
    ------------------------------



  • 5.  RE: Unable to Add Rep to Work Team

    Posted 10-18-2023 03:52
    No replies, thread closed.

    Hi

    We also had this issue but with multiple agents.  We ended up using the developer API page to add the missing agents to teams - https://developer.genesys.cloud/devapps/api-explorer

    Scroll down the list on the right to the tickbox for Teams, then find the API in the centre section for 'Add team members'.  Then you need the details of the team and the detail of the agent / agents to add to the team.  You can get this from the URL when viewing the team or agent in the regular Genesys view.

    Once the missing agents had been added to the right team via the API, they appeared in the work team list in the normal Genesys interface.  As a test, we tried removing one of them again to see if they would then appear in the list of available agents to add - they didn't... So we added them back in via the API and at present all our workteams are right.

    Fortunately, most of our work teams are pretty static, so hopefully the fix will be completed by the next time we need to amend the lineup!



    ------------------------------
    Dave T
    RCN
    ------------------------------

    Original Message


  • 6.  RE: Unable to Add Rep to Work Team

    Posted 10-18-2023 09:14
    No replies, thread closed.

    Hi Dave,

         This worked perfectly! Thank you so much!



    ------------------------------
    Shelby Keene
    Mapfre Tech SA
    ------------------------------

    Original Message


  • 7.  RE: Unable to Add Rep to Work Team

    Posted 10-17-2023 08:08
    No replies, thread closed.

    I am in the same business as Melodie below, so not a new case but I wanted to add that our representative did move before the issue occured. The timeline is: 

    1. Rep was in Division A on Work Team A
    2. Rep was loaned to Division B so was removed from Work Team A and added to Work Team B in Division B
    3. Rep was no longer on loan so was removed from Work Team B and moved back to Division A
    4. Rep can not be added back to Work Team A

    Is this similar to your case?



    ------------------------------
    Aaron Buckley
    Breezeline
    ------------------------------



  • 8.  RE: Unable to Add Rep to Work Team

    Posted 10-18-2023 09:17
    No replies, thread closed.

    Hi Aaron, 

         It is the case that this rep was reassigned to different divisions over a period of time, but ironically this particular rep was unable to be added to any Work Team. The API suggestion above from Dave worked like a charm in adding the rep to the appropriate Work Team. Thanks! 



    ------------------------------
    Shelby Keene
    Mapfre Tech SA
    ------------------------------

    Original Message


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