Workforce Engagement Management

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  • 1.  Unable to Produce Agent Schedule

    Posted 01-13-2025 11:52

    Hello,

    We are currently experiencing an issue with schedule generation. After the schedule is generated, the schedule is completely blank with no agents or shifts. Clicking on the error messages under "Generation Results" on the Schedules page shows an error for every agent: "Unable to produce agent schedule."

    Normally our schedule is generated in 6-week increments. Interestingly, if I run the schedule for a 2-week period this issue goes away and the schedule generates correctly. Any other period of time, however, and this issue pops up. I have tried running the schedule in 3-, 4-, 5-, and 6-week increments--- all resulting in the error. 

    Anyone else seeing this issue?

    Thanks,

    Matt Pleus

    Business Systems Analyst


    #Scheduling

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    Matthew Pleus
    Engineer
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  • 2.  RE: Unable to Produce Agent Schedule

    Posted 01-13-2025 14:25

    by chance are any of the dates in the schedule overlapping?



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    Yvonne Martinez
    AVP, Contact Center
    Rally Credit Union
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  • 3.  RE: Unable to Produce Agent Schedule

    Posted 01-14-2025 09:03

    Matthew, 

    I've attempted to reproduce this error, but am unable to.  I think your next course of action is to open a Care ticket so we can investigate. 

    Chuck



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    Chuck Swain
    Genesys
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  • 4.  RE: Unable to Produce Agent Schedule

    Posted 01-14-2025 09:12

    This type of issue is indicative of a conflict between Work Plan constraints, causing a scenario in which the schedule engine can only generate a schedule for a specific time period.

    As Chuck suggests, please raise a care ticket for this issue and one of the team will be able to help validate the scheduling constraints and investigate further for you.

    Paul



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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