When a user tried to create a coaching appointment they are unable to create one since no schedule appears. They have the quality evaluator and supervisor role. Does anyone one know of any requirement that might be needed to get the schedule to show? Like a additional role? I assume the permission in quality evaluator was enough.

Is there a published schedule for that week? That would be the obvious first thing to check given the message.

Permissions noted in resource center: https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 08-30-2024 11:23
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

When a user tried to create a coaching appointment they are unable to create one since no schedule appears. They have the quality evaluator and supervisor role. Does anyone one know of any requirement that might be needed to get the schedule to show? Like a additional role? I assume the permission in quality evaluator was enough.

#QualityManagement
#Unsure/Other

Does the specific user who is scheduling the appointment have to be part of that schedule or group as well? I did testing with a test account and it showed slots for me for the previous week but the agent having issue with the same roles as me can't get any slots for that same week. I do see schedule published and the person trying to do the coaching is in the same schedule but different business unit as the agent they are trying to schedule a appointment for. 

Original Message:
Sent: 09-01-2024 11:50
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment

Is there a published schedule for that week? That would be the obvious first thing to check given the message.

Permissions noted in resource center: https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 08-30-2024 11:23
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

When a user tried to create a coaching appointment they are unable to create one since no schedule appears. They have the quality evaluator and supervisor role. Does anyone one know of any requirement that might be needed to get the schedule to show? Like a additional role? I assume the permission in quality evaluator was enough.

#QualityManagement
#Unsure/Other

https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/ section 'Schedule a coaching appointment in a workforce management environment' has a note about the requirement that they both be in the same business unit:

Note: To ensure that the agent and the facilitator can see schedules, make sure that they belong to the same business unit. I also notice they were in a workplan where the supervisor is set to off queue for most of the schedule they are on so wonder if that is impacting the slots because they set to be off queue during that time.

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 09-06-2024 09:13
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

Does the specific user who is scheduling the appointment have to be part of that schedule or group as well? I did testing with a test account and it showed slots for me for the previous week but the agent having issue with the same roles as me can't get any slots for that same week. I do see schedule published and the person trying to do the coaching is in the same schedule but different business unit as the agent they are trying to schedule a appointment for. 

Original Message:
Sent: 09-01-2024 11:50
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment

Is there a published schedule for that week? That would be the obvious first thing to check given the message.

Permissions noted in resource center: https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 08-30-2024 11:23
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

When a user tried to create a coaching appointment they are unable to create one since no schedule appears. They have the quality evaluator and supervisor role. Does anyone one know of any requirement that might be needed to get the schedule to show? Like a additional role? I assume the permission in quality evaluator was enough.

#QualityManagement
#Unsure/Other

Hi Jay,

My bad they are in the the same business unit but a different management unit would that have any impact? 

Original Message:
Sent: 09-06-2024 10:45
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment

https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/ section 'Schedule a coaching appointment in a workforce management environment' has a note about the requirement that they both be in the same business unit:

Note: To ensure that the agent and the facilitator can see schedules, make sure that they belong to the same business unit. I also notice they were in a workplan where the supervisor is set to off queue for most of the schedule they are on so wonder if that is impacting the slots because they set to be off queue during that time.

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 09-06-2024 09:13
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

Does the specific user who is scheduling the appointment have to be part of that schedule or group as well? I did testing with a test account and it showed slots for me for the previous week but the agent having issue with the same roles as me can't get any slots for that same week. I do see schedule published and the person trying to do the coaching is in the same schedule but different business unit as the agent they are trying to schedule a appointment for. 

Original Message:
Sent: 09-01-2024 11:50
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment

Is there a published schedule for that week? That would be the obvious first thing to check given the message.

Permissions noted in resource center: https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 08-30-2024 11:23
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

When a user tried to create a coaching appointment they are unable to create one since no schedule appears. They have the quality evaluator and supervisor role. Does anyone one know of any requirement that might be needed to get the schedule to show? Like a additional role? I assume the permission in quality evaluator was enough.

#QualityManagement
#Unsure/Other

I think that should be fine. @Jacou Sarrazin can you confirm?

I noticed initial post you mentioned about the person mostly in off queue. I'd check which activity codes you have configured as interruptible. Uninterruptible activity codes are not considered as possible slots.

Hi Jay,

My bad they are in the the same business unit but a different management unit would that have any impact? 

Original Message:
Sent: 09-06-2024 10:45
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment

https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/ section 'Schedule a coaching appointment in a workforce management environment' has a note about the requirement that they both be in the same business unit:

Note: To ensure that the agent and the facilitator can see schedules, make sure that they belong to the same business unit. I also notice they were in a workplan where the supervisor is set to off queue for most of the schedule they are on so wonder if that is impacting the slots because they set to be off queue during that time.

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 09-06-2024 09:13
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

Does the specific user who is scheduling the appointment have to be part of that schedule or group as well? I did testing with a test account and it showed slots for me for the previous week but the agent having issue with the same roles as me can't get any slots for that same week. I do see schedule published and the person trying to do the coaching is in the same schedule but different business unit as the agent they are trying to schedule a appointment for. 

Original Message:
Sent: 09-01-2024 11:50
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment

Is there a published schedule for that week? That would be the obvious first thing to check given the message.

Permissions noted in resource center: https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 08-30-2024 11:23
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

When a user tried to create a coaching appointment they are unable to create one since no schedule appears. They have the quality evaluator and supervisor role. Does anyone one know of any requirement that might be needed to get the schedule to show? Like a additional role? I assume the permission in quality evaluator was enough.

#QualityManagement
#Unsure/Other

Thanks so if "Is Interupible"is not selected then that means we can not schedule a coaching session over it?

I think that should be fine. @Jacou Sarrazin can you confirm?

I noticed initial post you mentioned about the person mostly in off queue. I'd check which activity codes you have configured as interruptible. Uninterruptible activity codes are not considered as possible slots.

Hi Jay,

My bad they are in the the same business unit but a different management unit would that have any impact? 

Original Message:
Sent: 09-06-2024 10:45
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment

https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/ section 'Schedule a coaching appointment in a workforce management environment' has a note about the requirement that they both be in the same business unit:

Note: To ensure that the agent and the facilitator can see schedules, make sure that they belong to the same business unit. I also notice they were in a workplan where the supervisor is set to off queue for most of the schedule they are on so wonder if that is impacting the slots because they set to be off queue during that time.

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 09-06-2024 09:13
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

Does the specific user who is scheduling the appointment have to be part of that schedule or group as well? I did testing with a test account and it showed slots for me for the previous week but the agent having issue with the same roles as me can't get any slots for that same week. I do see schedule published and the person trying to do the coaching is in the same schedule but different business unit as the agent they are trying to schedule a appointment for. 

Original Message:
Sent: 09-01-2024 11:50
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment

Is there a published schedule for that week? That would be the obvious first thing to check given the message.

Permissions noted in resource center: https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 08-30-2024 11:23
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

When a user tried to create a coaching appointment they are unable to create one since no schedule appears. They have the quality evaluator and supervisor role. Does anyone one know of any requirement that might be needed to get the schedule to show? Like a additional role? I assume the permission in quality evaluator was enough.

#QualityManagement
#Unsure/Other

Thanks so if "Is Interupible"is not selected then that means we can not schedule a coaching session over it?

I think that should be fine. @Jacou Sarrazin can you confirm?

I noticed initial post you mentioned about the person mostly in off queue. I'd check which activity codes you have configured as interruptible. Uninterruptible activity codes are not considered as possible slots.

Hi Jay,

My bad they are in the the same business unit but a different management unit would that have any impact? 

Original Message:
Sent: 09-06-2024 10:45
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment

https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/ section 'Schedule a coaching appointment in a workforce management environment' has a note about the requirement that they both be in the same business unit:

Note: To ensure that the agent and the facilitator can see schedules, make sure that they belong to the same business unit. I also notice they were in a workplan where the supervisor is set to off queue for most of the schedule they are on so wonder if that is impacting the slots because they set to be off queue during that time.

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 09-06-2024 09:13
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

Does the specific user who is scheduling the appointment have to be part of that schedule or group as well? I did testing with a test account and it showed slots for me for the previous week but the agent having issue with the same roles as me can't get any slots for that same week. I do see schedule published and the person trying to do the coaching is in the same schedule but different business unit as the agent they are trying to schedule a appointment for. 

Original Message:
Sent: 09-01-2024 11:50
From: Jay Langsford
Subject: User unable to get schedule in order to create a Coaching Appointment

Is there a published schedule for that week? That would be the obvious first thing to check given the message.

Permissions noted in resource center: https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 08-30-2024 11:23
From: Jason Tran
Subject: User unable to get schedule in order to create a Coaching Appointment

When a user tried to create a coaching appointment they are unable to create one since no schedule appears. They have the quality evaluator and supervisor role. Does anyone one know of any requirement that might be needed to get the schedule to show? Like a additional role? I assume the permission in quality evaluator was enough.

#QualityManagement
#Unsure/Other