Genesys Cloud CX

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  • 1.  Utilizations changes

    Posted 2 days ago
    Edited by Megan Coolbeth 2 days ago

    Hi, we are currently in a situation where we are updating utilizations for our agents pretty often. However, we are finding that changes that were made are not saving. We will change someone to be Email only, but then we will go in later and find the changes didn't stick. We have asked everyone with access in these situations and everyone says they didn't revert it back. Its confirmed that we make the change, we hit Save and the pop up appear saying it was successful. 

    Is there a possibility of system issues with this when lots of utilization changes are occurring for the agents?


    #Implementation
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration


  • 2.  RE: Utilizations changes

    GENESYS
    Posted yesterday
    HI Megan

    Maybe you can check if they appear in audit log

    https://help.mypurecloud.com/articles/about-the-audit-log-viewer/

    Its an useful tool also to monitor changes

    Let me know

    Regards

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    Alberto Sagredo
    Sr Technical Account Manager EMEA
    Genesys - Employees
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  • 3.  RE: Utilizations changes

    GENESYS
    Posted 22 hours ago
    Hello Megan,

    Confirming the change via audit logs as Alberto mentioned is a good way to see if the settings were accepted and if something in the system is causing a revert. It may even be the case that someone else is accidentally/mistakenly overwriting the changes. I also want to highlight the two levels of configuring utilization - at the org level and at the agent (user) level. From your post it sounds like you are configuring at agent level, therefore it should override the org level settings. I bring this up because the "reverting" of the utilization settings might be a conflict between these two types of configuration.

    When did you begin to experience this issue? You mention that you change utilization pretty often - perhaps we can find some other lead based off the time you started to notice the reverting behavior.

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    Nico Feliciano
    Genesys - Employees
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  • 4.  RE: Utilizations changes

    Posted 9 hours ago
    Out of curiosity, how much "later" is it you find out the changes didn't stick?  If you go back in after only 1 minute are they still set as you expect or does it look like they have reverted that quickly too?

    Also, how likely is it that another supervisor/admin may have the same agent's utilization screen open at the same time?

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    Vaun McCarthy
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