Genesys Cloud - Main

I am aware of one escalation from Care around intraday monitoring not showing actuals. This was due to errant planning group configuration post-release. Specifically all planning groups', their route paths, were changed to be single-skill when actuals always were multi-skill. We confirmed that post-migration things were fine, then the changes by and end-user caused the issue. I would suggest doing searches on valid route paths in your planning groups - we search the past 6-weeks for actual route paths. If you've configured or changed route paths where they do not actually match actual route paths you will see less to zero actual values in intraday monitoring. I would suggest you continue to work with Care on your open ticket.

Note that changes to planning groups require a new forecast and schedule to pickup the changes.

I am aware of one escalation from Care around intraday monitoring not showing actuals. This was due to errant planning group configuration post-release. Specifically all planning groups', their route paths, were changed to be single-skill when actuals always were multi-skill. We confirmed that post-migration things were fine, then the changes by and end-user caused the issue. I would suggest doing searches on valid route paths in your planning groups - we search the past 6-weeks for actual route paths. If you've configured or changed route paths where they do not actually match actual route paths you will see less to zero actual values in intraday monitoring. I would suggest you continue to work with Care on your open ticket.

Note that changes to planning groups require a new forecast and schedule to pickup the changes.

"follow up with our Development Team, and just an hour ago they are already working on a fix that should be sent to the platform, though there is no ETA  it looks to be sooner.

There are multiple issues going on with the Intraday values, in WFM with alot of Organizations affected."

I am aware of one escalation from Care around intraday monitoring not showing actuals. This was due to errant planning group configuration post-release. Specifically all planning groups', their route paths, were changed to be single-skill when actuals always were multi-skill. We confirmed that post-migration things were fine, then the changes by and end-user caused the issue. I would suggest doing searches on valid route paths in your planning groups - we search the past 6-weeks for actual route paths. If you've configured or changed route paths where they do not actually match actual route paths you will see less to zero actual values in intraday monitoring. I would suggest you continue to work with Care on your open ticket.

Note that changes to planning groups require a new forecast and schedule to pickup the changes.

I am aware of one escalation from Care around intraday monitoring not showing actuals. This was due to errant planning group configuration post-release. Specifically all planning groups', their route paths, were changed to be single-skill when actuals always were multi-skill. We confirmed that post-migration things were fine, then the changes by and end-user caused the issue. I would suggest doing searches on valid route paths in your planning groups - we search the past 6-weeks for actual route paths. If you've configured or changed route paths where they do not actually match actual route paths you will see less to zero actual values in intraday monitoring. I would suggest you continue to work with Care on your open ticket.

Note that changes to planning groups require a new forecast and schedule to pickup the changes.