Genesys Cloud - Main

Hello - I am stuck and hoping someone can help me.

As a system administrator with access to pretty much everything, I am able to get inbox notifications when I have an employee submit a PTO request and when I have employees submit for a shift swap. My WFM team is unable to get the same notifications, even though they have the same WFM permissions as I do. I found this resource with a list of roles needed to view these in the inbox: Access schedule notifications - Genesys Cloud Resource Center

If I remove the roles from my admin position I do not get notifications. If I add them back I do. If I do the same thing for my admin WFM role, the end users are not getting the inbox notifications, so I feel like there is another prerequisite that is not listed on that resource that I am missing, but they have pretty much full WFM permissions. Can anyone think of what I may be missing? 

Hello Ashley,

I do have one quick question about this issue that you're experiencing: is the WFM team assigned to the same division? While the basic permissions that you linked to are necessary, notifications only route to users who have the appropriate WFM permissions for the specific division that contains the agent's management unit. Since you are a system administrator, you likely have permissions across all divisions (or the Home division with broad access) within your organization. Your WFM team members may only have permissions assigned to specific divisions that don't include the management units where the requesting agents belong.

I would recommend that you check your WFM team's role assignments and ensure their WFM permissions are granted for the correct divisions that contain the management units where employees are submitting requests. The division assignment of the submitting agent or the WFM team member doesn't matter. What matters is having the Edit permission scoped to the division containing the agent's management unit.