Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Workforce Management - Unable to add agents

    Posted 11-25-2018 17:37
    No replies, thread closed.

    Hi

    Is anyone else having problems trying to add agents to a management unit in the Workforce Management Module?

    When I search for the agent, the following error appears:

    "An error occurred attempting to load"

    I've tested this across two different organisations and I'll also tried to create new management units and it doesn't work.

    Any help would be appreciated.


    #Unsure/Other

    ------------------------------
    Peter Dimatulac
    BizCover
    ------------------------------


  • 2.  RE: Workforce Management - Unable to add agents

    Posted 11-25-2018 17:46
    No replies, thread closed.
    I am not getting that error, however when I try to add an agent it doesn't find any agents when I type in the name of an agent I know can be added. Oddly, when I enter the queue name, that same agent is found and able to be added.

    If you have already verified that your agents have the proper permissions to allow their being added (https://help.mypurecloud.com/articles/about-workforce-management-roles-and-permissions/), please enter a ticket with Customer Care.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Workforce Management - Unable to add agents

    Posted 11-25-2018 18:19
    No replies, thread closed.
    Thanks George. Good to know there is a workaround.

    I will log a job with support.

    ------------------------------
    Peter Dimatulac
    BizCover
    ------------------------------

    Original Message


  • 4.  RE: Workforce Management - Unable to add agents

    Posted 11-26-2018 08:11
    No replies, thread closed.
    @Peter Dimatulac, we have a case open for the same issue. ​It was noticed a week back.

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 5.  RE: Workforce Management - Unable to add agents

    Posted 11-25-2018 22:41
    No replies, thread closed.
    Yep - same problem here, noticed 2 weeks ago by our WFM person.  Looks like a code regression bug to me but I could be wrong.

    Have lodged a support ticket for this and received a semi-helpful answer but not what we need.

    thanks

    Christian

    ------------------------------
    Christian Legg
    MyBudget Purecloud Administrator
    ------------------------------

    Original Message


  • 6.  RE: Workforce Management - Unable to add agents

    Posted 11-26-2018 03:50
    No replies, thread closed.
    Just faced the exact problem @Peter Dimatulac now and the behavior is exactly what @George Ganahl as stated. I can add agents via Queue but not via Agents radio button.​​​

    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies - Dubai
    ------------------------------

    Original Message


  • 7.  RE: Workforce Management - Unable to add agents

    Posted 11-26-2018 13:22
    No replies, thread closed.
    Hi everybody, the team is working on a fix right now and it should be available sometime today.  In addition to any support response, I will also respond here when the fix is live.  

    In the meantime, you can use the "Add via Queue" method mentioned above.

    ------------------------------
    Joe Behymer
    PureCloud Workforce Management Development Team
    ------------------------------

    Original Message


  • 8.  RE: Workforce Management - Unable to add agents

    Posted 11-26-2018 14:12
    No replies, thread closed.
    Fix is now live.


    ------------------------------
    Joe Behymer
    PureCloud Workforce Management Development Team
    ------------------------------

    Original Message


  • 9.  RE: Workforce Management - Unable to add agents

    Posted 11-26-2018 14:17
    No replies, thread closed.
    A refresh of my screen, and I was able to add the agents as expected.

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 10.  RE: Workforce Management - Unable to add agents

    Posted 11-26-2018 18:47
    No replies, thread closed.
    Thanks for following this one Joe.

    I can confirm that the fix has worked for me too and shall be closing my support ticket which has yet to be updated, but hey - left hand, right hand - right?

    C

    ------------------------------
    Christian Legg
    MyBudget
    ------------------------------

    Original Message


Related Content