Hi Heather,
is this still happening?
Unfortunately, some Orgs have experienced an issue where Average handle times of 0 (Zero) have caused the approval to fail. This may only be on a small Planning Group but it affected the overall service goal impact calculations, this has since been fixed.
Could you please try running a Reschedule and trying again?
If the problem persists could you please raise a care ticket detailing the issue and including the following details:
- Org ID
- Schedule ID/Name
- Agent Name/ID
thanks,
Paul
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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Original Message:
Sent: 07-26-2024 02:50
From: Heather Henderson
Subject: Alternate Shifts feature in recent release
I have not yet found the answer. I am following another thread where someone has asked for a video/tutorial, and am hoping once this is shared that I can pinpoint the issue. If you can help with an answer or a tutorial, I'd be grateful.
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Heather Henderson
Admiral Group Plc
Original Message:
Sent: 07-25-2024 05:23
From: Tracy Vickers
Subject: Alternate Shifts feature in recent release
Hi Heather,
I see you haven't had a response - did you manage to find the answer?
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Tracy
Genesys
Original Message:
Sent: 07-10-2024 08:13
From: Heather Henderson
Subject: Alternate Shifts feature in recent release
I am very interested in the recent release of alternate shifts and have been trying to research this today. I am sure I am missing a piece of config here, but can anyone help me understand why this may have failed? I have attached screenshots.
#WorkforceManagement
#Scheduling
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Heather Henderson
Admiral Group Plc
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