I see the issue, looks like I need to remove the agent entirely. I was attempting to reschedule them only for the future dates of this current week.
Original Message:
Sent: 03-13-2024 12:05
From: Chuck Swain
Subject: Move Agents from one MU to another.
Shelby,
Moving an agent to a new MU requires the agent to be assigned a workplan (in the new MU) then schedule generated for that agent in order to have an active schedule and collect adherence.
Agents moving between MU's, when moved to the new MU agent schedule stays with the original MU as does their adherence data.
Agents placed in new MU will need a workplan assigned then a schedule generated for them to begin collecting adherence in the new MU.
Intraweek movement:
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Remove agents schedule after MU move.
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Generate a reschedule using Add Agent if you intend to merge the agent back into the schedule as part of the new MU
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Publish
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Chuck Swain
Genesys
WEM Leadership
Original Message:
Sent: 03-12-2024 16:38
From: Shelby Cronk
Subject: Move Agents from one MU to another.
@Jay Langsford or @Chuck Swain
When an agent is moved from one MU to another MU in the SAME BUSINESS UNIT, is there a reason that their real-time activity and schedule history goes away? They're still in the same business unit, therefore the same schedule, and should then have the same schedule capabilities and realtime monitoring. Is this expected or an unexpected experience? I can understand how moving them from one BU to another, but am struggling to understand the current functionality.
Below is a screenshot where I moved myself from one MU to another within the Same BU. It is registering my scheduled code, but showing my adherence status as "unscheduled" and this is not the only issue I think Johnathon is experiencing, but is a root concern. Is there anything we can do to remedy this?
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Shelby Cronk
C1
Original Message:
Sent: 03-11-2024 14:23
From: Johnathon Nelson
Subject: Move Agents from one MU to another.
Hello, I've recently had to expand an existing MU to 3 to account for a large amount of agent rotations(max is 100 and I need around 150).
I started moving some of my agents last week and I am seeing my agents turn "grey" and no longer showing Actual Activates in the schedule view.
I am trying to figure out
#1 is this because I just created the new MU's and this is because they didn't exist when this schedule was published? or is this going to be an issue every time i move an agent between my MU's forever?
#2 I found an article in the help that says the agent's schedule and history is lost. I do not see that to be the case on agents I have already moved. I also found in the ideas portal that this issue shows as "implemented" Is this just a left over help article that was not removed?
#WorkforceManagement
#Configuration
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Johnathon Nelson
Auto Club Insurance Association Co.
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