Workforce Engagement Management

Hi all,

Some of our agents have provided me feedback that when they're off-queue they don't receive any notifications or alerts for their schedule.  Is there something that can be configured to allow this?  

Thanks,

Which if any scheduled activities to ignore for adherence have you configured (Workforce Management / Management Units / (Adherence Tab))?

Safe to assume the agents have the permission to access their own schedule in Genesys Cloud and they have Genesys Cloud still running?

If nothing obvious, I would recommend opening a support ticket. It could be a transient issue; although, we have had no reported incidents be raised to engineering. Since it affects only some of your agents it might suggest they close Genesys Cloud or perhaps ignore/dismiss the notification and perhaps not realize it.

Hi Jay,

Thanks for your response.

The only activity we have setup to ignore is a Time Off activity, which is used when an agent is on Leave/Out of Office when they wouldn't be using or logged into Genesys.

I'll reach out to our Partner and have them raise a ticket to Genesys for us. 

Cheers