Hello Megan,
Confirming the change via audit logs as Alberto mentioned is a good way to see if the settings were accepted and if something in the system is causing a revert. It may even be the case that someone else is accidentally/mistakenly overwriting the changes. I also want to highlight the two levels of configuring utilization -
at the org level and
at the agent (user) level. From your post it sounds like you are configuring at agent level, therefore it should override the org level settings. I bring this up because the "reverting" of the utilization settings might be a conflict between these two types of configuration.
When did you begin to experience this issue? You mention that you change utilization pretty often - perhaps we can find some other lead based off the time you started to notice the reverting behavior.
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Nico Feliciano
Genesys - Employees
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Original Message:
Sent: 11-23-2022 14:55
From: Megan Coolbeth
Subject: Utilizations changes
Hi, we are currently in a situation where we are updating utilizations for our agents pretty often. However, we are finding that changes that were made are not saving. We will change someone to be Email only, but then we will go in later and find the changes didn't stick. We have asked everyone with access in these situations and everyone says they didn't revert it back. Its confirmed that we make the change, we hit Save and the pop up appear saying it was successful.
Is there a possibility of system issues with this when lots of utilization changes are occurring for the agents?
#Implementation
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration