Cannot add business roles to roster policies for agents that will go live in future
On the roster configuration page, when you are adding a policy, you cannot add business roles that are associated with team members who are not yet active.
For example, I have 2 teams on a roster: 1 is working chat, 1 is working voice. They are on different workloads, and they are starting at different times. The chat group is starting next week. Their team is added to the roster and their users are in PV with next week start dates, but I cannot add the Chat business role to the policy for chat in the roster config because they are not yet active. This means that I cannot properly build the config to generate the roster for next week. Because the restrictions for policies cannot be properly set, I'm having voice agents fall into the chat workload or chat agents with no allowed workload.
Cecelia Auerswald
shared this idea
Thank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly