View schedule generation messages

AI-generated summary

Genesys Cloud provides comprehensive schedule generation messaging and validation capabilities within its Workforce Management module to support both forecast-based and non-forecast schedule creation. Forecast-based schedules may require 20 minutes or longer to generate, and agents must be configured as schedulable through Workforce Management > Agents > Update Agent Schedulability to be included in generated schedules. The system generates informational, warning, and error messages when scheduling conflicts arise between agent requirements and operational constraints. Common conflicts include agents no longer existing in their assigned management unit, inability to accommodate maximum or minimum consecutive working days, insufficient days off due to time-off requests, inadequate minimum distance between shifts (including daylight savings time transitions), and insufficient paid or unpaid time allocations. Additional constraints involve required minimum weekly work days, minimum coverage requirements for planning groups, and required workdays conflicting with full-day time-off requests. System warnings also indicate when agents are not configured as schedulable, lack available work during specified date ranges, have no work plan enabled or assigned, are not configured to handle any work type, lack qualifications for assigned planning groups, or possess work plan activities for planning groups they are not qualified to service. Users can configure custom severity levels—Error (highest priority), Warning (medium priority), Information (lowest priority), and Ignore (suppresses message display)—for each business unit to control how scheduling conflicts are reported. Configuration occurs through Menu > Workforce Management > Scheduling > Schedules, where users select a business unit and generate schedules to view and manage warnings. The Schedule Generation Warnings page displays after schedule generation, allowing users to review validation messages and their assigned severity levels. After schedule generation, users access detailed results through the Generation Results column on the Schedules page, which displays error counts and allows filtering by severity level. Key management capabilities include reviewing message lists with associated severity levels, filtering results by severity type, copying support information to clipboard for organizational distribution, and optionally including previously ignored messages in error lists. The system operates using the business unit's time zone by default and supports time zone selection for data viewing across different geographic regions, enabling administrators and supervisors to identify and address scheduling issues systematically.

Notes:

A forecast-based schedule may take 20 minutes or longer to generate.
Agent must be configured to be schedulable to be included in generated schedule. Go to Workforce Management > Agents > Update Agent Schedulability.Go to Menu > Workforce Management > Workforce Management Configuration > Agents. Select the agent and click Update Agent Schedulability.

includes common built-in schedule generation messages that you can encounter when you generate forecast-based schedules or schedules without forecasts. You can use the default level of severity for each message, or you can set your own preferences. Then, after you create a schedule, you can view any generated messages or warnings from the Schedules page.

Schedule generation messages and their default severity levels

Click to expand the list to view each message and the default severity level.

Schedule generation messages and their default severity levelsClick to expand

Validation message	Default severity
Agent is not configured to handle any work.	Information
Agent is not in a work plan.	Information
Agent not found in management unit. Either the agent is no longer in the management unit, or the management unit was not found in the business unit.	Warning
Agent not in selected management unit.	Warning
Could not schedule maximum consecutive working days between the previous and new schedules.	Information
Could not schedule maximum days off on the scheduling period(s) starting on (date start – date stop) between the previous and new schedules.	Information
Could not schedule maximum days off on the scheduling period(s) starting on (date start – date stop) due to full-day time-off request.	Information
Could not schedule maximum days off on the scheduling period(s) starting on (date start – date stop) between the previous and new schedules.	Information
Could not schedule maximum days off on the scheduling period(s) starting on (date start – date stop) due to paid time off request.	Information
Could not schedule maximum days off on the scheduling period(s) starting on (date start – date stop) between the previous and new schedules.	Information
Could not schedule minimum days off on the scheduling period(s) starting on (date start – date stop) between the previous and new schedules.	Information
Could not schedule minimum distance from previous day on (date start – date stop) between the previous and new schedules.	Information
Could not schedule minimum distance from previous day on (date start – date stop) due to ‘spring forward’ daylight savings time transition.	Information
Could not schedule minimum distance from the start of previous day on (date start – date stop) between the previous and new schedules.	Information
Could not schedule minimum distance from previous day on (date start – date stop) due to ‘spring forward’ daylight savings time transition.	Information
Could not schedule minimum paid time on the scheduling period(s) starting on (date start – date stop) between the previous and new schedules.	Information.
Could not schedule minimum paid time on the scheduling period(s) starting on (date start – date stop) due to unpaid time-off request.	Information
Could not schedule required maximum paid time on (date start – date stop) due to paid time-off request.	Information
Could not schedule required maximum weekly paid time on the week(s) starting on (date start – date stop) due to paid time-off request.	Information
Could not schedule required minimum paid time on (date start -date stop) due to unpaid time off request.	Information
Could not schedule required minimum weekly paid time on (date start -date stop) due to unpaid time off request.	Information
Could not schedule required minimum weekly work days on the week(s) starting on (date start – date stop) due to full-day time-off request.	Information
Could not schedule required workday on (date start – date stop) due to full-day time-off request.	Information
Could not schedule required minimum coverage for planning group on (date start – date stop).	Information
Agent is not configured to be schedulable	Warning
There is no work available on (date start – date stop).	Warning
Unable to produce agent schedule.	Warning
Work plan not enabled.	Information
Work plan not found.	Warning
Agent is not configured to handle any work.	Information
Agent is not configured to handle work in planning group for on queue activity.	Information
Agent has an effective work plan containing on queue activities associated with planning groups that they are not qualified to work for.	Warning

When there is a conflict with work plan constraints, the following scheduling error or warning messages may be observed.

Validation message	Default severity
Could not schedule activity maximum length from shift end on {{{dateList}}} due to DST fall back transition.	Warning
Could not schedule activity maximum length from shift end on {{{dateList}}} due to time-off requests.	Warning
Could not schedule weekly maximum shift start and paid duration variance on the scheduling period starting on {{{dateList}}} due to time-off requests.	Warning
Could not schedule weekly maximum shift start time variance on the scheduling period starting on {{{dateList}}} due to DST.	Warning
Could not schedule weekly maximum shift start time variance on the scheduling period starting on {{{dateList}}} due to time-off requests.	Warning
Could not schedule activity minimum length from shift end on {{{dateList}}} due to DST spring forward transition.	Warning
Could not schedule activity minimum length from shift start on {{{dateList}}} due to DST spring forward transition.	Warning
Increase activity maximum length from shift end to more than {{value}}.	Information

When you encounter errors while setting up the work plan’s general constraints, the following messages display:

Validation message	Default severity
Management unit does not have planning period settings enabled.	Information
Could not schedule planning period maximum shift start and paid duration variance on the scheduling period starting on {{{dateList}}} due to previously scheduled shifts.	Warning
Could not schedule planning period maximum shift start and paid duration variance on the scheduling period starting on {{{dateList}}} due to time-off requests.	Warning
Could not schedule planning period maximum shift start variance on the scheduling period starting on {{{dateList}}} due to previously scheduled shifts.	Warning
Could not schedule planning period maximum shift start variance on the scheduling period starting on {{{dateList}}} due to DST.	Warning
Could not schedule planning period maximum shift start variance on the scheduling period starting on {{{dateList}}} due to time-off requests.	Warning

When minimum coverage for a planning group could not be met, the following message are displayed:

Validation message	Default severity
Could not schedule required minimum coverage for planning group on (date start – date stop).	Information

Set up severity levels for schedule generation messages

Each message is automatically set to a default severity; however, when you create a business unit, you can set your own wanted level of severity. These severity levels are:

Error: The highest priority that you can set on a message.
Information: The lowest priority that you can set on a message.
Warning: The priority is higher in severity than Information, but lower than Error.
Ignore: The message does not appear during a work plan or schedule generation result.

To access and set severity levels, follow these steps:

Click Admin.
Under Workforce Management, click Schedules.
Click Menu > Workforce Management > Scheduling > Schedules.
From the Business Unit list, in the upper right corner, select the business unit.
Select the schedule for which you want to view warnings.
Click Generate Schedule. The Schedule Generation Warnings page opens.
Review the warnings and when finished, click OK.

View messages and their severity level after you generate a schedule

After you generate forecast-based schedules or schedules without forecasts, review any generated messages from the Schedules page.

Click Admin.
Under Workforce Management, click Schedules.
Click Menu > Workforce Management > Scheduling > Schedules.
From the Business Unit list, in the upper right corner, select a business unit.
(Optional) To change the time zone in which you view data, in the upper right corner select the current time zone list.
Note: By default, the view uses the business unit’s time zone.
If you have not created a schedule or work plan, do one of the following:
- Generate a schedule from a forecast
- Generate a schedule without a forecast
  Note: After you generate a schedule, it appears on the Schedules page.
In the Generation Results column, view the number of errors.
In the Schedule page’s Generation Results column, click an error to open a detailed list of results.

View and manage details about the schedule generation results

From the Schedule page’s Generation Results column, click a message to open a detailed list of results. Here, you can:

Review the list of messages and the severity for each message encountered during schedule generation.
Click the Filter Severities list to narrow the list by error, warning, or information, or choose to view all severities.+
Click Copy Support Info to Clipboard to compile the list and deliver to the appropriate individuals in your organization.
Click Include ignored messages to add messages marked as Ignore to your error list.
Note: You must also select Ignore from the Filter Severities list to view ignored messages.

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