Admin role
- Generate schedules
-
Admin role
Or a custom role with Manage optimizations set to Can manage optimizations on the Configure tab - Fix scheduling rules and working hours
-
Admin role
Or a custom role with Scheduling rules set to Full access on the Configure tab
Admins set roles and permissions in Manage team > Roles and permissions.
After you run schedule generation or the schedule assistant, the result might not be what you expected: the schedule is blank, some people are missing events, nothing changed, or events don’t follow a rule. Most of the time, Assembled is doing what your rules and settings tell it to. The checks below show which rule, working hours, or setting is responsible, and how to change it.
Why does this happen?
Generation and the schedule assistant follow your scheduling rules, your forecast, and each person’s working hours, channels, and queues. They also deliberately leave some events alone: events created or edited by hand, time off, recurring events, Google Calendar events, and anything in a queue that’s already fully staffed. Find the symptom you see below.
The generated schedule is blank
| Cause | How to tell | What to do |
|---|---|---|
| Generation hasn’t finished | On Schedule > Schedule generation, the interval shows Pending. | Wait for Ready for review. Large teams with many rules can take several minutes. |
| You’re viewing a different schedule | In Automation settings, the Destination schedule isn’t the schedule you have open on the Staffing timeline. | Select View schedule for the interval to open the destination schedule, or change the destination and generate again. |
| People have no working hours | On Configure > Scheduling rules, the By person tab shows Missing working hours for them. | Add working hours that cover the dates you’re generating, then generate again. |
| People aren’t active for the dates | The people you expect aren’t active in Assembled for the whole date range. | Check their start and end dates in Manage team > People management. |
Some people are missing events
| Cause | How to tell | What to do |
|---|---|---|
| They aren’t assigned to the event rule | On the By person tab, the rule isn’t listed for them. The schedule assistant also warns: Some of the selected people aren’t assigned to these rules, so we won’t schedule events for them. | Assign the rule to them, or to a team, site, or other group they’re in. |
| There’s no rule for the event | The schedule assistant shows We couldn’t find any default events with associated scheduling rules. | Create an event rule for each break, meal, or meeting to include. |
| The event type isn’t mapped to their work | The rule is assigned and the event type is selected, but the event still isn’t placed. | In Configure > Event types, map the event type to the channels and queues those people usually work. See Event types. |
| A weekly rule didn’t get a full week | The rule repeats Every week, and your date range doesn’t include a complete calendar week, starting on your company’s first day of the week. A 7-day range from Thursday to Wednesday doesn’t count. | Generate a range that includes a full calendar week. To place an event regardless of week boundaries, use During custom date range with the schedule assistant. |
| It’s a custom date range rule | The rule repeats During custom date range. | Custom date range rules are used only by the schedule assistant. To include the event in every generation run, repeat it Every week or Every month. |
| They can’t do the work | People get no productive work, or not the work you expect. | Check that they have the right channels and queues in Manage team > People management. Generation only assigns work people are eligible for. |
Nothing changed, or 0 schedules were updated
| Cause | How to tell | What to do |
|---|---|---|
| Manual events already meet the rule | The people already have the event, created or edited by hand. | This is expected. Generation doesn’t move manual events or add another one. To let it place the event, remove the manual one first. |
| The queue is already covered | Net staffing on the Staffing timeline is already positive for that queue. | This is expected. Generation doesn’t improve a queue that’s already staffed. |
| A weekly rule didn’t get a full week | See Some people are missing events. | Generate a range that includes a full calendar week. |
Working hours or rules aren’t followed
| Cause | How to tell | What to do |
|---|---|---|
| Working hours rules overlap | On the By person tab, the person has a conflict warning. Only one working hours rule applies at a time. | Select Resolve > and choose which working hours apply, or end the older rule before the newer one starts. |
| The rule isn’t active for the dates | The rule’s assignment start or end date doesn’t cover the dates you generated. | Change the assignment dates. See Working hours. |
| Two rules contradict each other | On the By rule tab, two rules ask for incompatible things, such as 2 breaks per shift and 3 breaks per shift. | Remove or change one of the rules. |
| The rule isn’t set up as intended | The rule’s event length, timing, or conditions don’t match what you want. | Edit the rule. Conditions decide whether a rule applies at all. When the event happens within a shift is set under Timing, not in a condition. |
| You’re looking at a filtered view | The Staffing timeline is filtered to a site, team, or queue. | Generation balances coverage across all channels and queues together, so a filtered view can look uneven. Remove the filters to check. |
A productive block looks longer than the rule allows
This is expected. Say a rule allows at most 2.5 hours in a row on Phone. Generation may place two 2.5-hour Phone events, one on each side of a break. At the end of the run, it joins productive events of the same type that are next to each other, so the schedule shows one long Phone block with the break on top of it. The agent still never works more than 2.5 hours in a row.
To see each event separately, look at the agent’s schedule layers. See Schedule layers.
Generation is slow
Generation can take several minutes for large teams with many rules. You can leave the page and come back. If an interval stays Pending for a long time, open its Actions menu, select Cancel generation, and select Create schedule again.
How do I check which cause applies?
Before you generate again, check the basics for the people you expect to schedule:
- Go to Configure > Scheduling rules and open the By person tab.
- Choose a week in the date range you’re generating.
- Check that each person has working hours. Change All rows to Rows with missing working hours to list anyone without them.
- Change All rows to Rows with predicted conflicts to find overlapping rules.
- Check that each person has the event rules you expect.
- Go to Manage team > People management and check that each person has the channels and queues they work.
How do I fix it?
- Fix the rules, working hours, or settings that the checks above point to.
- Go to Schedule > Schedule generation and select Create schedule for the interval again, or run the schedule assistant again.
- Review the result on the Staffing timeline before you publish it.
What if it still doesn’t look right?
Chat with our team and include:
- The names of the people and the date range where you see the problem
- The rule you expect to apply
- Screenshots of the rule’s settings and of the resulting schedule