Unable to retrieve agentschedules after moving management unit to a new business unit

[Augustin_Rajapandian]

The business units in our Org have a start date of the week as Sunday. This cannot be changed in Genesys once created. If this must be changed, the only option is to create a new business unit and move the mgmt units from the old BU to the new BU.

Due to a change in the payroll cycle from Sun-Sat to Mon-Sun, we created a new business unit and moved a mgmt unit to the new business unit with start date of the week as Monday and created the schedules in the new BU.

After this change, we are unable to access the agentschedules via this API for the schedules in the old business unit.

Genesys Cloud Developer Center

The schedules in the new Business unit are accessible.

Note: The management Unit ID has not changed. We just moved the Mgmt unit between BUs.
This API only needs the mgmt unit ID as an input parameter.

Is there a workaround available?

Thanks

Augustin

[brian.trezise]

Hey thanks for reaching out, and apologies for the wait (you caught us on vacation).
The expected behavior depends on which route you're using to attempt to access the old schedules.

If you're using the published schedule search route, then these schedules would be completely inaccessible because this route only considers the current active schedule in the business unit (BU) the management unit (MU) now belongs to.

If you want to access schedules for the moved MU from the old (BU), you'll have to directly pull the schedules from the old business unit.

1. You can get the list of schedules for a given week using the schedule list route here:
   GET /api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules
   You'll want to pass the includeOnlyPublished query parameter if you need to filter out any unpublished "scratch" schedules that may exist.

2. Once you've determined which schedule or schedules cover the time period you're looking for, you can fetch the metadata for each of them using this route:
   GET /api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules/{scheduleId}

3. and get the actual agent schedules, per MU, using this route:
   POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules/{scheduleId}/agentschedules/query
   You can narrow the response to specific agents in the management unit with the optional request body field if desired.

Note, for the schedules in the old BU, if the MU is in a different division than the old BU, that the user making the request will have to have access the the division of the BU even if they have access to the division of the MU in the new BU.

[Augustin_Rajapandian]

Thank you Brian for the detailed explanation.