Not able to select agents group in dispatcher workspace

[Sneha KH]

Hi Community,

I am not able to select agents in dispatcher workspace though I have associated agents group and dispatcher group with suitable "type" field including with correct location for the group. So, what may be the issue, why am I not able to see agents group in dispatcher though I have given correct roles for group.

[Matthew_13]

Hi Buddy,

This usually isnt a role or group-type problem from my experience. In Dispatcher Workspace, being in the right group alone is not enough for agents to show up.

Dispatcher only shows users who qualify as dispatchable resources, and it silently filters out anyone who doesn’t meet all the criteria.

The most common things that cause this :

• No skills – If the agent doesnt have at least one active skill with a valid proficiency, they won’t appear.

• No schedule / not available – Agents must have an active work schedule and be available for the selected day/time. Outside working hours or no schedule = hidden.

• Not set up as a resource – The user needs a valid resource/profile (FSM/CSM) and must be active. Being in an assignment group alone isnt sufficient.

• Location mismatch – The user’s location has to align with what Dispatcher Workspace is filtering on. A mismatch just removes them from the list with no warning.

• Resource type mismatch – The user’s resource type must match what the workspace is configured to dispatch.

That’s why you see “No results found” even though the groups and roles look correct.....

Best way to troubleshoot i would say is to pick one agent and check:

• Do they have at least one active skill?

• Do they have a work schedule covering the selected time?

• Are they an active dispatchable resource?

• Does their location match?

Fix one of those and the agents will usually start appearing immediately.

@Sneha KH - Please mark Accepted Solution or Thumbs Up if you found Helpful!

[Sneha KH]

Hello Mathew,
The agent has an active skill, work schedule, location and type is also matched (wm_work). But even though I am not able to see agents in workspace. 
I am not able to understand what's the problem.

[Joshua Chen MTL]

looking at your screenshot, you are probably missing the following:

-  make sure your assignment group, group type = wm_work (assignment group)
-  make sure your dispatcher group, group type = wm_dispatch...
- make sure your dispatch group covers the assignment group

looks like you got 1-2 right, but did you do 3?

[Sneha KH]

Hello @Joshua Chen MTL ,
I have already given those while configuring.