Deprecation: Removal of Utilize Load Based permission

On January 10, 2024, Genesys will remove the Utilize Load Based permission from Workforce Management > Agent Schedule > Utilize Load Based permission. This can now be done directly from the Workforce Management > Configuration > Agents page. For more information on setting the agent as schedulable, see Work with agents in a management unit. 

We will discontinue the Utilize Load Based permission on January 10, 2024. You can still use this permission until the end of life date on January 10, 2024.

Am I affected?

This deprecation affects you if you have a Genesys Cloud CX 3 license and use the Utilize Load-Based Permission to set agents to schedulable. This can impact billing for addon users when agent is updated as schedulable.

How can I prepare for this deprecation?

Starting January 10, 2024, use the schedulable option in the Agents page. If you already have edit access to the Agents page, you can automatically start using the Schedulable option available in the page to configure the agents.

What if I need help or have questions?

Contact My Support.