Manage enrollments

AI-generated summary

Genesys Cloud provides comprehensive enrollment management functionality that enables schedulers to monitor, approve, deny, and manage agent submissions for opportunities while controlling work assignment distribution. The Enrollments tab displays agent-level records accessible from the Opportunities page, with each row representing a single agent's enrollment for a specific opportunity. Schedulers can utilize sorting and filtering capabilities to focus on specific opportunities, dates, statuses, or agents. The system tracks enrollment data across multiple columns including user name, opportunity name, activity code, start and end date/time, duration, enrollment date/time, deadline, hire date, remaining spaces, and enrollment status. Enrollment records maintain four primary status states: Pending (agent has requested the opportunity and awaits processing), Approved (request has been approved and the opportunity is placed in the agent's schedule, consuming one available space), Denied (request has been rejected through manual scheduler action, automatic closure, or system rules), and Withdrawn (agent withdrew the request while in Pending status). Pending and Withdrawn requests do not consume available spaces. Schedulers can add explanatory notes when denying requests, which are visible to agents through the Agent side panel, enabling transparent communication regarding enrollment decisions. Approved enrollments remain approved unless a scheduler modifies them, and agents cannot withdraw requests after approval or after the opportunity deadline. To approve requests, users filter opportunities, select pending enrollments, and confirm approval—each approval consumes one available space and adds the activity to the agent's schedule. Denial workflows allow schedulers to reject pending or approved enrollments with optional explanatory notes. Schedulers can convert approved enrollments to denied status if circumstances change, such as agent unavailability or business requirement modifications; this action removes the associated scheduled activity and maintains data consistency between enrollment records and the schedule. Auto-approval functionality automatically processes eligible submissions when enabled during opportunity creation, with requests typically remaining in Processing state until the system evaluates eligibility and capacity, then updates status to Approved or Denied. Over-subscription management limits approvals to defined capacity; excess requests remain pending or are denied once capacity is reached. Schedulers can close opportunities before start time, which preserves approved enrollments while marking all pending enrollments as denied and preventing further enrollment actions. The Enrollments tab provides centralized management of the approval lifecycle, though manual refresh is required for real-time data updates. The enrollment management workflow begins when an agent submits an enrollment for an open opportunity, progresses through scheduler monitoring and approval, and concludes when the opportunity transitions to Closed status upon completion.

Use enrollments to manage agent submissions for opportunities and control how additional work is assigned. This section covers how to review, approve, or deny submissions and monitor enrollment activity.

As a scheduler, you can use the Enrollments tab to monitor, approve, deny, and manage agent submissions for opportunities. Navigate to the Enrollments tab by clicking Enrollments from the Opportunities page. The Enrollments tab shows agent-level records instead of opportunity-level rows. Each row represents a single agent’s enrollment for a specific opportunity.

Displays the Enrollments tab.

You can sort and filter the list to focus on specific opportunities, dates, statuses, or agents.

Column name	Description
User	Indicates the name of the user.
Opportunity	Indicates the name of the opportunity that has been requested.
Activity Code	Indicates the activity code associated with the opportunity.
Start	Indicates the start date/time of the opportunity.
End	Indicates the end date/time of the opportunity.
Duration (mins)	Indicates the length of the opportunity in minutes.
Enrolled	Displays the date/time the Agent was enrolled.
Deadline	Displays the deadline date and time for the opportunity associated with this enrollment.
Hire date	Indicates the hire date of the user. This can be used to approve based on seniority if desired.
Remaining space	Displays the remaining spaces for the opportunity associated with this enrollment.
Status	Each enrollment record has its own status, separate from the opportunity lifecycle status. The agent has requested the opportunity. The system or scheduler has not yet completed processing the request. The request remains in Pending status in the following scenarios: Manual approval is required. A scheduler must review and approve or deny the request. Auto-approval is enabled, but processing is still in progress. The request may briefly appear as Pending. The system needs time to approve the request and add the activity to the schedule. Once processing completes, the system updates the status to Approved. Pending requests do not consume spaces. The agent’s request has been denied. The opportunity is not placed on their schedule. Denied status may occur: Through manual scheduler action For both automatic and manual closures If system rules prevent enrollment (for example, no available Spaces) When denying one or multiple requests, schedulers can add a note explaining the decision. If multiple requests are selected: A single note can be entered. The same note is applied to all selected requests. The note is visible to the agent via the Agent side panel. This allows transparent communication when enrollment cannot be approved.
System message	Indicates the last activity on the opportunity.
Last modified	Displays the date/time the enrollment was last modified.
Notes	Indicates any notes on why an enrollment succeeded, failed, or was decided automatically.

Work with requests

Approve requestsClick to expand

To approve a request, perform the following steps:

Filter or locate the relevant opportunity.
Select one or more Pending enrollments.
Select Approve.

When the system approves a request:

The system consumes one space per approval.
The system adds the selected on-queue activity to the agent’s schedule.
The system updates the enrollment status to Approved.

If not enough spaces remain, the system approves only the available number of enrollments.

Note: The system consumes spaces only when it approves an enrollment. Pending requests do not reduce available spaces.

Deny requestsClick to expand

Deny an approved enrollmentClick to expand

Schedulers can change an enrollment from Approved to Denied if circumstances change. For example:

The agent is no longer available.
Business requirements change.
The opportunity needs adjustment.

When a scheduler changes an enrollment to Denied:

The system removes the associated on-queue activity from the agent’s schedule.
The system updates the enrollment status to Denied.

This ensures the schedule stays aligned with the enrollment record.

Notes:

Manage the denial of already approved enrollments via the enrollments tab.
Do not remove the activity directly in the Schedule Editor. This action does not mark the enrollment as Denied and breaks the link between the opportunity and the scheduled activity, which can create data inconsistencies.

Auto approval of requestsClick to expand

If you enable auto-approval during an opportunity creation:

The system automatically processes eligible agent submissions.
Requests may briefly appear as Pending, but typically remain in a Processing state while the system evaluates and completes the request.
Once processing completes, the system updates the status to Approved or Denied, depending on eligibility and available capacity.
The system continues processing requests until all spaces are filled.

Schedulers can monitor enrollment activity in the Enrollments tab. Refresh the page to view the latest updates, as the data does not refresh automatically in real time.

Processing requestsClick to expand

Manage over-subscriptions

If demand exceeds available spaces:

The system approves only up to the defined number of spaces.
Remaining requests stay Pending (manual approval) or the system denies them once capacity is reached.

High demand may indicate:

Strong interest in the timeframe.
An opportunity to create additional opportunities.
A need to adjust future staffing strategies.

Close an opportunity for no further agent enrollments

A scheduler can close an opportunity before it starts if business requirements change. When a scheduler closes an opportunity:

Approved enrollments remain in Approved status.
The system marks all pending enrollments as Denied.
No further enrollment actions occur.

This approach provides a controlled and transparent way to conclude enrollment activity.

Enrollment management flow

Use the Enrollments tab to manage the approval lifecycle of opportunities. A typical enrollment management flow includes the following steps:

The Opportunity opens and the agent submits an enrollment.
Enrollments appear as Pending (briefly, even with auto-approval).
The scheduler monitors approvals and demand.
The enrollment window closes, and the opportunity moves to Pending status.
The scheduler finalizes remaining approvals.
The opportunity starts and transitions to Closed status.

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