VAGs are not always created for MSCC profiles

Frequency:

Low.

User Symptoms:

When the CWA user checks Genesys for a MSCC team manager VAG, it is not there.

Technical Details:

In the rare case that a team manager transfers to the MSCC from another template, a VAG is not created in Genesys.  The current logic checks if there is a Team Manager skill for the profile, and if true, it is assumed that a VAG already exists.  However, this is not the case for transfers.

Recommended Workaround:

Manually create the VAG in Genesys.

Resolution:

The OpsTel team has modified the logic to check for the VAG outside of the existence of a Team Manager skill.  The change will be part of the next scheduled maintenance deployment (targeting for Sept. 2022).