There are a number of reasons why an Agent might not receive a schedule in Community. Here are a few things to check:
- Is the agent's application role set to 'Agent'? Settings > People & agent templates > People > Personal profile. Click Set up profile properties in the Properties tile.
- Does the agent have assigned Activities? Settings > People & agent templates > People > Personal profile. Click Set up Activity Assignments in the Activities tile.
- Does the agent have an assigned Schedule Template, with a proper effective date? Settings > People & agent templates > People > Personal profile. Click Set up scheduling parameters in the Scheduling tile.
- Is the Schedule Template assigned to the agent built correctly? Settings > Schedule templates > Schedule templates > Existing schedule templates.