Why can't I find the email address of an agent to add it to a scheduled report?
Oracle Service Cloud, All versions
When trying to add a new recipient to a report schedule, the address of the agent cannot be found in the available list of agents or directory.
In the console, go to Configuration > Staff Management > Staff Accounts by Group, and find the account that you are trying to add to the schedule. Open the account and make sure the "Email Address" field is filled in with the correct email address.
As mentioned in our online documentation, an email address is required in order to receive scheduled reports and system notifications. If the "Email Address" field is blank, the account will not appear in the list of accounts that can be added to the report schedule.
For more information on subscribing recipients to a report, refer to Answer 1796: Subscribe people to receive reports.