If your Cognexo account is connected to an HR system like Workday, the load file is the source of truth. Every load overwrites what's in Cognexo, including whether someone is active and which days they work.
That can cause a couple of confusing problems:
- Users disabled for no obvious reason. Usually they've dropped out of the file, their employee ID has changed, they've moved team or they have a leave status Cognexo doesn't recognise.
- Learners getting questions on their days off. If the file says they work Fridays, Cognexo will send them questions on Fridays.
The catch is that fixing it in Cognexo doesn't last. If you re-enable the user or untick a day, the next load puts it straight back.
What to do:
- Check the person's record in your HR system around the date things changed. Look at their employee ID, team, leave status and working pattern.
- Correct the record there, not in Cognexo.
- To check for anyone else affected, go to People, search, and tick Disabled Users under the search bar.
Useful reading:
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