PureEngage On-Premises

WFM adherence reporting is showing the total timeframe as per the schedule timing
WFM adherence report is not correct and it does not sync with the agent state report.
For example:
The individual schedule for an agent is below:
Activity ---------------------7:00 AM 3:30 PM
8-10 Hrs 1st Brk -------8:45 AM 9:00 AM
8-10 Hrs Lunch ---------10:45 AM 11:15 AM
8-10 Hrs 2nd Brk -------1:15 PM 1:30 PM



But the adherence report is
12:00 AM to 7:00 AM ------------------- No Activity---------------------- LoggedOut
7:00 AM to 8:45 AM  ------------------- Activity--------------------------- WaitForNextCall
8:45 AM to 9:00 AM--------------------- 8-10 Hrs 1st Brk ---------------CallInbound
9:00 AM to 10:45 AM--------------------- Activity --------------- NotReadyForNextCall(Meeting)
10:45 AM to 11:15 AM-------------------8-10 Hrs Lunch------ CallInbound
11:15 AM to 1:15 PM -------------------Activity ----------------- Logged out
1:15 PM to 1:30 PM ------------------- xxxxx-------------------xxxxxxxxxxxx
1:30 PM to 3:30 PM ------------------- xxxxxx-----------------xxxxxxxxxxxxx
3:30 PM to +12:00AM ---------------- xxxxxxx----------------xxxxxxxxxxxxx

Why it is providing the report for the whole time range that is scheduled for an agent. Though the adherence state is correct but the time range is not specific.
Please Help.

Hi

I had the same issue, check your Schedule state Group you created for" No Activity" Adherence Rule  = Monitored & Logged Out.

Below example states you created SSG  : adherence rule  =  Monitored & LoggedIn, hence it takes whole time range into the calculation.

12:00 AM to 7:00 AM ------------------- No Activity---------------------- LoggedOut

hope it helps.

Hi,
   Thanks for the reply. As you have mentioned above I already have the below configuration

SSG for 'No Activity' --- Adherence rule = LoggedOut.  I don't have 'Monitored' as adherence rule. Is this an issue?

'No Activity' is a ScheduleState of type "Fixed State" in a SSG.




 

I do see "No Activity ---- Fixed state" is grayed out when I pull ou the Show assigned states for the SSG.