Workforce Engagement Management

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  • 1.  Custom KPI's and Additional KPI's to Gamification

    Posted 04-26-2021 19:25
    I have a customer wanting each agent to be able to view their Historical Adherence.  Is this possible in Gamification, I don't see that today, I see conformance which is total time and adherence is more if they are aligned to their schedule.  I can get the data in Historical Adherence but I don't believe I can restrict it to only each agent seeing their own information.

    #AskMeAnything(AMA)
    #Gamification
    #WorkforceManagement

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 2.  RE: Custom KPI's and Additional KPI's to Gamification

    Posted 04-27-2021 02:53
    You should be able to get that using Genesys API. This is what it looks like on a mobile app we are releasing soon. The conformance % is often above 100%, which can be the case as per Genesys definitions here: https://help.mypurecloud.com/articles/how-genesys-cloud-calculates-adherence-and-conformance/
    You do get in this case the adherence for each user separately if you subscribe to v2.users.{id}.workforcemanagement.historicaladherencequery


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    Hichem Agrebi
    CC-Expertise Ltd
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  • 3.  RE: Custom KPI's and Additional KPI's to Gamification

    Posted 04-28-2021 09:57
    @Hicham Asamba, is this (or will it be) available in Engage Cloud or only Genesys Cloud? Adherence/Conformance is something we have been asking about for a couple of years.​

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    ZoeBeatty
    Workforce Management Specialist
    Las Vegas Valley Water District
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  • 4.  RE: Custom KPI's and Additional KPI's to Gamification

    Posted 04-28-2021 11:24
    Hi Zoe, assuming your question relates to the mobile WFM app that contains the scheduling and adherence reports. It is for Genesys Cloud and not for Engage Cloud. Genesys Cloud WFM has the edge over the Engage WFM as it is powered by an AI engine. If you are interested in beta testing the mobile app for cloud, feel free to reach out directly by email. The app will be released soon as we are packing lots of features in it including shift trading, time off management, scheduling, adherence, coaching, evaluations etc

    Kind regards
    Hichem
    hichem.agrebi@cc-expertise.com

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    Hichem Agrebi
    CC-Expertise Ltd
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  • 5.  RE: Custom KPI's and Additional KPI's to Gamification

    Posted 04-28-2021 11:33
    Thank you Hichem,
    Alas, we are on Engage Cloud, so I am afraid this new mobile app will not apply to us. I can tell you that Adherence/Conformance is a sore spot in Engage Cloud.

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    ZoeBeatty
    Workforce Management Specialist
    Las Vegas Valley Water District
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  • 6.  RE: Custom KPI's and Additional KPI's to Gamification

    GENESYS
    Posted 04-27-2021 08:32
    Edited by Shikha Khattar 04-27-2021 08:32
    Hi Martin - We have a metric called 'Punctuality' which is available in gamification. Punctuality allows agents to see how closely they are following their schedule each day. They can navigate back and forth in the monthly calendar on scorecard page to review punctuality for any past days. It's not represented in % form but more of absolute time delta. I would highly recommend you propose your customer to start using this new metric instead. It still solves for same customer need i.e. be able measure whether agents are following the schedule on time or not.

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    Shikha Khattar
    Genesys - Sr. Product Manager - WEM
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