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------------------------------
Hichem Agrebi
CC-Expertise Ltd
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Original Message:
Sent: 04-28-2021 09:56
From: Zoe Beatty
Subject: Custom KPI's and Additional KPI's to Gamification
@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
Original Message:
Sent: 04-27-2021 02:52
From: Hichem Agrebi
Subject: Custom KPI's and Additional KPI's to Gamification
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
Original Message:
Sent: 04-26-2021 19:24
From: Martin Bunting
Subject: Custom KPI's and Additional KPI's to Gamification
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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