No indication this is from an unpublished schedule or we would have a flood of escalations. Instead I suspect it is an as-intended behavior that is controllable by a configuration option.
You can configure if On Queue time worked by an agent outside of their scheduled shift should be considered an adherence exception or not. The default behavior is that the "Working Outside Shift Considered Exception" is enabled.
Why would you want this enabled by default? You don't want Charlie the CSR coming in on his day off and working without being scheduled.
https://help.mypurecloud.com/articles/edit-management-unit/ - configuration option:
Working Outside Shift Considered Exceptions, determine whether to count or ignore on queue status outside scheduled shift time as an adherence exception.https://help.mypurecloud.com/articles/how-purecloud-calculates-adherence-and-conformance/------------------------------
Jay Langsford
Senior Director, Workforce Optimization Engineering
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Original Message:
Sent: 05-27-2020 12:58
From: Tatjana Knezevic
Subject: Agents getting adherence notifications for non published schedules
Hi,
Not sure if this is by design: why are the agents assigned to the schedule that is not published getting Adherence notifications? See the screenshot from below.
Thanks,
#AskMeAnything(AMA)
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Tatjana Knezevic
Star Telecom
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