Workforce Engagement Management

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  • 1.  Adherence - Time Off types Schedule States

    Posted 07-02-2021 02:55

    I apologise in advance for the lengthy post. We are currently using Genese Engage Cloud.

    In Genesys WFM, we have recently found that time-off states are included in Adherence Calculations. This is not the behaviour we would like. To illustrate this, please see the below example: 

    One day, a consultant was scheduled for a shift that starts at 10:30 AM to 6:35 PM. Partway through the day, the consultant requested for time off, which was granted by the business at 1:50 PM.

    According to the Genesys 'Adherence Totals Report', he worked a total of 8 hours 5 minutes, of which 16 minutes were non-adherent, equating to a Adherence score of 96.7%. (469 adherent mins / 485 total time scheduled = 96.7%) Genesys took into account the time that the consultant wasn't working between 1:50 PM and 6:35 PM, which is how we ended up with the total scheduled time of 8 hours and 5 minutes.

    The accurate way of considering adherence is to only consider the hours that the consultant worked, which is between 10:30 AM and 1:50PM. Using the same calculation, we would have a score of 92.0% instead of 96.7% (184 adherent mins / 200 total time scheduled = 92.0%).

    In summary, see the table below.

     

    Measure

    Current
    (10:30 am - 6:35 pm shift)

    Accurate
    (10:30 am - 1:50 pm shift)

    Unit

    Non-Adherent Time

    16

    16

    Mins

    Adherent Time

    469

    184

    Mins

    Total Time Scheduled

    485

    200

    Mins

    Adherence %

    96.7%

    92.0%

    %

     

    Current behaviour is undesirable, as the system is essentially saying that "the more time off you take, the better your adherence scores will be".

    In the scenario above, the consultant's schedule between 1:50 PM and 6:35 PM was updated with a Scheduled State of 'Time-Off type'.

    We then did a couple of tests whereby we looked at how time-off states are inputted. There are two ways our organisation currently inputs these via the Master Schedule (when you right click on a schedule), firstly by the 'Insert Full-Day Time Off…' option (Figure 1); the second by the 'Insert > Time Off…' option (Figure 2).

    Figure 1: Option 1 - Full-Day Time Off

    Figure 2: Option 2 - Time Off...

    Both options lead to a similar screen, with only a subtle difference. For Option 1, the screen which allows you to select the Time-Off types by default selects the 'Full Day' option at the bottom of the screen (Figure 3), whereas for Option 2, it has the 'Specify Start/ End' option selected (Figure 4).

    Figure 3: Option 1 - default time selection

    Figure 4: Option 2 - default time selection

    The interesting thing is that if you went with Option 1, the total Scheduled Hours are not inflated, and show the correct calculations for adherence. Option 2, where times need to be specified, will have total scheduled time inflated incorrectly.

    Depending on which option you go with, the way it is displayed on the Master Schedule screen also has a subtle difference. Option 1 doesn't have a black border shown (Figure 5), whereas Option 2 has (Figure 6).

    Figure 5: Option 1 - How it is displayed in Master Schedule

    Figure 6: Option 2 - How it is displayed in Master Schedule

    In conclusion, is there a way in configuration where we can discount time spent in 'Time-Off type' scheduled states from adherence calculations?


    #GenesysEngageCloud
    #WorkforceEngagementManagement
    #WorkforceManagement

    ------------------------------
    Hou Ket Tang
    Brisbane City Council
    ------------------------------


  • 2.  RE: Adherence - Time Off types Schedule States

    GENESYS
    Posted 07-12-2021 08:40
    Hi,

    How have you set up the Schedule State Groups/Adherence Rules for the Time Off Types?

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 3.  RE: Adherence - Time Off types Schedule States

    Posted 07-12-2021 21:18
    Hi Tracy,

    Thank you for your reply. As far as we can see in Genesys UI, there is not much options that we can change under Schedule State Groups -> Adherence Rules.

    The two options are:
    • Adherence Threshold Levels (of which both start and end thresholds are set to '0')
    • Genesys Current States Mappings (just contains a list of states we have mapped the schedule state group to)

    Can you help us understand more around what setting you would like us to check?

    Thanks,

    Tang



    ------------------------------
    Hou Ket Tang
    Brisbane City Council
    ------------------------------



  • 4.  RE: Adherence - Time Off types Schedule States

    GENESYS
    Posted 07-13-2021 07:27
    Hi Tang,

    The Schedule State Groups are an integral part of the Adherence functionality.
    All Exceptions, Time Off types Activities and shift items taht are configured need to be allocated to a relevant SSG with correct Adherence rules assigned for that SSG e.g. Logged out or relevant Aux code to not ready state.

    The Adherence Threshold which represents the non adherent state of the agent if set to 0 means the agents have no leniency for logging in or out or going on break or training as an example.

    There is a good explanation in the help guides : https://docs.genesys.com/Documentation/WM/8.5.2/SHelp/CfgAdhRls#MdaChnlSSG

    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 5.  RE: Adherence - Time Off types Schedule States

    Posted 08-12-2021 04:29

    Hi Tracey,

    Thanks for your reply and apologies for my delayed response. We have reached out to Genesys support and was unfortunately advised that what we want to do is not an option currently in Genesys WFM. We will have to submit a Product Idea and go from there.

    Thanks,
    Tang



    ------------------------------
    Hou Ket Tang
    Brisbane City Council
    ------------------------------



  • 6.  RE: Adherence - Time Off types Schedule States

    GENESYS
    Posted 08-12-2021 05:50
    Hi Tang,

    Thanks for letting me know.

    ------------------------------
    Tracy
    Genesys
    ------------------------------