Workforce Engagement Management

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  • 1.  Did you know.....you can Track Agent Attrition?

    GENESYS
    Posted 12-21-2021 04:33
    Edited by Tracy Vickers 01-11-2022 03:54


    Yes, you can :-)

    You can set the status of one or more users to inactive or deleted. Typically, use inactive status for seasonal workers, or for employees on extended leave of absence who plan to return to the organization. You can also track agent attrition when you delete users or set their status as inactive. Use the captured data to understand why some agents turn over faster than others, and to map out the employee journey.

    1. Click Admin.
    2. Under People and Permissions, click People.
    3. Select the users whose status you want to change.
    4. To delete a user, do one of the following:
      • Click Set State and from the menu that appears, select Deleted.
      • Click the name of the user you want to delete and on the Role tab click Delete Person.
    5. To delete multiple users, do the following:
      1. Select the users to delete.
      2. Click Set State and from the menu that appears, click Deleted.
    6. To set user status as inactive, click Inactive.
      Note: Inactive users cannot log into the organization.
    7. In the Confirm State Change dialog, select the reason for the status change:
      • Voluntary
      • Seasonal
      • Leave
      • Performance
      • Conduct
      • Unknown
    8. Click Save.

    #WorkforceManagement

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    Tracy
    Genesys
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  • 2.  RE: Did you know.....you can Track Agent Attrition?

    Posted 12-27-2021 12:25
    Is it possible to edit the list of available state change reasons?

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    Jennifer Springs
    Maximus, Inc.
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  • 3.  RE: Did you know.....you can Track Agent Attrition?

    Posted 12-27-2021 13:41
    Also, how can we access this information to track it? Is there a report or do we need an API?

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    Jennifer Springs
    Maximus, Inc.
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  • 4.  RE: Did you know.....you can Track Agent Attrition?

    GENESYS
    Posted 12-28-2021 06:08
    Hi Jennifer,

    The link below may answer your question for reporting:
    How do active, inactive, and deleted users affect reports and performance views? - Genesys Cloud Resource Center (mypurecloud.com)

    Regarding the change state reason - does this answer your question?:
    Change State action- Genesys Cloud Resource Center (mypurecloud.com)

    Hope that helps

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    Tracy
    Genesys
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  • 5.  RE: Did you know.....you can Track Agent Attrition?

    Posted 12-29-2021 08:18
    Edited by Hichem AGREBI 12-29-2021 08:35
    There is an API to get the user state with the reason (stateChangeReason) selected when deactivating or deleting the user.
    However there is currently an issue with the API GET/api/v2/users/{userId}/state as it returns an error message about a missing permission [directory:userStateChange:view]
    The indicated permission (directory:userStateChange:view) does however not exist and cannot be selected or assigned to any role. I tried this unsuccessfully on multiple organizations and ended up logging a case with Genesys support. It seems that the rollout of the additional permission wasn't applied successfully and this may be different by region (I tried 2 orgs on 2 regions).
    Anyone was successful in using this API GET/api/v2/users/{userId}/state?(if yes, pls indicate the location of your org)

    @Jennifer: With regards to editing the state reasons, this is not possible as the valid values are clearly documented by Genesys (https://developer.genesys.cloud/api/rest/v2/users/#put-api-v2-users--userId--state ) as follows:
    state: Valid values: active, inactive, deleted.
    stateChangeReason: Valid values: Voluntary, Seasonal, Leave, Performance, Conduct, Unknown.

    I tried updating a user using the state API with a Custom reason to prove this is not possible and get the following result: "Value [Custom Reason] is not valid for field type [StateChangeReason]. Allowable values are: Voluntary, Seasonal, Leave, Performance, Conduct, Unknown"

    @Tracy: Not sure the state reason you mentioned (https://help.mypurecloud.com/articles/change-state-action/) is really pertaining to the same subject though. It is rather related to tasks and not to the agent attrition reasons as expected to be returned by the state API

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    Hichem AGREBI
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
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  • 6.  RE: Did you know.....you can Track Agent Attrition?

    GENESYS
    Posted 01-12-2022 08:35
    Hi Hichem,

    The permissions were updated. You should be able to see it now.

    Do let me know if you don't see it. Thanks so much for the feedback!

    Leor

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    Leor Grebler
    Genesys - Employees
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  • 7.  RE: Did you know.....you can Track Agent Attrition?

    Posted 01-12-2022 16:20
    Thanks Leor, the GET /api/ve/users/{userId}/state works now and I can see permissions added and enabled for the admin role as well.
    Thanks again for your prompt follow up

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    Hichem AGREBI
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
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