Hi Hayley,
A good explanation of how it is calculated is from the WFM Admin Guide (which you may already know)
The Multi-channel agent adherence is calculated as follows:
1. WFM maps the agent real-time state + reason code. However, in addition to the aggregated agent state, WFM also adds separate real-time states for each channel configured on the site. (Agents can sometimes have no state on certain channels.) If reason codes are used, WFM
could map multiple state + reason code pairs for each channel, plus the aggregated state.
2. WFM maps schedule state groups adherent to the aggregated state. However, in addition, WFM finds a separate set of schedule state groups for each channel. WFM considers only the schedule state groups that are specifically assigned to a particular channel for adherence with the states on that channel. WFM considers the schedule state groups without a channel for adherence with the aggregated agent state.
3. WFM obtains all scheduled states from the current agent schedule and maps them to the schedule state groups.
4. WFM collects all schedule state groups from step 3.
5. WFM Intersects the sets of schedule state groups from steps 2 and 4 separately for each channel. If both sets are empty or the intersection is not empty, WFM considers the agent is adherent to the channel. For the aggregated agent status, WFM assumes adherence, when either the pair in step 4 is empty or step 2 and step 4 intersect. WFM considers the agent adherent, if he/she is adherent on all channels and adherent to the aggregated status.
The multi-channel algorithm also comes to a boolean conclusion; that is, the agent is either adherent or nonadherent. However, to be adherent the agent must be adherent on every channel, on which he/she is scheduled or, for which he/she receives a real-time state. Also, if the agent is scheduled on non-channel-related states, he/she must also be adherent to those states. See the example below
If you add the Not Ready Code to the SSG for the voice work - can you please explain why it would not be accurate to see if we can answer your question better?
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The Guru Team
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Original Message:
Sent: 06-27-2018 03:54
From: Hayley Jones
Subject: Adherence Tracking and Statuses
We are trying to fully catalogue and perfect every element of the adherence tracking so we can be confident in it's accuracy when delivering messages to staff. For the most part it's all working flawlessly, but there is one exception...
We will, as regular practice, have agents scheduled to be doing voice work, but having to stay logged in to mail (set to standby) in order to send a follow up mail to the customer at the conclusion of the phone conversation. So if I have an agent set to ReadyforNextCall on voice but Standby for mail, whilst being scheduled on voice, it's showing them as non adherent.
How can we fix that? I can add Standby to the schedule state group as a bodged fix, but then it''s not accurate.
Thank you
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Hayley Jones
vidaXL
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