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Schedule Adherence Agent Notification

  • 1.  Schedule Adherence Agent Notification

    Top 25 Contributor
    Posted 10-22-2020 11:44
    If an agent is "OFF QUEUE" will they get a notification that they are out of adherence?  I am getting a report from an agent that this is not the case and would like to confirm.

    Below is the notification that we can see.

    #WorkforceManagement

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    Lisa Cummings
    AdaptHealth LLC
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  • 2.  RE: Schedule Adherence Agent Notification

    GENESYS
    Posted 10-23-2020 08:32

    That image shows they are On Queue and the notification indicates they are not scheduled to be on queue. I.e., they either don't have a schedule, the schedule is not published, or the scheduled activity for the published schedule is not On Queue for the current period.

    On queue status outside of scheduled shift times being considered an exception is governed by configuration setting noted below. The reason you would want this is to catch cases of agents coming in to work when they are not scheduled to be which is why the default is for it to be enabled.

    https://help.mypurecloud.com/articles/configure-historical-adherence/:

    To count "on queue" status outside of scheduled shift time as an adherence exception, toggle the Working Outside Shift Considered Exception switch to Yes. To ensure that working outside the scheduled shift is not counted as an exception, toggle the switch to No


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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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  • 3.  RE: Schedule Adherence Agent Notification

    Top 25 Contributor
    Posted 10-23-2020 09:56
    Jay, sorry for any confusion by the example that I sent.  My question is, will agents get a similar notification if they are off queue and should be on queue?

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    Lisa Cummings
    AdaptHealth LLC
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  • 4.  RE: Schedule Adherence Agent Notification

    GENESYS
    Posted 10-23-2020 10:49

    Assuming the agent has the "Agent Schedule > View" permission, there is a published schedule, and they are scheduled to be on queue, but are off queue, then they should receive an out of adherence notification. It is not uncommon for an agent to say they don't receive, what is a guaranteed delivery because they ignore/dismiss.

    https://help.mypurecloud.com/articles/real-time-adherence-overview/ has an adherence mapping. Specifically for On Queue scheduled time their presence needs to be On Queue and we additionally look at their routing status as noted in the article in Notes section:

    • To be considered in adherence, agents in an On Queue status must also be in either Idle, Interacting, or Communicating routing status. The last routing status for concurrent interaction scenarios dictates the agent's perceived routing status.


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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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  • 5.  RE: Schedule Adherence Agent Notification

    Top 25 Contributor
    Posted 10-23-2020 11:29
    Thank you for confirming.  It is really nice when we can be definitive with the agents and your confirmation is very helpful.  PureCloud is still new for our organization but in the last two months we have been pushing for 90% Schedule Adherence.

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    Lisa Cummings
    AdaptHealth LLC
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