Workforce Engagement Management

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  • 1.  Adherence Out of Schedule

    Posted 06-14-2021 01:20

    Hi there,

    We have recently noticed that the adherence calculations in WFM report takes into consideration non-adherent time out of schedule. For instance, assuming a consultant is non-adherent (within schedule) for 18 minutes of a 480 minutes schedule, and if the same consultant was stuck on a call for 20 minutes at the end of their shift out of the schedule, this 20 minutes will be taken into consideration in the WFM adherence reports in the following manner:

    Adherence = 1 - ((18 + 20) / (480 + 20)) = 92.4%

    We would like the "out of schedule component" not to be included, i.e.

    Adherence = 1 - (18 / 480) = 96.3%

    I know that this is an option for Genesys Cloud (we are on Genesys Engage Cloud) called Working Outside Shift Considered Exception (How Genesys Cloud calculates adherence and conformance - Genesys Cloud Resource Center), do we have something similar for Genesys Engage Cloud?

    Thank you in advance.

    Regards,

    Tang


    #WorkforceManagement

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    Hou Ket Tang
    Brisbane City Council
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  • 2.  RE: Adherence Out of Schedule

    GENESYS
    Posted 06-15-2021 08:09
    Hi Tang,

    There isn't, however I would recommend that if an agent is showing as non adherent on the adherence screen or teh team lead is notified of them working past their shift I would add marked time to the end of theire shift so tehy stay in adherence.

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    Tracy
    Genesys
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  • 3.  RE: Adherence Out of Schedule

    Posted 06-15-2021 15:35
    This has been an issue for us as well, and I can't seem to wrap my head around the fact that Engage Cloud hold the agents accountable outside of their shift, with no practical way around it.

    This means that if an agent logs in 5 minutes before their shift, they are out of adherence, as well as if they are on a call or simply log out a few minutes after the end of their shift. There is literally no way to discount this time without manually manipulating EVERY schedule where they are available or transacting before or after their shift. This has been a key reason why we are unable to use Adherence Reports out of WFM.

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    ZoeBeatty
    Workforce Management Specialist
    Las Vegas Valley Water District
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  • 4.  RE: Adherence Out of Schedule

    Posted 06-15-2021 18:39
    Thank you Tracey, I am in agreeance with Zoe that it is not feasible to assign marked time to every shift considering the number of staff we have. Can you advise if this function is on the roadmap?

    Also, alternatively, are there other ways we may be able to make this work? We were considering making the "No Activity" scheduled state a "non-adherence" state, will that work?

    Thanks.

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    Hou Ket Tang
    Brisbane City Council
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  • 5.  RE: Adherence Out of Schedule

    GENESYS
    Posted 06-17-2021 09:46
    Hi Tang,

    I am not aware of anything on the roadmap, however there is a similar request on our ideas lab - I would recommend you add your comments to make Product Management aware the need is there by more customers - https://genesysengage.ideas.aha.io/ideas/ENWEM-I-43

    I wouldn't recommend you use the no activity fixed state as non adherent - the agent would still be out of adherence if they are logged in and at the end of their shift. If you change the adherence rules to logged in that would affect everybody else.


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    Tracy
    Genesys
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