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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Original Message:
Sent: 06-15-2021 08:08
From: Tracy Vickers
Subject: Adherence Out of Schedule
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
Original Message:
Sent: 06-14-2021 01:20
From: Hou Ket Tang
Subject: Adherence Out of Schedule
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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