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WFM - Historical Adherence Status

  • 1.  WFM - Historical Adherence Status

    GCAP Member
    Posted 30 days ago
    under WFM Historical Adherence - Status, can someone explain the On queue (off Queue) scenario

    pic will not load, sorry


    On Queue (not responding) makes sense to us, On Queue (off queue) does not
    #Unsure/Other

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    Michael Schimento
    Zenith Insurance Company
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  • 2.  RE: WFM - Historical Adherence Status

    GENESYS
    Posted 29 days ago
    Edited by Jay Langsford 29 days ago
    I do not believe routing status should be Off Queue if presence is On Queue. WFM simply queries Analytics for presence and routing history. I would encourage you to open a support case with Care so we can track, request for more information to troubleshoot, etc. Do you ever see this scenario in real-time adherence? I ask because instead of Analytics queries, WFM for real-time, relies on various events for presence and routing changes.

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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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  • 3.  RE: WFM - Historical Adherence Status

    GCAP Member
    Posted 28 days ago

    I will check with the call center manager on your question about seeing it in real-time adherence, I believe she mentioned that she does but I want to make sure.

     

    I can absolutely open a case....

     

    Thank you

     

    .

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     


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  • 4.  RE: WFM - Historical Adherence Status

    GENESYS
    Posted 29 days ago
    Please refer to Routing Status documentation:
    https://help.mypurecloud.com/glossary/routing-status/


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    Abdullah Samim
    Genesys - Employees
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  • 5.  RE: WFM - Historical Adherence Status

    GCAP Member
    Posted 28 days ago

    Thank you, I had found that page and information. It all makes sense except for what we are seeing, On Queue (Off Queue)

     

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     


     *********************************************************** NOTICE: This e-mail, including attachments, contains information that may be confidential, protected by the attorney/client or other privileges, or exempt from disclosure under applicable law.  Further, this e-mail may contain information that is proprietary and/or constitutes a trade secret.  This e-mail, including attachments, constitutes  non-public information intended to be conveyed only to the designated recipient of this communication, please be advised that any disclosure, dissemination, distribution, copying, or other use of this communication or any attached document is strictly prohibited.  If you have received this communication in error, please notify the sender immediately by reply e-mail and promptly destroy all electronic and printed copies of this communication and attached documents. ***********************************************************