Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Agent view of their Historical Real Time Adherence

  • 1.  Agent view of their Historical Real Time Adherence

    Top 25 Contributor
    Posted 12 days ago
    Edited by Martin Bunting 11 days ago
    Sorry about the Header.  It should just read "Agent view of their Historical Adherence"


    Is it possible for an agent to view only their Historical Adherence?  As a supervisor, I can view Historical RTA but it is for all agents.  I have a customer wishing for each agent to only see their Adherence.  I can give the agent some supervisory permissions but I don't believe I can restrict them to just their information.
    #AskMeAnything(AMA)
    #Reporting/Analytics
    #Unsure/Other

    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.
    ------------------------------


  • 2.  RE: Agent view of their Historical Real Time Adherence

    Top 25 Contributor
    Posted 11 days ago
    Have you looked at showing them the Punctuality and Conformance scorecards?  That is a good way to show how well they are following their schedule.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Agent view of their Historical Real Time Adherence

    Top 25 Contributor
    Posted 11 days ago
    Thanks, yes, that is what I offered them.  Although Punctuality is not quite the same as Adherence it is very similar.

    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.
    ------------------------------