Genesys Cloud (formerly PureCloud)

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WFM - Adherence manual adjustment in Genesys Cloud?

  • 1.  WFM - Adherence manual adjustment in Genesys Cloud?

    Posted 03-26-2021 05:25
    Hi,

    Can the agent adherence be manually adjusted?

    Lets say I have some agents suddenly has ad-hoc meetings and did not adhere to schedule can we manually adjust that?

    Appreciate your advice. Thanks.
    #QualityManagement

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    Chin Chin
    ITApps Sdn Bhd
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  • 2.  RE: WFM - Adherence manual adjustment in Genesys Cloud?

    GCAP Member
    Posted 03-26-2021 09:23
    What we do is go in and add the event to the agents schedule after the fact (i.e. add the meeting).  We also set the system up to ignore Time Off events for adherence and then created and "adherence exception" PTO reason that we use if we don't have a matching event we can schedule.

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    Jason Lorden
    Independent Health Association, Inc.
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