Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Exempting Statuses from Adherence

  • 1.  Exempting Statuses from Adherence

    NEW MEMBER
    Posted 7 days ago
    Good Morning,

    We are running into an issue where we need agents to go Off Queue temporarily in specific situations and want them to use a specific status for tracking.  Is there a way to except a status from affecting Schedule Adherence?

    Thanks in advance,
    #Unsure/Other

    ------------------------------
    Cedric Harris
    Tresta, Inc. dba PATLive
    ------------------------------


  • 2.  RE: Exempting Statuses from Adherence

    GENESYS
    Posted 6 days ago
    Edited by Chuck Swain 6 days ago
    Cedric,

    There is a way to ignore an Activity from Adherence, but that process will likely eliminate from your adherence reporting more than expected to accomplish your goal. I'm currently not recommending this. 

    Adherence is not an exact science, but it's always best to make your best attempt to plan in advance your agent's scheduled activities in a given day.  As you say "specific situations"  I'm thinking these are random and cannot be planned.  If there is an organizational awareness around these events and they are considered required as part of agent's daily responsibilities, they would be considered discretionary activities and therefore be made part of the agent adherence "formula" for your organization.

    I typically address adherence by discussing the essential elements of the agent role like 1. Agent Expectations 2. AHT, 3. # Scheduled Events. Agent Expectations include the things like "specific situations", if those can be quantified that information can be applied to your Adherence Target.   ​

    Exception entry is busy-work! Having a goal that is set in accordance with your quantifiable expectations of agents will go far in eliminating the compulsion to manage adherence by exception entry and free up more time for planners work.


    ------------------------------
    Chuck Swain
    Genesys
    WEM Leadership
    ------------------------------



  • 3.  RE: Exempting Statuses from Adherence

    GENESYS
    Posted 6 days ago

    I second Chuck's comments.

    You don't want to have a mechanism that agents can blatantly abuse. Let's say you could configure one presence to be ignored for adherence...what prevents an agent from simply hanging out in that presence whenever they want? Worst case you'd have 100% schedule adherence with 0 actual on queue time given.

    A much more practical solution is to set more reasonable adherence goals for agents. Many times the business sets unreasonably high adherence expectations (e.g., >=95%) when they know there are business reasons, like your example, that occur. So, instead of 97% schedule adherence goal maybe determine how much time budget you want to account for that time and set it lower - something like 92% or something.

    We have also seen cases where there is a drive by the agent and supervisor to 'change history' to artificially get agents to near 100% schedule adherence. This type of exception management, as Chuck mentions, is laborious and, worse, it doesn't reflect what actually happened.

    Some folks might think my example of 92% schedule adherence goal is too low, but in practice in other systems they 'pencil whipped' the numbers to get higher adherence by editing the schedule in arrears, approving exceptions, configuring the system to ignore certain agent statuses, etc.



    ------------------------------
    Jay Langsford
    Senior Director, Workforce Optimization Engineering
    ------------------------------



  • 4.  RE: Exempting Statuses from Adherence

    Posted 6 days ago
    I agree with Jay- excellent wisdom there.

    ------------------------------
    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
    ------------------------------



  • 5.  RE: Exempting Statuses from Adherence

    NEW MEMBER
    Posted 6 days ago
    Thank you for the insight.  The issue we have is that for one specific call type there may be a situation where the agent needs to escalate information to multiple different external contacts.  This may occur once in every 20 calls for this specific call type.  As part of the escalation process, we do not want the agent interrupted by other calls.  Ideally, we would use a specific status for this process that does not affect adherence but would allow us the ability to easily identify abuse on the status.  Currently, we've changed ACW to discretionary, so that agents would remain in ACW during escalation process, however, that also means that for 19/20 calls agents have the discretionary ACW time as well.  For us, policing the 1/20 incidents is more efficient than the 19/20.

    ------------------------------
    Cedric Harris
    Tresta, Inc. dba PATLive
    ------------------------------



  • 6.  RE: Exempting Statuses from Adherence

    GENESYS
    Posted 6 days ago
    Edited by Chuck Swain 6 days ago

    Expecting agents to utilize normal ACW for this extra effort is your answer. It's work and it won't affect their adherence.  (not sure what you mean by discretionary ACW). After Call Work should be included as part of an interaction as it's an element of true workload for planning purposes.

     

    Since it sounds like this escalation work is part of an interaction, you'd want your agents to utilize ACW to ensure that the work is counted as workload for future forecasting, scheduling and capacity planning.

     

    Chuck Swain

     






  • 7.  RE: Exempting Statuses from Adherence

    NEW MEMBER
    Posted 6 days ago
    Edited by Cedric Harris 6 days ago
    Discretionary is a setting for ACW within PureCloud (Mandatory, Discretionary).  Again the issue is that it is now all of the agents in this queue are in control of their ACW for every calls, which we have to monitor for abuse. Instead we would rather the agents have a different process for the 1/20 calls which would be much easier to monitor for abuse.  Our issue is not with forecasting, but in monitoring for abuse and still tracking adherence accurately.

    ------------------------------
    Cedric Harris
    Tresta, Inc. dba PATLive
    ------------------------------