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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.
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.
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