I haven't tested it, but I don't think they will. Looking at the backend data tables, associates are only related to a Scheduling Unit (SU) based on where their shift is defined. So the agent should show in Real Time Adherence (RTA) for the SU where the schedule resides, not where they are actually taking calls.
Also, when looking at Service Level projections in Intraday (or even on the schedule screen) that agent will not contribute to the staffing, the SL or ASA projections in SU B since the schedule is built in SU A . In a larger workgroup, this may not be a big issue as 1 FTE off may only account for less than 1% of the overall staffing. However, in a small workgroup or SU that one FTE may represent a change of 10% or 20% in staffing!
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Kenn Lambing
OHIOHEALTH
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Original Message:
Sent: 01-27-2021 09:25
From: Jyoti Panesar
Subject: Intraday monitoring - Scheduling Unit
What is the impact on Intraday monitoring if an agent from a different scheduling unit is assigned to take calls in another scheduling unit (i.e. if staff X in scheduling unit A is assigned a workgroup to take calls for a scheduling unit B)
Based on the above scenario will the staff show up in the intraday adherence screen B though they do not belong to scheduling unit B but they still have the workgroup assigned to them to handle calls for that scheduling unit?
#WEM/Optimizer
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Jyoti Panesar
Workplace Safety & Insurance Board
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