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  • 1.  Activity codes "Ignore for Adherence"

    Posted 11-23-2021 15:01

    We are starting to use Adherence as a metric, and I need to find out if the system is working correctly or if we have a bug.

    In activity codes I have set the Activity type Meeting to "Ignore for Adherence"; but whenever we use it, and schedule someone for a meeting it does not ignore for adherence.

    Here are 2 scenarios:

    1. We have scheduled an Agent for a meeting at 10AM for 30 minutes, they log into meeting 10AM, but the meeting ends early, at 10:20AM and they go available, and the "Adherence Exceptions" tracker shows them out of adherence,
    2. An Agent is scheduled for calls and they use "Meeting" then the "Adherence Exceptions" tracker also shows them out of adherence.

    Personally I agree that Scenario B is correct, they are out of Adherence, but scenario A should not be happening, is this a bug?


    Conor Twomey
    Arbella Service Company, Inc. and its Affiliates

  • 2.  RE: Activity codes "Ignore for Adherence"

    Posted 11-24-2021 10:53
    Hi Conor, 

    This is how we have it set and seems to work.

    We have the Status mapped to a Non-ACD Activity Type in Optimizer. 

    In Interaction Administrator we have it set to Unavailable Status Group

    In the Scheduling Unit Configuration we have only ACD checked  under Conformance should include

    Hope this helps!

    Brad Goff
    Palo Alto Networks, Inc.

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