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:
- 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,
- 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?
#WEM/Optimizer------------------------------
Conor Twomey
Arbella Service Company, Inc. and its Affiliates
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