Workforce Engagement Management

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  • 1.  Activity codes and statuses

    Posted 10-09-2019 19:45
    No replies, thread closed.
    Hi ALL

    Not sure if ive missed reading something but with activity codes in WFM, can they not sync back to reflect the status the agent selected at the time?
    While i see the agent will go off queue, lets say for non scheduled work activity. In our org the agent would choose busy and a custom status we have created so from a queue activity view we can see they opted for the busy status and the sub status.

    Does the engine not detect the one of the default statuses at least, not just detect off-queue?
    We are having to manually override the activity which is very time consuming as it only ever detects off-queue or unavailable unless the agent is scheduled for off the phone activity.

    Is that possible?
    #WorkforceManagement

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    Darryn Chang
    Stuff Limited
    New Zealand
    3 Years Purecloud
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  • 2.  RE: Activity codes and statuses

    GENESYS
    Posted 02-04-2020 12:18
    No replies, thread closed.
    Hi Darryn,

    Apologies for the delay, I have just come across the post - have you managed to get a response for your question elsewhere?

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    Tracy
    Genesys
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  • 3.  RE: Activity codes and statuses

    Posted 04-08-2020 11:47
    No replies, thread closed.
    Hello Tracy/Darryn,

    I am also interested in the answer to the original question.

    Please keep me posted.

    Thanks,
    Carmen

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    Carmen Chapman
    Workplace Safety & Insurance Board
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  • 4.  RE: Activity codes and statuses
    Best Answer

    GENESYS
    Posted 04-09-2020 10:06
    No replies, thread closed.

    https://help.mypurecloud.com/articles/real-time-adherence-overview/ - expand the 'About real-time adherence mapping' section to see more about how we map activity categories back to primary presence and how on/off queue and out of office relates.

    If you could provide a specific example of scheduled activity category, actual primary presence, actual on/off queue, and actual out of office, I can comment on what the mapping and adherence status would be if it isn't clear.

    Other helpful articles:

    https://help.mypurecloud.com/articles/how-purecloud-calculates-adherence-and-conformance/

    https://help.mypurecloud.com/articles/create-new-management-unit/ 

    For the last one the 'Configure adherence settings' section might be relevant.

    We are looking at adding secondary presence information in real-time adherence, historical adherence, and schedule pages:

    https://purecloud.ideas.aha.io/ideas/CLWFO-I-155



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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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