Hello Genesys Community,

Currently we are scheduling our agents for Admin Time in WFM (agents are supposed to be off queue but still logged in). We turned ON the Activity Equivalency option in the adherence rules, as it was causing us too many issues. By doing so, any agent going offline during their Admin Time isn't captured as Out of Adherence. Any suggestion on how to configure activity codes so that offline is captured as out of adherence while agent is supposed to be logged in (even when not on queue), while having activity equivalence still turned on.

Thanks for your help.

Regards,

Marc

Activity equivalency simply treats everything as either on queue versus every thing else from a scheduled activity perspective. That would seem to me as maybe a separate and not entirely related thing to what you want to accomplish here with Admin Time.

Is your 'Admin Time' activity set with the activity category of Unavailable? If so, then Offline presence along with Away and Idle is mapped to Unavailable, which is why someone would still be considered as in adherence for the scheduled activity when offline.

Typically for non-on queue 'work' activity, folks use Off Queue activity category. A few presences map to the Off Queue activity category (Available, Busy, Offline).

Not knowing all the details, I would suggest you consider having the 'Admin Time' configured for the Off Queue activity category and then specify a secondary status (e.g., Available > Admin Time) under the Available primary presence under the Adherence Settings for the activity code. That way if they are scheduled for Admin Time, then they must be in the secondary presence of Admin Time and not offline.

The following resource center has a collapsible section that notes presence to activity mapping: https://help.mypurecloud.com/articles/real-time-adherence-overview/