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  • 1.  Activity Equivalency - MU Setting

    Posted 07-17-2024 09:11
    No replies, thread closed.

    Hi Everyone,

    Looking for feedback from those who are using the activity equivalency setting under the WFM Management Unit configuration. We currently don't have this setting enabled and I'm curious what you would consider the pros and cons of enabling this feature. After you enable this feature did you have any unexpected outcomes or new agent behaviors to be mindful of?


    #Workforce Management

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    Garrett Gardner
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  • 2.  RE: Activity Equivalency - MU Setting

    Posted 07-25-2024 05:27
    No replies, thread closed.

    Hi Garrett,

    I'm replying to boost the question to see if anyone can help.



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    Tracy
    Genesys
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  • 3.  RE: Activity Equivalency - MU Setting
    Best Answer

    Posted 07-27-2024 13:03
    No replies, thread closed.

    Hi @Garrett Gardner  For me, having the Activity Equivalency on makes monitoring shrinkage much more difficult because you can't guarantee the accuracy in the the status reports. You may wonder why your SL is bad and look at the status time to see that it is because there are too many Coachings happening when, in actuality, agents were off queue for personal time (that is our restroom code).  Since there is no consequence to the agent in choosing the wrong status, there is also no incentive for them to do so.  



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 4.  RE: Activity Equivalency - MU Setting

    Posted 07-30-2024 09:14
    No replies, thread closed.

    100% on your assessment - especially the last "Since there is no consequence to the agent in choosing the wrong status, there is also no incentive for them to do so." part.

    We do have customers that simply want a black and white view of On Queue and then one bucket for everything else. I would say it is not very common in practice that customers will have this option enabled. To be honest I think some of those performance managers that get evaluated/compensated on adherence numbers like to play games (activity equivalency, ignoring certain scheduled activities for adherence, changing schedules in arrears, etc.) to artificially boost those numbers. Similar to those that want to have all, not just short, abandons removed from service level calculations.



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    Jay Langsford
    VP, R&D
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    Original Message


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