Workforce Engagement Management

 View Only

Discussion Thread View
  • 1.  Activity - Out of Adherence warning

    Posted 12-01-2023 00:11
    Hi all,
    We've received feedback from staff recently regarding this warning notification in the Activity tab of Genesys.  Just wondering if there's any ability to alter when this message appears?  Our Workforce Planner has setup to exclude any Out of Adherence activity for a period of 1 minute.  This typically allows people time to go on queue and not let to affect their stats.  
    This popup below however appears seconds after their status change.  Whilst this is logically factual that someone is out of adherence in the moment, we were wondering if there was a way to prevent this message from appearing so soon or is there a way through roles to disable/remove this notification?  Our contact centre doesn't operate on strict KPI's so having pop-ups like these counters the expectations we have for our staff.  

    #Genesys Cloud CX

    Robert Niblock

  • 2.  RE: Activity - Out of Adherence warning

    Posted 12-01-2023 03:58

    Hi Robert, not specifically to control that alert as far as I'm aware but if you're quite flexible and not overly concerned with adherence you could add activities to the "

    Vaun McCarthy

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources