Workforce Engagement Management

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  • 1.  Adherance

    Posted 02-03-2025 14:52

    When an agent changes their status during an interaction (e.g., from "On Queue" to "Break"), the system does not always accurately capture their adherence during that transition. This sometimes leads to inaccurate reporting. Has this been looked into or resolved? 


    #Monitoring/Adherence

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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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