When my WFM team makes adjustments to agents' conformance and adherence, the current process involves adding an activity to override the adherence or conformance as if we had pre-scheduled the off-phone activity. Has Genesys found a way to avoid manually adding the time and instead make it an adjustment that the WFM team can pull reports on?
#Monitoring/Adherence------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
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