Workforce Engagement Management

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  • 1.  Adherence adjustments for activities

    Posted 08-07-2024 11:51

    Is there a way to double map an activity code? For example, allowing an off queue actual activity to stay in adherence during an on queue scheduled event?  


    #Monitoring/Adherence

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    Amanda Caldwell
    Sedgwick Claims Management Services, Inc.
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  • 2.  RE: Adherence adjustments for activities

    Posted 08-08-2024 15:41

    @Amanda Caldwell If I am understanding the ask correctly, the answer is no.  You cannot configure an individual off-queue status be neutral for adherence.  What is the scenario?  Maybe there is another workaround.  



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


  • 3.  RE: Adherence adjustments for activities

    Posted 08-08-2024 18:22

    We have agents that go in and out of on queue and an off queue status for training of new hires. We would like to be able to map the adherence so that we don't need to update every single OOA exception for 20+ agents, 8 hours a day for weeks.

     

    Amanda Caldwell  |  Workforce Management Manager
    Sedgwick
    CELL 484-903-0430| EMAIL     Amanda.caldwell@sedgwick.com 
    sedgwick.com 

     




    Original Message


  • 4.  RE: Adherence adjustments for activities

    Posted 08-09-2024 08:22
    My team is going through the same thing, too.

    Our reps bounce back and forth between going off queue to train & going on queue to train.

    We also have Reps who go back and forth between going off queue to make outbound calls & going on queue for incoming customer calls.

    There's no way for them to be in adherence that I've found because they're either scheduled on queue or off.

     Since we can't approve adherence exceptions in this system, we just have to let their Supervisor know their team members adherence will be off and their agents can expect to get notifications all day about it.
    Jacquie  Turner
    Workflow Coordinator II
    Customer Service

    NYCM Insurance
    1899 Central Plaza East
    Edmeston, NY 13335-0336
    Phone: (800) 234-6926
    Fax: (607) 965-2520

    nycm.com





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    Original Message


  • 5.  RE: Adherence adjustments for activities

    GENESYS
    Posted 08-12-2024 11:58

    Thank you all for your input.  I wanted to make you aware of a couple of features that we're working on.  The first one will allow you to notify your agents of their next scheduled activity up to 15min before the scheduled time and will also allow you to disable the notification for any activity category that you wish. https://genesyscloud.ideas.aha.io/ideas/WEM-I-331

    The second one will allow you to map a secondary status to multiple activity codes and you will also be able to set any specific activity code to "Ignore for Adherence".  This setting will also prevent the OOA notification to be sent to your agents.  https://genesyscloud.aha.io/ideas/ideas/WFMRTM-I-26

    While these new features may not address your specific use case perfectly, they might be a possible workaround for now.

    Thanks again for your feedback.



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    Belinda Herrera
    Genesys, Staff Product Manager
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    Original Message


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