Workforce Engagement Management

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  • 1.  Adherence at interval level

    Posted 02-26-2025 10:39

    I am wondering if anyone has a requirement to understand adherence at interval level, and if so how you manage this on Genesys Cloud WFM?

    I can select full days from historical adherence, but to understand a specific interval I am scrolling through individual tracking on the schedule to find out if anything unusual occurred.  I am hoping someone can share a more effective way of viewing this data please?

    Thanks, Heather 


    #WorkforceManagement
    #Monitoring/Adherence
    #Reports

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    Heather Henderson
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  • 2.  RE: Adherence at interval level
    Best Answer

    Posted 02-26-2025 13:41

    Thay may not be the easiest way: The Workforce Management team reviews the historical adherence page from the previous day to identify specific adherence outliers. They analyze agents' adherence, filtering exceptions by the number of exceptions per agent and duration to observe trends. By correlating these trends with the schedule, they can identify problematic intervals.



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


  • 3.  RE: Adherence at interval level

    Posted 02-27-2025 09:32

    I agree that it would be very helpful to look at adherence on an interval level.   If my ASA is poor from 8:00am - 8:30am, what was everyone doing and do I have enough people in place.



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
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    Original Message


  • 4.  RE: Adherence at interval level

    Posted 02-28-2025 10:33

    I had hoped there would be a way of getting this already, but as there does not appear to be, I have raised an idea: Ability to understand adherence at | Genesys Cloud Ideas Portal



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    Heather Henderson
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    Original Message


  • 5.  RE: Adherence at interval level

    Posted 02-28-2025 10:49

    Voted!  Thanks for submitting.



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
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    Original Message


  • 6.  RE: Adherence at interval level

    Posted 03-03-2025 04:06

    Great idea, voted.



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    Paul McCluskey
    WFM Consultant
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    Original Message


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