Genesys Cloud - Main

Hi All, 

My center is new to doing concurrent interactions and have recently set agents to up to 2 messages at a time. The group is small so schedule adherence is important to coverage. In the event they are getting close to their scheduled break or meal time and they only have 1 active message, it's possible they'll receive a 2nd message which will then keep them from going to break or meal on time. Some agents have been putting themselves into Available as they're finishing up their message to prevent this from happening and so they can better adhere to their break and meal times. However, being in Available (even though they're interacting) throws them out of adherence and impacts their stats and creates manual adjustments for our WF team. The only other solution I can think of is building off-queue schedules instead of on-queue schedules, which would prevent adherence adjustments but would also eliminate our stats on their adherence. This seems like it would be a common issue so I'm wondering if anyone has a solution I'm not thinking of. 

"building off-queue schedules instead of on-queue schedules" can you expand on this? It isn't clear to me. Having a schedule as all/mostly off queue would still result in adherence events if the agent went on queue during the off queue scheduled time.

Schedules are plans; agents not adhering to the schedule are out of adherence. Games to hide or cover up adherence events (i.e., by configuration, by schedule changes done in arrears) is deception. My recommendation would be to lower your expectation on what very good adherence is (e.g., instead of 98% maybe you adjust to 96%). You can also weigh conformance higher than adherence when evaluating agents - e.g., you are more concerned with total on queue time given versus scheduled over the actual timing of status changes compared to schedule.

Shops that attempt to circumvent adherence by various means tend to have too aggressive of adherence goals and might have some form of compensation or benefit set at different tiers of adherence for agents and sometimes supervisors. The comp/benefit leads to desires to essentially game or work the system and so it has to be realistic with checks and balances.

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Jay Langsford
VP, R&D
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