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  • 1.  Adherence is calculating incorrectly when I select statuses to 'Ignore for adherence'?

    Posted 04-27-2023 23:54
    No replies, thread closed.

    I'm not sure if I understand this correctly so looking for some clarity on this.

    He have an issue where when a computer is locked, power saving mode cuts off the internet, and thus disconnecting an agent from Genesys Cloud, causing their status to change from say 'Meal', to 'Unavailable'.

    So the power saving mode issue aside, we thought a work around would be to make 'Unavailable' a Neutral status for adherence, as seen in the attached picture 'Adherence Setting.PNG'. Thinking that if an agent goes unavailable because their internet has cut out, Genesys wouldn't include that as negative adherence in the calculation for the day.

    However, when we do this, adherence seems to calculate incorrectly, unless I'm reading it wrong.

    For example, I have attached picture 'Agent Adherence.PNG' which shows an agent who has locked their computer, which we can see when she went on 'Meeting', and then on 'Meal', and then 'Team Meeting'.

    The adherence from the day reads as 58%.

    But with the statuses that are included as neutral, that leaves only 4 hours of On Queue call time available which they need to be in adherence.

    Which means that they would need to be out of adherence in On Queue time for 1.68 hours to be at 58%, but as you can see from the picture, she is not out of adherence for that time.

    She in in fact only out of adherence for 54mins 58 seconds, or 22.9% out of adherence for those 4 hours, which means she should be in adherence for 77.1%

    Am I missing something here, or do I not understand how the functionality for Ignore Adherence works?

    Any advice would be greatly appreciated.


    #PlatformAdministration
    #QualityManagement
    #Reporting/Analytics
    #SystemAdministration

    ------------------------------
    Glen Tylee
    Fonterra
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  • 2.  RE: Adherence is calculating incorrectly when I select statuses to 'Ignore for adherence'?

    Posted 04-27-2023 23:59
    No replies, thread closed.

    Glen,
    Seems you might be looking at this from the wrong side of the barn.  Why not just increase the timer on the Power Saving mode to account for time away from the computer like breaks and meals - something like 90 minutes.  I am sure the extra few minutes of being powered on will not break the bank!  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Adherence is calculating incorrectly when I select statuses to 'Ignore for adherence'?

    Posted 04-28-2023 00:05
    No replies, thread closed.

    Yes thats something I am working on, however due to the size of the company and the many security hoops I am going to have to jump through to get this done, it's not going to be something that can be resolved very quickly, or maybe not at all. 

    I know this is not a hard task for someone on a personal computer, however the company computers and the restrictions in place complicate this. 

    I 100% agree with you though. 



    ------------------------------
    Glen Tylee
    Fonterra
    ------------------------------

    Original Message


  • 4.  RE: Adherence is calculating incorrectly when I select statuses to 'Ignore for adherence'?

    Posted 04-28-2023 00:10
    No replies, thread closed.

    Big Brother causing unknown grief and expense for the rest of us!!!

    The other option I would suggest is to set the Idle Timeout just below the or at the power-saving timeout and just log them out of Genesys Cloud - no problem with reporting then.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Adherence is calculating incorrectly when I select statuses to 'Ignore for adherence'?

    Posted 04-28-2023 00:21
    No replies, thread closed.

    If they are logged out, would that not have the same result as being unavailable? Would that not count as out of adherence? 

    Like I almost want the opposite, for them to stay logged in and in 'Meeting' or 'Meal' despite being disconnected from the internet. 



    ------------------------------
    Glen Tylee
    Fonterra
    ------------------------------

    Original Message


  • 6.  RE: Adherence is calculating incorrectly when I select statuses to 'Ignore for adherence'?

    Posted 04-28-2023 00:45
    No replies, thread closed.

    Yes, but a lot easier to report on than "Unknown"  Really, you need to present this problem to the "security" team.  What part of power options is really about security - there are much better ways to ensure security at the agent desktop.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 7.  RE: Adherence is calculating incorrectly when I select statuses to 'Ignore for adherence'?

    Posted 04-30-2023 08:45
    Edited by Jay Langsford 04-30-2023 08:50
    No replies, thread closed.

    Ignore for Adherence is concerned with the scheduled activity not their actual presence. 

    We do not support the case of the agent, again using your configuration, being in an Unavailable mapped activity and magically having a neutral adherence for _any_ scheduled activity. Agents could, if we supported that, hang out in these magical presences for large portions of their shift and shortchanging you on scheduled/planned On Queue time.

    More info on a previous post of mine: https://community.genesys.com/discussion/adherence#bm0191d0eb-aaa2-4e48-ace5-0184d3234413

    Presence to activity mapping info can be found on tab 2 of the following page which might help: https://help.mypurecloud.com/articles/real-time-adherence-overview/

    Also info on how adherence and conformance is calculated: https://help.mypurecloud.com/articles/how-genesys-cloud-calculates-adherence-and-conformance/



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    Jay Langsford
    VP, R&D
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  • 8.  RE: Adherence is calculating incorrectly when I select statuses to 'Ignore for adherence'?

    Posted 05-04-2023 10:03
    No replies, thread closed.

    OK, so just a thought, but how about if Genesys allowed statuses like "meal" to be persistent when you disconnect? (You could do that in PureCloud.) That way, if an agent sets their status and the connection drops, they will maintain their set status on not be out of adherence.
    I'm not sure if you can do this already (I thought you could) but if not, an Idea perhaps?



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    Paul Simpson
    Eventus Solutions Group
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    Original Message


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