Workforce Engagement Management

This concerns the adherence report and exceptions. As we all know, on-queue activity is counted under adherence, and off-queue falls under exception. However, we have several secondary statuses under off-queue, such as outbound calls and admin work, which are actually BAU (Business as Usual) tasks. Since they are categorized under off-queue, they are counted as exceptions, impacting the adherence report. Our goal is to find a solution to include these activities in the adherence report, not as exceptions. One option I considered is creating a new activity code and placing it under 'on queue.' However, this approach would compel them to take calls and potentially impact their ongoing tasks. Additionally, when checking one of the indices in the activity code section, specifically 'count as work time,' it indicates 'yes' for those secondary statuses. If that's the case, these activities should not be counted as exceptions. I'm puzzled about why it's still showing as such.

It's important to note that the our team exclusively relies on the Power BI report for any presentation to management or reference, without considering manual reports

#Intraday,Shrinkage,Adherence
#Reports
#Performance Management
#Genesys Cloud CX

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Manzoor Kolathingal
ACI Payments, Inc
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There are two ways that I can think of to either get this time INTO adherence or to IGNORE it for adherence purposes, but it all starts with getting it on the schedule; if it is not on the schedule, there isn't much I can think to do except lower adherence expectations (noted at the end of this post).  I don't recommend the "on queue" activity codes for the exact limitations you mentioned. They would need to be "on queue" and the only way to avoid receiving calls would be to "deactivate" in all of their queue. Secondarily, there is no opportunity for "secondary statuses" with On Queue. 

Again, my solutions all start with getting it on the schedule. You might consider scheduling this on the work plan if it is at regular intervals or ad hoc adding it to the schedule if it is not. 

In any event, you can create these activity codes and map them to the appropriate secondary statuses.  

To ignore adherence when they are scheduled for this activity, take note of the CATEGORY you created the code under and add this to the management unit's "ignore for adherence" field (adherence tab).  This means that any time they're scheduled for an activity code in that category, their adherence is neutral.  If you decide to go this route, Jay has a great response on this post that outlines how the "ignore for adherence" concept works: https://community.genesys.com/discussion/adherence

To have them "be" in adherence, you would still need to create the activity codes and map them to the secondary statuses.  Once you have the code, it must be added to their schedule in some form: work plan or ad hoc scheduling. Once it is on their schedule, and they're in the appropriate status, they will be considered in adherence.  Many organizations opt to have the system designate when they're scheduled to be off queue by making this activity (for a set period of time) flexible within the work plan. 

From the sounds of it, these are "off queue" activities, so I would recommend nesting these under the "Off queue activity category" but you will need to map it to whatever category aligns with your secondary statuses. 

The last note that I have is many organizations, for this exact reason, actually lower their Adherence % requirements (I want to expect 95%, but I recognize this off queue work will push them out of adherence, so I'm going to bump my expectations down to 87%)

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Shelby Cronk
C1
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Counts as work time is not an adherence related settings - it is specific to minimum and maximum contiguous work time constraint configured in work plans.

If you are wanting for an agent to be in adherence for scheduled on queue periods where they are actually off queue, then there is no way to do this. It would be very bad practice to configure adherence this way even if you could - agents could just never go on queue for scheduled on queue times and hide out in off queue status.

The forecast is a plan, the schedule is a plan, agents not doing what they are scheduled to do is a variance from those plans.

Why not have a block of off queue time in the work plans with variable start times and allow those times to be optimized in relation to forecast on queue time?

The more desire there is to manipulate adherence the less meaningful and truthful the adherence will be.

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Jay Langsford
VP, R&D
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