I have a customer using Genesys Cloud WFM to schedule on-queue as well as back office work. My question surrounds adherence stats when mapping secondary statuses to Off-Queue work.

In my screenshot, I have several activity codes with Off Queue activity and mapped to a secondary status. For Off Queue work, agents can be either in Available or Busy statuses to be in adherence (https://help.mypurecloud.com/articles/real-time-adherence-overview/). I did some testing and found the following:
* When secondary status is mapped in Activity Codes, agent must be in Busy with the specific secondary status to be adhering. If agent is in Available, then agent is NOT adhering. Implications - agent cannot receive internal calls from team member when in Busy mode.
* When secondary status is unmapped in Activity Codes, agent can be in either Available or Busy (any secondary status) to be adhering. Implications - we lose visibility of secondary status in reporting.

Is this correct? What do most users do in this situation?

Real-time adherence, historical adherence, or both? If not both, then which one is correct and which one exhibits the issue? Is the behavior consistent and repeatable or transient?

If there is nothing obvious, I would recommend opening a support ticket so we can investigate further.

I have a customer using Genesys Cloud WFM to schedule on-queue as well as back office work. My question surrounds adherence stats when mapping secondary statuses to Off-Queue work.

In my screenshot, I have several activity codes with Off Queue activity and mapped to a secondary status. For Off Queue work, agents can be either in Available or Busy statuses to be in adherence (https://help.mypurecloud.com/articles/real-time-adherence-overview/). I did some testing and found the following:
* When secondary status is mapped in Activity Codes, agent must be in Busy with the specific secondary status to be adhering. If agent is in Available, then agent is NOT adhering. Implications - agent cannot receive internal calls from team member when in Busy mode.
* When secondary status is unmapped in Activity Codes, agent can be in either Available or Busy (any secondary status) to be adhering. Implications - we lose visibility of secondary status in reporting.

Is this correct? What do most users do in this situation?

Hi Jay

I'm just considering real time adherence at the moment, which then feeds into historical adherence. What I described above with mapping of secondary statuses (or unmapped) is always consistent (not intermittent).

Ideally customer would like to have secondary statuses mapped in Activity Codes, but they also require their users to be available to accept internal phone calls. To be adhering, agents will need to be placed in Busy with the secondary status, but they cannot receive internal calls in Busy status. To get around this issue, customer had to unmap all secondary statuses and agents can be in Available to be adhering, but they lose visibility of the specific work that agents are working on.

Cherith

Real-time adherence, historical adherence, or both? If not both, then which one is correct and which one exhibits the issue? Is the behavior consistent and repeatable or transient?

If there is nothing obvious, I would recommend opening a support ticket so we can investigate further.

I have a customer using Genesys Cloud WFM to schedule on-queue as well as back office work. My question surrounds adherence stats when mapping secondary statuses to Off-Queue work.

In my screenshot, I have several activity codes with Off Queue activity and mapped to a secondary status. For Off Queue work, agents can be either in Available or Busy statuses to be in adherence (https://help.mypurecloud.com/articles/real-time-adherence-overview/). I did some testing and found the following:
* When secondary status is mapped in Activity Codes, agent must be in Busy with the specific secondary status to be adhering. If agent is in Available, then agent is NOT adhering. Implications - agent cannot receive internal calls from team member when in Busy mode.
* When secondary status is unmapped in Activity Codes, agent can be in either Available or Busy (any secondary status) to be adhering. Implications - we lose visibility of secondary status in reporting.

Is this correct? What do most users do in this situation?

Hi Jay

I'm just considering real time adherence at the moment, which then feeds into historical adherence. What I described above with mapping of secondary statuses (or unmapped) is always consistent (not intermittent).

Ideally customer would like to have secondary statuses mapped in Activity Codes, but they also require their users to be available to accept internal phone calls. To be adhering, agents will need to be placed in Busy with the secondary status, but they cannot receive internal calls in Busy status. To get around this issue, customer had to unmap all secondary statuses and agents can be in Available to be adhering, but they lose visibility of the specific work that agents are working on.

Cherith

Real-time adherence, historical adherence, or both? If not both, then which one is correct and which one exhibits the issue? Is the behavior consistent and repeatable or transient?

If there is nothing obvious, I would recommend opening a support ticket so we can investigate further.

I have a customer using Genesys Cloud WFM to schedule on-queue as well as back office work. My question surrounds adherence stats when mapping secondary statuses to Off-Queue work.

In my screenshot, I have several activity codes with Off Queue activity and mapped to a secondary status. For Off Queue work, agents can be either in Available or Busy statuses to be in adherence (https://help.mypurecloud.com/articles/real-time-adherence-overview/). I did some testing and found the following:
* When secondary status is mapped in Activity Codes, agent must be in Busy with the specific secondary status to be adhering. If agent is in Available, then agent is NOT adhering. Implications - agent cannot receive internal calls from team member when in Busy mode.
* When secondary status is unmapped in Activity Codes, agent can be in either Available or Busy (any secondary status) to be adhering. Implications - we lose visibility of secondary status in reporting.

Is this correct? What do most users do in this situation?

Hi Cherith.

Would it work if you changed the agent secondary status to be mapped to the "Available" status code instead of "Busy" under Organization Settings >  Available? And then you can update your activity codes for WFM to any of the secondary status codes under available and have that level of detail in your schedule you are seeking and should give you adherence? I have not tested for implications but it seems to fit the requirement you are seeking to allow agents be in Available and receive internal calls.

Just a thought.

Mal

Hi Jay

I'm just considering real time adherence at the moment, which then feeds into historical adherence. What I described above with mapping of secondary statuses (or unmapped) is always consistent (not intermittent).

Ideally customer would like to have secondary statuses mapped in Activity Codes, but they also require their users to be available to accept internal phone calls. To be adhering, agents will need to be placed in Busy with the secondary status, but they cannot receive internal calls in Busy status. To get around this issue, customer had to unmap all secondary statuses and agents can be in Available to be adhering, but they lose visibility of the specific work that agents are working on.

Cherith

Real-time adherence, historical adherence, or both? If not both, then which one is correct and which one exhibits the issue? Is the behavior consistent and repeatable or transient?

If there is nothing obvious, I would recommend opening a support ticket so we can investigate further.

I have a customer using Genesys Cloud WFM to schedule on-queue as well as back office work. My question surrounds adherence stats when mapping secondary statuses to Off-Queue work.

In my screenshot, I have several activity codes with Off Queue activity and mapped to a secondary status. For Off Queue work, agents can be either in Available or Busy statuses to be in adherence (https://help.mypurecloud.com/articles/real-time-adherence-overview/). I did some testing and found the following:
* When secondary status is mapped in Activity Codes, agent must be in Busy with the specific secondary status to be adhering. If agent is in Available, then agent is NOT adhering. Implications - agent cannot receive internal calls from team member when in Busy mode.
* When secondary status is unmapped in Activity Codes, agent can be in either Available or Busy (any secondary status) to be adhering. Implications - we lose visibility of secondary status in reporting.

Is this correct? What do most users do in this situation?

Hi Mal and Heidi

Thanks so much for your responses. I don't know why but I don't seem to get email notification of any messages coming through this channel.

Mal, I have tested your suggestion. I mapped the secondary Off Queue activities and creating secondary statuses for Available. This solution works, although I do need to get my head around using Available for actual work rather than bumming around doing nothing. 

Heidi, thanks for your suggestion. I guess your option works for adherence purposes. But I would expect this would stuff up the scheduling engine's calculation of required FTEs vs the number of actual agents who is performing the work. So, in Intraday Monitoring, this would make your Predicted Service Level to be constantly higher that your Actual Service Level?

Cherith

Hi Cherith.

Would it work if you changed the agent secondary status to be mapped to the "Available" status code instead of "Busy" under Organization Settings >  Available? And then you can update your activity codes for WFM to any of the secondary status codes under available and have that level of detail in your schedule you are seeking and should give you adherence? I have not tested for implications but it seems to fit the requirement you are seeking to allow agents be in Available and receive internal calls.

Just a thought.

Mal

Hi Jay

I'm just considering real time adherence at the moment, which then feeds into historical adherence. What I described above with mapping of secondary statuses (or unmapped) is always consistent (not intermittent).

Ideally customer would like to have secondary statuses mapped in Activity Codes, but they also require their users to be available to accept internal phone calls. To be adhering, agents will need to be placed in Busy with the secondary status, but they cannot receive internal calls in Busy status. To get around this issue, customer had to unmap all secondary statuses and agents can be in Available to be adhering, but they lose visibility of the specific work that agents are working on.

Cherith

Real-time adherence, historical adherence, or both? If not both, then which one is correct and which one exhibits the issue? Is the behavior consistent and repeatable or transient?

If there is nothing obvious, I would recommend opening a support ticket so we can investigate further.

I have a customer using Genesys Cloud WFM to schedule on-queue as well as back office work. My question surrounds adherence stats when mapping secondary statuses to Off-Queue work.

In my screenshot, I have several activity codes with Off Queue activity and mapped to a secondary status. For Off Queue work, agents can be either in Available or Busy statuses to be in adherence (https://help.mypurecloud.com/articles/real-time-adherence-overview/). I did some testing and found the following:
* When secondary status is mapped in Activity Codes, agent must be in Busy with the specific secondary status to be adhering. If agent is in Available, then agent is NOT adhering. Implications - agent cannot receive internal calls from team member when in Busy mode.
* When secondary status is unmapped in Activity Codes, agent can be in either Available or Busy (any secondary status) to be adhering. Implications - we lose visibility of secondary status in reporting.

Is this correct? What do most users do in this situation?