Hello,

We now have all of our management units in one business unit which I thought would fix our issues of not being able to see adherence when sorting by work teams in the schedule view. Some work teams we are able to view adherence in the schedule view and some we are not. Is there a reason for this? I cannot seem to figure it out.

Hi Amanda,

If agents in a work team belong to different management units then adherence will not display when filtering by that work team. Having all the management units under one business unit will not change this behavior. For adherence to display you can either configure your work teams so all the agents in a work team belong to the same management unit or you can filter by management unit.

Regards

Paul Soulodre

Hello,

We now have all of our management units in one business unit which I thought would fix our issues of not being able to see adherence when sorting by work teams in the schedule view. Some work teams we are able to view adherence in the schedule view and some we are not. Is there a reason for this? I cannot seem to figure it out.

is there any way to change this?

Hi Amanda,

If agents in a work team belong to different management units then adherence will not display when filtering by that work team. Having all the management units under one business unit will not change this behavior. For adherence to display you can either configure your work teams so all the agents in a work team belong to the same management unit or you can filter by management unit.

Regards

Paul Soulodre

Hello,

We now have all of our management units in one business unit which I thought would fix our issues of not being able to see adherence when sorting by work teams in the schedule view. Some work teams we are able to view adherence in the schedule view and some we are not. Is there a reason for this? I cannot seem to figure it out.

Hello,

We now have all of our management units in one business unit which I thought would fix our issues of not being able to see adherence when sorting by work teams in the schedule view. Some work teams we are able to view adherence in the schedule view and some we are not. Is there a reason for this? I cannot seem to figure it out.

https://help.mypurecloud.com/articles/select-work-teams-or-management-units-in-the-schedule-editor/ : "Note: Adherence information is available in the schedule editor only if all the agents in the selected work team are in the same management unit, or if you select just one management unit."

https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/ : "Note: Adherence information is available in the schedule editor only if all the agents in the selected work team are in the same management unit, or if you select just one management unit."

@Belinda Herrera on the Product Management side might know of relevant Ideas that can be tracked. Opening a support ticket about a feature change is not something that will move the needle. Voting on an existing Idea might.

Hello,

We now have all of our management units in one business unit which I thought would fix our issues of not being able to see adherence when sorting by work teams in the schedule view. Some work teams we are able to view adherence in the schedule view and some we are not. Is there a reason for this? I cannot seem to figure it out.

https://help.mypurecloud.com/articles/select-work-teams-or-management-units-in-the-schedule-editor/ : "Note: Adherence information is available in the schedule editor only if all the agents in the selected work team are in the same management unit, or if you select just one management unit."

https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/ : "Note: Adherence information is available in the schedule editor only if all the agents in the selected work team are in the same management unit, or if you select just one management unit."

@Belinda Herrera on the Product Management side might know of relevant Ideas that can be tracked. Opening a support ticket about a feature change is not something that will move the needle. Voting on an existing Idea might.

Hello,

We now have all of our management units in one business unit which I thought would fix our issues of not being able to see adherence when sorting by work teams in the schedule view. Some work teams we are able to view adherence in the schedule view and some we are not. Is there a reason for this? I cannot seem to figure it out.

Hi Amanda, 

There is an idea for this: https://genesyscloud.ideas.aha.io/ideas/WERTAM-I-137.

Please feel free to vote for it and add any additional comments or use cases.

https://help.mypurecloud.com/articles/select-work-teams-or-management-units-in-the-schedule-editor/ : "Note: Adherence information is available in the schedule editor only if all the agents in the selected work team are in the same management unit, or if you select just one management unit."

https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/ : "Note: Adherence information is available in the schedule editor only if all the agents in the selected work team are in the same management unit, or if you select just one management unit."

@Belinda Herrera on the Product Management side might know of relevant Ideas that can be tracked. Opening a support ticket about a feature change is not something that will move the needle. Voting on an existing Idea might.

Hello,

We now have all of our management units in one business unit which I thought would fix our issues of not being able to see adherence when sorting by work teams in the schedule view. Some work teams we are able to view adherence in the schedule view and some we are not. Is there a reason for this? I cannot seem to figure it out.

Hi Amanda, 

There is an idea for this: https://genesyscloud.ideas.aha.io/ideas/WERTAM-I-137.

Please feel free to vote for it and add any additional comments or use cases.

https://help.mypurecloud.com/articles/select-work-teams-or-management-units-in-the-schedule-editor/ : "Note: Adherence information is available in the schedule editor only if all the agents in the selected work team are in the same management unit, or if you select just one management unit."

https://help.mypurecloud.com/articles/view-adherence-information-in-the-schedule-editor/ : "Note: Adherence information is available in the schedule editor only if all the agents in the selected work team are in the same management unit, or if you select just one management unit."

@Belinda Herrera on the Product Management side might know of relevant Ideas that can be tracked. Opening a support ticket about a feature change is not something that will move the needle. Voting on an existing Idea might.

Hello,

We now have all of our management units in one business unit which I thought would fix our issues of not being able to see adherence when sorting by work teams in the schedule view. Some work teams we are able to view adherence in the schedule view and some we are not. Is there a reason for this? I cannot seem to figure it out.