Workforce Engagement Management

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Adherence when on unpaid meal break

    Posted 02-16-2022 06:44
    No replies, thread closed.
    Hi

    I've noticed agents being credited with adherence when on their meal break, even if they've been non adherent the rest of the day.
    Should this Meal break not be counted as N/A in relation to adherence in this case?

    Thanks
    Jon

    Config is as below

    #Workforce Engagement Management

    ------------------------------
    Jonathan Kelly
    Atom Bank plc
    ------------------------------


  • 2.  RE: Adherence when on unpaid meal break

    Posted 02-17-2022 06:40
    No replies, thread closed.

    If they are scheduled for a meal and have set their presence to meal, then they are in adherence. As to why the On Queue shows as out of adherence, it is probably because of their routing status - specifically their routing status might be 'Not Responding'.

    What does historical adherence view show in the exceptions view when this occurred for their routing status (Status column values with On Queue will show routing status additionally)?

    If you feel the routing status for the agent is one of the acceptable values noted below in footnote 2, then I would recommend opening a support ticket so we can track and investigate further.

    1. The presences **must*** be mapped to activity categories as follows:
        - Available -> Off Queue
        - Away -> Unavailable¹
        - Break -> Break
        - Busy -> Off Queue
        - Meal -> Meal
        - Meeting -> Meeting
        - Idle -> Unavailable¹
        - Offline -> Unavailable¹
        - On Queue -> On Queue²
        - Out of Office³ -> Time Off¹
        - Training -> Training

        ¹ Any presence that is mapped to either "Time Off" or "Unavailable" activity category, will be deemed as being equivalent/interchangeable.

        ² Besides being in the "On Queue" presence, the agent will also have to be in either "Idle", "Interacting", or "Communicating" routing status to be in adherence for "On Queue" activity. The last routing status for concurrent interaction scenarios dictates the agent's perceived routing status.

        ³ Out of Office is not a formal presence, rather it is a flag; however, its presentation as a selectable item along with presences in the user interface makes it seem like one. When the flag is true we ignore current presence and always map to Time Off.

        ⁴ When an agent has no scheduled activities they will be considered as having an "Unscheduled" adherence status regardless of current presence.


    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------



  • 3.  RE: Adherence when on unpaid meal break

    Posted 02-17-2022 07:03
    No replies, thread closed.
    Thanks Jay

    In this instance they were AWOL, so as they weren't in all day, I'd expect to see 0% adherence from them, rather than 11% but a meal break they weren't in to take.

    Does that make sense?
    Thanks
    Jon

    ------------------------------
    Jonathan Kelly
    Atom Bank plc
    ------------------------------

    Original Message


  • 4.  RE: Adherence when on unpaid meal break

    Posted 02-17-2022 08:15
    No replies, thread closed.

    Hi Jon, 

    Logged Out is most likely an acceptable state for the meal, obviously if the employee is AWOL this is technically correct, thus the 11%. 

    Cheers



    ------------------------------
    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
    ------------------------------

    Original Message


  • 5.  RE: Adherence when on unpaid meal break

    Posted 02-17-2022 09:03
    No replies, thread closed.
    ***RESOLVED**

    Turns out he has been in, but showing Out of Adherence despite being 'On Queue' & taking calls, so it's being raised internally for now as an adherence anomaly!

    J

    ------------------------------
    Jonathan Kelly
    Atom Bank plc
    ------------------------------

    Original Message


  • 6.  RE: Adherence when on unpaid meal break

    Posted 02-17-2022 09:17
    No replies, thread closed.

    Do you have 'Activity Equivalency' enabled (Configuration | Management Unit | Adherence)? Having that enabled basically means we only look at On Queue scheduled activities and what the agent is doing and for every other scheduled activity we treat as being adherent. More information at bottom of reply.

    Are Breaks and Meals configured as 'Ignore for Adherence' (Configuration | Management Unit | Adherence)? If they are then we ignore for all adherence determination.


    https://help.mypurecloud.com/articles/configure-historical-adherence/:

    1. To consider non-On Queue activities equivalent for adherence calculations, toggle the Activity Equivalency switch to Yes. To ensure that non-On Queue activities are not considered equivalent for adherence calculations, toggle this switch to No.
      Example: If you set activity equivalency to Yes, then an agent scheduled for Break whose actual presence is Meal is considered in adherence. If you set this option to No, then the agent is considered out of adherence.


    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


  • 7.  RE: Adherence when on unpaid meal break

    Posted 02-17-2022 10:46
    No replies, thread closed.
    If either nothing seems apparent or if historical adherence view does not corroborate from an actual status/activity perspective to what you see in the schedule for scheduled activities, then I would recommend opening a support ticket.

    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


Related Content