Workforce Engagement Management

Hello Genesys Community, 

Here's the situation:  Agent schedule reflects the following:  

8:00 AM - Noon approved absence (offline phone status)

noon - 12:30 PM - unpaid lunch (offline phone status = not adherent to schedule; phone status of meal equates to adherent to schedule)

12:30 PM - 4:30 PM On Queue work

How have you handled the expectation that the agent would login/go on queue at 12:30 PM with adherence?  How did you update the schedule to hold the agent harmless from not logging on and setting phone status to meal?  

#AgentAdherence

thank you for your suggestions!  

Hi @Sally Bowers,

We too have a similar issue and have applied a vote to the following idea: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-447. 

The idea is "Meal Code Mapping to Include Offilne Status" and is currently under PM Review. This would solve your issue I believe if this was introduced. 

Hello Genesys Community, 

Here's the situation:  Agent schedule reflects the following:  

8:00 AM - Noon approved absence (offline phone status)

noon - 12:30 PM - unpaid lunch (offline phone status = not adherent to schedule; phone status of meal equates to adherent to schedule)

12:30 PM - 4:30 PM On Queue work

How have you handled the expectation that the agent would login/go on queue at 12:30 PM with adherence?  How did you update the schedule to hold the agent harmless from not logging on and setting phone status to meal?  

#AgentAdherence

thank you for your suggestions!  

Hello Genesys Community, 

Here's the situation:  Agent schedule reflects the following:  

8:00 AM - Noon approved absence (offline phone status)

noon - 12:30 PM - unpaid lunch (offline phone status = not adherent to schedule; phone status of meal equates to adherent to schedule)

12:30 PM - 4:30 PM On Queue work

How have you handled the expectation that the agent would login/go on queue at 12:30 PM with adherence?  How did you update the schedule to hold the agent harmless from not logging on and setting phone status to meal?  

#AgentAdherence

thank you for your suggestions!  

I think there are two possible work arounds for this:

1) When you add the approved absence, extend it or add a second request to cover the lunch

2) In the Management Unit, add the meal code as "ignore for adherence;" the down side of that is that in a normal situation, meal will be ignored for adherence as well. 

Hello Genesys Community, 

Here's the situation:  Agent schedule reflects the following:  

8:00 AM - Noon approved absence (offline phone status)

noon - 12:30 PM - unpaid lunch (offline phone status = not adherent to schedule; phone status of meal equates to adherent to schedule)

12:30 PM - 4:30 PM On Queue work

How have you handled the expectation that the agent would login/go on queue at 12:30 PM with adherence?  How did you update the schedule to hold the agent harmless from not logging on and setting phone status to meal?  

#AgentAdherence

thank you for your suggestions!  

Hello Genesys Community, 

Here's the situation:  Agent schedule reflects the following:  

8:00 AM - Noon approved absence (offline phone status)

noon - 12:30 PM - unpaid lunch (offline phone status = not adherent to schedule; phone status of meal equates to adherent to schedule)

12:30 PM - 4:30 PM On Queue work

How have you handled the expectation that the agent would login/go on queue at 12:30 PM with adherence?  How did you update the schedule to hold the agent harmless from not logging on and setting phone status to meal?  

#AgentAdherence

thank you for your suggestions!  

Hi Sally, we've created an Unavailable segment for "PTO Meal" which we manually change from a normal Meal segment to account for that. 

Hello Genesys Community, 

Here's the situation:  Agent schedule reflects the following:  

8:00 AM - Noon approved absence (offline phone status)

noon - 12:30 PM - unpaid lunch (offline phone status = not adherent to schedule; phone status of meal equates to adherent to schedule)

12:30 PM - 4:30 PM On Queue work

How have you handled the expectation that the agent would login/go on queue at 12:30 PM with adherence?  How did you update the schedule to hold the agent harmless from not logging on and setting phone status to meal?  

#AgentAdherence

thank you for your suggestions!  

Hello Genesys Community, 

Here's the situation:  Agent schedule reflects the following:  

8:00 AM - Noon approved absence (offline phone status)

noon - 12:30 PM - unpaid lunch (offline phone status = not adherent to schedule; phone status of meal equates to adherent to schedule)

12:30 PM - 4:30 PM On Queue work

How have you handled the expectation that the agent would login/go on queue at 12:30 PM with adherence?  How did you update the schedule to hold the agent harmless from not logging on and setting phone status to meal?  

#AgentAdherence

thank you for your suggestions!