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!