Hi, all! I need your help.
We have an
I am having an issue with adherence not being negatively impacted when agents forget to log out and leave themselves in an off queue or Unavailable status past the end of their shift.
When an agent logs in when they are not scheduled, it negatively impacts their SCA, which it should. If they are on a call past the end of their shift or leave themselves in an On Queue status past the end of their shift, it negatively impacts their SCA. However, if they leave themselves in an Off Queue or Unavailable status after their shift ends, Genesys is not counting that time against their SCA. This is causing a problem because there is no penalty for agents who are not logging out other than having to do some sort of corrective action. Is this something that is addressed in the set up that I am missing?
#Intraday,Shrinkage,Adherence------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
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