Hi Genesys Community!

I would love to please ask for any advice to manage some poor agent behaviour I have recently uncovered. 

It seems that some agents are sitting on queue in idle - but with no phone selected (no station). This means that they are showing as being in adherence but are not taking calls. 

I have tried to set up an alert, and while I can set one for an agent in idle, it doesn't seem like I can add a parameter for alerting if the agent is in idle and also has no phone selected.

At the present, the way I have discovered this is by seeing in the Queue Activity that an agent has no station selected. Unfortunately, we do not have the resources for someone to be monitoring this all the time. 

Is there a way to see a log or report of which station agents had selected and when? 

Thank you kindly, any advice or experiences would be welcome!

#WorkforceManagement
#Monitoring/Adherence
#Notifications/Alerts
#GeneralQuestion

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
------------------------------

Greetings @Isabella Clutterham - Although there's no logging/reporting I'm aware of with respect to station changes, check out this resource center article for a potential method to prevent/discourage station disassociation: https://help.mypurecloud.com/faqs/how-can-i-make-sure-an-agent-goes-off-queue-if-they-deselect-their-phone/

In summation, if they're On Queue, it won't let them deselect the phone at all until Off Queue. If they're Off Queue and try to deselect their phone, it won't let them go On Queue. You can then use Off Queue/Adherence alerts plus agent status metrics to document excessive Off Queue time to pursue corrective action.

The catch here is you shouldn't remove that permission from agents handling digital interactions (which I don't fully understand why), so that may limit your ability to implement it if your agents are in fact handling digital interactions.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2024 21:25
From: Isabella Clutterham
Subject: Agents in idle - no station selected

Hi Genesys Community!

I would love to please ask for any advice to manage some poor agent behaviour I have recently uncovered. 

It seems that some agents are sitting on queue in idle - but with no phone selected (no station). This means that they are showing as being in adherence but are not taking calls. 

I have tried to set up an alert, and while I can set one for an agent in idle, it doesn't seem like I can add a parameter for alerting if the agent is in idle and also has no phone selected.

At the present, the way I have discovered this is by seeing in the Queue Activity that an agent has no station selected. Unfortunately, we do not have the resources for someone to be monitoring this all the time. 

Is there a way to see a log or report of which station agents had selected and when? 

Thank you kindly, any advice or experiences would be welcome!

#WorkforceManagement
#Monitoring/Adherence
#Notifications/Alerts
#GeneralQuestion

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
------------------------------

Thank you Brian, that is a big help!!

Is the logic around not removing from digital interaction agents in a case where an agent is handling digital only interactions in the same queue as agents are handling voice interactions (so would need to be on queue without a phone selected) or is there further repercussion to digital agents that I'm not aware of?

We use digital only agents, but they work via a separate digital chat queue so in my mind, it wouldn't matter if they need to have a phone selected (in fact, many of them work with a phone selected in case they need to seek internal support).

Thanks again,

Isabella

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA

Original Message:
Sent: 08-09-2024 06:51
From: Brian Jones
Subject: Agents in idle - no station selected

Greetings @Isabella Clutterham - Although there's no logging/reporting I'm aware of with respect to station changes, check out this resource center article for a potential method to prevent/discourage station disassociation: https://help.mypurecloud.com/faqs/how-can-i-make-sure-an-agent-goes-off-queue-if-they-deselect-their-phone/

In summation, if they're On Queue, it won't let them deselect the phone at all until Off Queue. If they're Off Queue and try to deselect their phone, it won't let them go On Queue. You can then use Off Queue/Adherence alerts plus agent status metrics to document excessive Off Queue time to pursue corrective action.

The catch here is you shouldn't remove that permission from agents handling digital interactions (which I don't fully understand why), so that may limit your ability to implement it if your agents are in fact handling digital interactions.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2024 21:25
From: Isabella Clutterham
Subject: Agents in idle - no station selected

Hi Genesys Community!

I would love to please ask for any advice to manage some poor agent behaviour I have recently uncovered. 

It seems that some agents are sitting on queue in idle - but with no phone selected (no station). This means that they are showing as being in adherence but are not taking calls. 

I have tried to set up an alert, and while I can set one for an agent in idle, it doesn't seem like I can add a parameter for alerting if the agent is in idle and also has no phone selected.

At the present, the way I have discovered this is by seeing in the Queue Activity that an agent has no station selected. Unfortunately, we do not have the resources for someone to be monitoring this all the time. 

Is there a way to see a log or report of which station agents had selected and when? 

Thank you kindly, any advice or experiences would be welcome!

#WorkforceManagement
#Monitoring/Adherence
#Notifications/Alerts
#GeneralQuestion

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
------------------------------

Good question, Isabella. I'm not exactly sure what logic is behind the statement not to remove that permission for agents that handle digital interactions. Your thought would make sense given without a station the agent couldn't seek internal support. That being said, we have actually set up digital only agents without a station at all and they can handle digital interactions just fine.

You'll definitely want to run your own tests either way, but this might be the best way to quickly isolate the agents that are trying to game the system [given they should be On Queue, but aren't because they sabotaged their station.]

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-11-2024 20:40
From: Isabella Clutterham
Subject: Agents in idle - no station selected

Thank you Brian, that is a big help!!

Is the logic around not removing from digital interaction agents in a case where an agent is handling digital only interactions in the same queue as agents are handling voice interactions (so would need to be on queue without a phone selected) or is there further repercussion to digital agents that I'm not aware of?

We use digital only agents, but they work via a separate digital chat queue so in my mind, it wouldn't matter if they need to have a phone selected (in fact, many of them work with a phone selected in case they need to seek internal support).

Thanks again,

Isabella

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA

Original Message:
Sent: 08-09-2024 06:51
From: Brian Jones
Subject: Agents in idle - no station selected

Greetings @Isabella Clutterham - Although there's no logging/reporting I'm aware of with respect to station changes, check out this resource center article for a potential method to prevent/discourage station disassociation: https://help.mypurecloud.com/faqs/how-can-i-make-sure-an-agent-goes-off-queue-if-they-deselect-their-phone/

In summation, if they're On Queue, it won't let them deselect the phone at all until Off Queue. If they're Off Queue and try to deselect their phone, it won't let them go On Queue. You can then use Off Queue/Adherence alerts plus agent status metrics to document excessive Off Queue time to pursue corrective action.

The catch here is you shouldn't remove that permission from agents handling digital interactions (which I don't fully understand why), so that may limit your ability to implement it if your agents are in fact handling digital interactions.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-08-2024 21:25
From: Isabella Clutterham
Subject: Agents in idle - no station selected

Hi Genesys Community!

I would love to please ask for any advice to manage some poor agent behaviour I have recently uncovered. 

It seems that some agents are sitting on queue in idle - but with no phone selected (no station). This means that they are showing as being in adherence but are not taking calls. 

I have tried to set up an alert, and while I can set one for an agent in idle, it doesn't seem like I can add a parameter for alerting if the agent is in idle and also has no phone selected.

At the present, the way I have discovered this is by seeing in the Queue Activity that an agent has no station selected. Unfortunately, we do not have the resources for someone to be monitoring this all the time. 

Is there a way to see a log or report of which station agents had selected and when? 

Thank you kindly, any advice or experiences would be welcome!

#WorkforceManagement
#Monitoring/Adherence
#Notifications/Alerts
#GeneralQuestion

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
------------------------------

Hi Genesys Community!

I would love to please ask for any advice to manage some poor agent behaviour I have recently uncovered. 

It seems that some agents are sitting on queue in idle - but with no phone selected (no station). This means that they are showing as being in adherence but are not taking calls. 

I have tried to set up an alert, and while I can set one for an agent in idle, it doesn't seem like I can add a parameter for alerting if the agent is in idle and also has no phone selected.

At the present, the way I have discovered this is by seeing in the Queue Activity that an agent has no station selected. Unfortunately, we do not have the resources for someone to be monitoring this all the time. 

Is there a way to see a log or report of which station agents had selected and when? 

Thank you kindly, any advice or experiences would be welcome!