Some of our agents are in the habit of selecting an Off Queue agent status immediately after accepting an interaction.  In the attached example, the agent is using the right-hand Off Queue selector once she begins speaking to a customer, resulting in an Available status during most of the interaction.  As pictured by her Agent Status view, her On Queue time appears very low for each day, even though her Interacting time is the more accurate representation of her productivity.  Ultimately, agents behaving in this way are receiving very low Adherence scores.  

After extensive research, we have not been able to determine any settings that would prevent our agent's adherence numbers from being impacted by this behavior.  Are there any settings that we are missing? 

Fortunately and unfortunately, this appears to be accurate behavior.  Is there a reason that agents are clicking into Available instead of staying On Queue? I would recommend training them to stay On Queue during the duration of the conversation; if this a result of not wanting to receive another call during the time, you might revisit utilization settings

Some of our agents are in the habit of selecting an Off Queue agent status immediately after accepting an interaction.  In the attached example, the agent is using the right-hand Off Queue selector once she begins speaking to a customer, resulting in an Available status during most of the interaction.  As pictured by her Agent Status view, her On Queue time appears very low for each day, even though her Interacting time is the more accurate representation of her productivity.  Ultimately, agents behaving in this way are receiving very low Adherence scores.  

After extensive research, we have not been able to determine any settings that would prevent our agent's adherence numbers from being impacted by this behavior.  Are there any settings that we are missing? 

Is there a way to change Available to stay in Adherence? or Ignore for Adherence? 

Fortunately and unfortunately, this appears to be accurate behavior.  Is there a reason that agents are clicking into Available instead of staying On Queue? I would recommend training them to stay On Queue during the duration of the conversation; if this a result of not wanting to receive another call during the time, you might revisit utilization settings

Some of our agents are in the habit of selecting an Off Queue agent status immediately after accepting an interaction.  In the attached example, the agent is using the right-hand Off Queue selector once she begins speaking to a customer, resulting in an Available status during most of the interaction.  As pictured by her Agent Status view, her On Queue time appears very low for each day, even though her Interacting time is the more accurate representation of her productivity.  Ultimately, agents behaving in this way are receiving very low Adherence scores.  

After extensive research, we have not been able to determine any settings that would prevent our agent's adherence numbers from being impacted by this behavior.  Are there any settings that we are missing? 

Carla,

Within a Management Unit, you can add activity categories as "ignore for adherence" but that applies only to "scheduled" activities. 

Example, you can add "Off Queue" to the ignore for adherence setting of a management unit, but it will only ignore when an agent is SCHEDULED for Off Queue Activity (which is mapped to available and busy), not when they randomly select these statuses. 

Is there a way to change Available to stay in Adherence? or Ignore for Adherence? 

Fortunately and unfortunately, this appears to be accurate behavior.  Is there a reason that agents are clicking into Available instead of staying On Queue? I would recommend training them to stay On Queue during the duration of the conversation; if this a result of not wanting to receive another call during the time, you might revisit utilization settings

Some of our agents are in the habit of selecting an Off Queue agent status immediately after accepting an interaction.  In the attached example, the agent is using the right-hand Off Queue selector once she begins speaking to a customer, resulting in an Available status during most of the interaction.  As pictured by her Agent Status view, her On Queue time appears very low for each day, even though her Interacting time is the more accurate representation of her productivity.  Ultimately, agents behaving in this way are receiving very low Adherence scores.  

After extensive research, we have not been able to determine any settings that would prevent our agent's adherence numbers from being impacted by this behavior.  Are there any settings that we are missing? 

Some of our agents are in the habit of selecting an Off Queue agent status immediately after accepting an interaction.  In the attached example, the agent is using the right-hand Off Queue selector once she begins speaking to a customer, resulting in an Available status during most of the interaction.  As pictured by her Agent Status view, her On Queue time appears very low for each day, even though her Interacting time is the more accurate representation of her productivity.  Ultimately, agents behaving in this way are receiving very low Adherence scores.  

After extensive research, we have not been able to determine any settings that would prevent our agent's adherence numbers from being impacted by this behavior.  Are there any settings that we are missing? 

#Reporting/Analytics

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Ross Maestas
FirstBank
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