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  • 1.  Agents 'out of adherence' when interacting on Available status

    Posted 10-31-2023 17:53
    No replies, thread closed.

    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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  • 2.  RE: Agents 'out of adherence' when interacting on Available status

    Posted 10-31-2023 18:02
    No replies, thread closed.

    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



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    Shelby Cronk
    ConvergeOne, Inc.
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  • 3.  RE: Agents 'out of adherence' when interacting on Available status

    Posted 10-11-2024 19:22
    No replies, thread closed.

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



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    Carla Aragon
    CPI Security Systems, Inc.
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    Original Message


  • 4.  RE: Agents 'out of adherence' when interacting on Available status
    Best Answer

    Posted 10-15-2024 09:40
    No replies, thread closed.

    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. 



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    Shelby Cronk
    Training and Education Specialist
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    Original Message


  • 5.  RE: Agents 'out of adherence' when interacting on Available status

    Posted 10-16-2024 10:22
    No replies, thread closed.

    Hello,

    As Shelby stated, when agents are in an Available status while handling an interaction they will be considered out of adherence and best practice would be for them to stay On Queue.  We are aware that there are some use cases where agents may want to go into an Off Queue status while still on an interaction to prevent another interaction from coming in so they can go to their next scheduled activity.  We are considering this for a future enhancement.  There is an idea for this that you can vote on and track. https://genesyscloud.ideas.aha.io/ideas/WFMRTM-I-10



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    Belinda Herrera
    Genesys, Staff Product Manager
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    Original Message


  • 6.  RE: Agents 'out of adherence' when interacting on Available status

    Posted 10-16-2024 15:05
    Edited by Pablo Flores 10-16-2024 15:06
    No replies, thread closed.

    Hi Ross,

    We encountered the exact same issue here.  We have been on Genesys for about 3 years already and had agents doing the same thing.  Being that we do measure adherence pretty closely we had to work with our agents to change this behavior.  What we did is that anytime an agent has a break/meeting/lunch coming up we ask them to switch to off queue the moment they know they have answered all their callers questions.  We encourage them to make the switch to off queue at the time when they ask the member "is there anything else I can do for you today?"  It has definitely helped our agents get in the habit and has also provided some big wins in regards to their adherence scores.  Hope this helps in some way. 



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    Pablo Flores
    Sr WFM Manager
    Security Service Federal Credit Union
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