Hello, we have "mentors" in our call center and they get paired with new Hires during their training period for onboarding purposes.  Right now on the days where they're supposed to be mentoring all day, we have them in a training primary status with a secondary status of Mentoring.  However, during these times, the mentor and mentee rotate who is taking calls so there is a lot of back and forth between going on and off queue, which in turn, is making the Mentor's adherence very poor on these days (Mentees are in a separate management unit that has all activities ignored).  I also want to avoid having to make a million tiny adjustments throughout the day so their adherence remains good. 

My questions, without making a management unit for mentors, how can I make it so going back and forth between On and Off Queue, doesn't negatively impact their adherence? We were under the impression that no matter what you're scheduled for, going on Queue would be a positive thing for your adherence. 

I attached screenshots of how the Mentoring Status is set up.

#PlatformAdministration

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Charlie Meitzen
Landmark Credit Union
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Hi Charlie, this is a question for the #WEM / #WorkforceManagement Community.

This is uncommon usability is not so good for the planning team because the workforce organizes the schedule for pursuing the KPI the your contact center - service level, for example, considering the list of users that will be available, etc...

For your needs, you can use the "Scheduled Activities to Ignore for Adherence" configuration (Workforce Management > Management Units)

https://help.mypurecloud.com/articles/configure-historical-adherence/

- Once again, you will be straying from the purpose of the workforce and missing out on possible results you could have when using the tool.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 02-23-2024 10:50
From: Charlie Meitzen
Subject: Agents schedule for Off Queue going On Queue

Hello, we have "mentors" in our call center and they get paired with new Hires during their training period for onboarding purposes.  Right now on the days where they're supposed to be mentoring all day, we have them in a training primary status with a secondary status of Mentoring.  However, during these times, the mentor and mentee rotate who is taking calls so there is a lot of back and forth between going on and off queue, which in turn, is making the Mentor's adherence very poor on these days (Mentees are in a separate management unit that has all activities ignored).  I also want to avoid having to make a million tiny adjustments throughout the day so their adherence remains good. 

My questions, without making a management unit for mentors, how can I make it so going back and forth between On and Off Queue, doesn't negatively impact their adherence? We were under the impression that no matter what you're scheduled for, going on Queue would be a positive thing for your adherence. 

I attached screenshots of how the Mentoring Status is set up.

#PlatformAdministration

------------------------------
Charlie Meitzen
Landmark Credit Union
------------------------------

Hey Breno, thank you for your response! 

Ignoring certain activities is something that we considered but our main concern is that people will find out that the activity is being ignored and will abuse that.  However, if there is no other way to do it then I probably don't have a choice.

Hi Charlie, this is a question for the #WEM / #WorkforceManagement Community.

This is uncommon usability is not so good for the planning team because the workforce organizes the schedule for pursuing the KPI the your contact center - service level, for example, considering the list of users that will be available, etc...

For your needs, you can use the "Scheduled Activities to Ignore for Adherence" configuration (Workforce Management > Management Units)

https://help.mypurecloud.com/articles/configure-historical-adherence/

- Once again, you will be straying from the purpose of the workforce and missing out on possible results you could have when using the tool.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 02-23-2024 10:50
From: Charlie Meitzen
Subject: Agents schedule for Off Queue going On Queue

Hello, we have "mentors" in our call center and they get paired with new Hires during their training period for onboarding purposes.  Right now on the days where they're supposed to be mentoring all day, we have them in a training primary status with a secondary status of Mentoring.  However, during these times, the mentor and mentee rotate who is taking calls so there is a lot of back and forth between going on and off queue, which in turn, is making the Mentor's adherence very poor on these days (Mentees are in a separate management unit that has all activities ignored).  I also want to avoid having to make a million tiny adjustments throughout the day so their adherence remains good. 

My questions, without making a management unit for mentors, how can I make it so going back and forth between On and Off Queue, doesn't negatively impact their adherence? We were under the impression that no matter what you're scheduled for, going on Queue would be a positive thing for your adherence. 

I attached screenshots of how the Mentoring Status is set up.

#PlatformAdministration

------------------------------
Charlie Meitzen
Landmark Credit Union
------------------------------