Workforce Engagement Management

Hi there,

My team has a status 'Correspondence' under the main Away status (which is mapped to Unavailable). 

Its usage is not a planned activity, but it allows our agents to be off queue and catch up on any emails before or during their shift (we figured a max of 15 minutes would suffice). 

We have noticed over the years this status tends to be misused and a handful of agents are sitting in this status the first 40 minutes of their shift and for the last 40 minutes of their shift. 

Is there a way to have a status under the main Away category to show up in Historical Shrinkage or Historical Adherence under Performance?

If it's not possible to make this happen, what would you suggest we move this status to in order for this information to be captured? Busy? 

#Configuration
#Monitoring/Adherence
#GeneralQuestion

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Jacqueline Turner
Workflow Coordinator
NYCM Insurance
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Hello, a design change may be difficult.  However, you should explore creating a new activity code "Correspondence", map it to "Busy" category and ask your agents to use this new activity code whenever they are checking emails.  Hope this helps. 

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Gurunandan Kashyap Jn
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Hello Jacqueline,

It sounds like the secondary status 'Correspondence' is mapped to the default Unavailable Activity Code.  Is that correct?  If so, that would be why you don't see it broken out in your historical shrinkage data.  You could create a new Activity Code under the Unavailable category, then map the 'Correspondence' status to that Activity Code and you'll want to make sure you set that Activity Code to either Planned or Unplanned shrinkage.

I hope that helps.

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Belinda Herrera
Genesys, Staff Product Manager
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