Genesys Cloud - Main

Hi all, 

We've been experiencing some issues with call avoidance, where agents log out of all queues, but keep themselves in the blue 'On Queue' status - which maps to being in adherence, despite not accepting interactions. 

Our issue with this has been twofold: 

1. agents are manipulating their performance data to look better than it is e.g. accepting an interaction, working on it for 2-3min then wrapping it, logging out of the queue and continuing to work on it - but the recorded time is just the active interaction. Their adherence also looks excellent. 

2. not enough agents are actually available, and we are having to comb through the queue activity to figure out who needs to be reactivated on the queue

I know it is a possibility to remove agent-activated queue changes, but we run so many queues that it would really not be sustainable for management to be controlling all queue changes. 

We're looking to combine some reporting features to try and look at occupancy rather than adherence, but just wondering if any other centres have experienced similar issues and have any suggestions? 

Thanks! 

#PlatformAdministration
#Reporting/Analytics
#Unsure/Other

------------------------------
Katie Brassell
Compassion Australia
------------------------------

I would definitely take away that privilege from the abusive agents and require supervisors to move agents in and out of queues.  That is just unacceptable behavior and most companies don't let their agents control this in the first place.  The new enhancements to WFM coming in March will allow better control over the adherence mechanisms.  You might also try looking at historical adherence in historical schedules to see if that shows you any useful information.  



------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 03-03-2020 18:26
From: Katie Brassell
Subject: Call Avoidance - 'On Queue' but logged out of queues

Hi all, 

We've been experiencing some issues with call avoidance, where agents log out of all queues, but keep themselves in the blue 'On Queue' status - which maps to being in adherence, despite not accepting interactions. 

Our issue with this has been twofold: 

1. agents are manipulating their performance data to look better than it is e.g. accepting an interaction, working on it for 2-3min then wrapping it, logging out of the queue and continuing to work on it - but the recorded time is just the active interaction. Their adherence also looks excellent. 

2. not enough agents are actually available, and we are having to comb through the queue activity to figure out who needs to be reactivated on the queue

I know it is a possibility to remove agent-activated queue changes, but we run so many queues that it would really not be sustainable for management to be controlling all queue changes. 

We're looking to combine some reporting features to try and look at occupancy rather than adherence, but just wondering if any other centres have experienced similar issues and have any suggestions? 

Thanks! 

#PlatformAdministration
#Reporting/Analytics
#Unsure/Other

------------------------------
Katie Brassell
Compassion Australia
------------------------------