Workforce Engagement Management

We have a report that is capturing both adherence and conformance. We do understand that these two metrics mean different things and that each has it's own use case, however we were wondering if it is possible to combine them into a single metric that measures agent productivity. Is anyone aware of any industry best practices that utilize these two metrics in a formula that measures productivity? 

#Workforce Engagement Management
#Workforce Management

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Sigli Mumuni
Questrade Inc
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I think this is an excellent idea. I spent a lot of time trying to explain to the agent what the difference in the two is- it causes more confusion and isn't useful to have separate. We just need one metric that shows they are where they are supposed to be and on time. Have you thought about putting this in the idea portal to get voted up? 

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Cherri Lindquist
Clinical Director of Nursing
Company Nurse, LLC
clindquist@companynurse.com
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Hi Sigli, 

while we don't report Adherence in Gamification it should be possible to create a similar scoring profile using the metrics:

• Punctuality - the measure of how accurately the employee changed activities/Adhered to their schedule.
  • Seconds within range of actual activity start time Activities to measure against:
    • On Queue
    • Break
    • Meal
    • Training
    • Meeting

    Note: The maximum number for the punctuality metric per profile is 1.

• Conformance - the measure of how well the employee adhered to their On Queue hours
  • Actual On Queue / Scheduled On Queue for a day.

more details on Gamification and Gamification Profiles can be found here about-gamification

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Good Morning Paul-

Thank you for the break down. So it sounds like the punctuality includes the queue time and all of these things we consider 'adherence' With this clarification, I am going to update our metrics to not include conformance. I have shared this breakdown with others on our team as well.

Have a great day! Cherri 

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Cherri Lindquist
Clinical Director of Nursing
Company Nurse, LLC
clindquist@companynurse.com
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Original Message:
Sent: 03-29-2023 06:03
From: Paul Wood
Subject: Combining adherence and conformance to calculate productivity

Hi Sigli,

while we don't report Adherence in Gamification it should be possible to create a similar scoring profile using the metrics:

• Punctuality - the measure of how accurately the employee changed activities/Adhered to their schedule.
  • Seconds within range of actual activity start time Activities to measure against:
    • On Queue
    • Break
    • Meal
    • Training
    • Meeting

    Note: The maximum number for the punctuality metric per profile is 1.

• Conformance - the measure of how well the employee adhered to their On Queue hours
  • Actual On Queue / Scheduled On Queue for a day.

more details on Gamification and Gamification Profiles can be found here about-gamification

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Hi Sigli,

We do something very similar at my company.  We export the adherence and conformance scores out of Genesys then created a formula to combine both scores and produce an efficiency score for the agents.  Our agents were fully aware of adherence and always measured on it, with Genesys giving us access to their conformance score we at first taught the agents both but realized it was causing way too much confusion.  Since some of our calls can run long we did not want to negatively impact agents who perform well but struggle with adherence due to getting stuck on long calls, because of this we brought in the conformance piece.   When we create the efficiency score we have the conformance score weighted at 70% vs 30% on the adherence score. We gather this data at the end of every month and provide coaching to the agents whose score falls way out of line with the center average.   We did a launch when we created this we call it "Conherence"  :) 

Hope this helps in some way. 

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Pablo Flores
Security Service Federal Credit Union
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