The problem I have is that if I enter a tech issue exception for the entire timeframe for everyone, it is going to negatively impact adherence almost as much as it neutralizing it. People were in and out. We have our adhearence set so that, if you are logged in when you should not be, it negatively impacts adherence. If you use the wrong activity code, it negatively impacts adherence. I think the ability to exclude specfic timeframes from the adherence calculations is a must.
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Gina Palmer
Papa, Inc.
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Original Message:
Sent: 07-07-2023 07:57
From: Tom Magness
Subject: Excluding Days or time frames from Adherence
Following. We recently had a similar situation where we had to pull multiple people offline immediately and then had to go back and find a way to adjust their adherence. Since I don't believe there is a systematic way to exclude a specific timeframe we ended up just manually putting in a mass exception by entering it for one person's schedule and then using the "copy activity to agent" function. Our old system did have an adherence exclusion option and it would be nice to have for GC as well.
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Tom Magness
Johnson & Johnson
Original Message:
Sent: 07-06-2023 10:15
From: Gina Palmer
Subject: Excluding Days or time frames from Adherence
Hi! Yesterday, there was a major Genesys outage in the Americas (US West) service that impacted our center from about 11:30 - 1415 ET. Is there a way that I can exclude that entire timeframe from being a part of the days adherence for everyone?
#Genesys Cloud CX
#Workforce Engagement Management
#Workforce Management
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Gina Palmer
Papa, Inc.
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