Ignore for Adherence is concerned with the scheduled activity not their actual presence.
If the agent is scheduled for Unavailable using your configuration, and they are instead on Break (or anything other than Unavailable), then any out of adherence for the scheduled Unavailable activity will be ignored.
We do not support the case of the agent, again using your configuration, being in an Unavailable presence and magically having a neutral adherence for _any_ scheduled activity. Agents could, if we supported that, hang out in these magical presences for large portions of their shift and shortchange you on scheduled/planned On Queue time.
I am not a consultant, but my recommendation would be to not have any 'Ignore for Adherence' activity categories configured and lower your adherence target to reflect your acceptance that adherence will be lower in certain circumstances. Usually sites that want really high (e.g., > 95%) adherence, 'cheat' by changing schedules in arrears, have lots of activity categories configured as being ignored for adherence, and other things that are not best practices.
Scheduled activities represent a plan. Adherence is a way to inform you of a deviation from that plan. Ignoring certain scheduled activities is hiding the fact the plan is not being adhered to.
At an extreme, it could be that historical schedule adherence is less important to you than conformance (i.e., not caring about when On Queue is given, but how much On Queue is given versus scheduled).
Note that my reply above is largely adapted from a previous post of mine on a different thread:
https://community.genesys.com/discussion/adherence#bm0191d0eb-aaa2-4e48-ace5-0184d3234413
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Jay Langsford
VP, R&D
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Original Message:
Sent: 12-28-2022 15:39
From: Conor Twomey
Subject: Going into ACW not be out of adherence
We updated the system today and added our Special "After Call Work" activity to the "Unavailable" category, and then added the Unavailable category to the "Ignore for Adherence" field in the Management Unit. The pop up text on that field says "Any exception, with an activity that should be ignored, will always have a neutral impact on adherence calculations. Agents will not get out-of-adherence notifications when they are in an ignored presence."
I do not believe that this field is working as described in the pop up text; Agents are getting "You are scheduled to be on queue" messages when they go into our Special "After Call Work" activity, also when I look at the Historical Adherence view, it is is showing a "Negative" impact for every use of our Special "After Call Work" activity.
Do you think this is a bug that should be reported?
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Conor Twomey
American Family Insurance
Original Message:
Sent: 12-27-2022 19:59
From: Robert Wakefield-Carl
Subject: Going into ACW not be out of adherence
That is correct, but for Conor's use case, they are not extending the ACW they have but going into a state to get other work done.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-27-2022 15:31
From: Brenda Patt
Subject: Going into ACW not be out of adherence
Using the "Unavailable" status for a custom "ACW" option would not incorporate that time in the (AHT) Handle time metric as it does today with ACW correct?
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Brenda Patt
Voice Data Systems LLC
Original Message:
Sent: 12-27-2022 13:59
From: Robert Wakefield-Carl
Subject: Going into ACW not be out of adherence
Currently, correct. You will have to choose something like Unavailable and map the status or secondary status to that category. There are a few ideas about adding other categories, but with the use of secondary status and reuse of one of them, you should be able to get the use case covered.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-27-2022 13:48
From: Conor Twomey
Subject: Going into ACW not be out of adherence
I think the Third option is the one we would most likely do, but looking at "Ignore for Adherence", the only options are 7 categories of Activity codes, is there a way to add an 8th categories of Activity code, that will only contain this "Added ACW" state?
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Conor Twomey
American Family Insurance
Original Message:
Sent: 12-27-2022 11:55
From: Robert Wakefield-Carl
Subject: Going into ACW not be out of adherence
A few options still. The new Agent Requested ACW would be handy for this if you want discretionary use of ACW. The other is an ACW state that is not time and gives the agent open-ended time for ACW. The third would be to create a Busy state and place that in the WFM Management Unit settings to ignore for Adherence.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-27-2022 09:33
From: Conor Twomey
Subject: Going into ACW not be out of adherence
Sorry, I should clarify, I don't mean the automatic ACW state that follows every call, I mean an "Added ACW" state where the rep goes "off Queue" to take care of a call related task that they weren't able to complete during a call.
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Conor Twomey
American Family Insurance
Original Message:
Sent: 12-26-2022 16:35
From: Robert Wakefield-Carl
Subject: Going into ACW not be out of adherence
The same happens in cloud. Agents will not get another call if they are in ACW and ACW time is considered in adherence unless you set the Management Unit to not count it.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-20-2022 16:10
From: Conor Twomey
Subject: Going into ACW not be out of adherence
Hi All,
In PureConnect I was able to configure the system to allow reps to use go into ACW and not get a call and not be out of adherence, is it possible to do this as well in Genesys Cloud?
#Reporting/Analytics
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Conor Twomey
American Family Insurance
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