Workforce Engagement Management

We are using InGenious adapter with Salesforce and I cannot figure out how to map my codes so that scheduled on queue has a many-to-one relationship to other states that are considered "on queue" such as "Available."  How would I do this?

https://help.mypurecloud.com/articles/real-time-adherence-overview/ - there is an expandable 'About real-time adherence mapping' (it is also valid for historical adherence).

On Queue means the agent can handle ACD interactions. If an agent is simply Available, then they cannot handle ACD interactions. So an agent in the Available presence should never be considered as being in adherence for scheduled On Queue time. If we allowed such a mapping, then agents could simply hang out in the Available presence and not take any ACD interactions any time they are scheduled for On Queue time.

We are using InGenious adapter with Salesforce and I cannot figure out how to map my codes so that scheduled on queue has a many-to-one relationship to other states that are considered "on queue" such as "Available."  How would I do this?

Thanks.  I was hoping for some flexibility in that system, since we have agents also available for chats in Salesforce, so when they are on chats, I want them in adherence.  (Eventually we'll have full omnichannel routing, but that is a way aways).  So, right now, everyone is almost always out of adherence.  I want to choose what maps to what and I don't see how to do that (See:  Verint, IEX, et al which allow that mapping).  Or, is there a way to replace the base schedule of ACD with something that maps to ACD, Chat, and other statuses I choose?  It is pointless to have the system yelling at people for being out of adherence when they are operating as we want them to operate (i.e. phone and chat and a few other states that should map to a schedule of being ready to take chats/emails).

https://help.mypurecloud.com/articles/real-time-adherence-overview/ - there is an expandable 'About real-time adherence mapping' (it is also valid for historical adherence).

On Queue means the agent can handle ACD interactions. If an agent is simply Available, then they cannot handle ACD interactions. So an agent in the Available presence should never be considered as being in adherence for scheduled On Queue time. If we allowed such a mapping, then agents could simply hang out in the Available presence and not take any ACD interactions any time they are scheduled for On Queue time.

We are using InGenious adapter with Salesforce and I cannot figure out how to map my codes so that scheduled on queue has a many-to-one relationship to other states that are considered "on queue" such as "Available."  How would I do this?

An agent scheduled to be On Queue that is instead Available, is indeed out of adherence. If they are not On Queue, then they cannot take ACD interactions within Genesys Cloud. If we schedule 100 agents to be On Queue for 9am-10am and 50 of them decide to go off queue and hangout in Available status, then you have half of the scheduled agents actually doing what we forecast and staffed for. Having agents work some interactions that are native to Genesys Cloud and some that are completely unknown to Genesys Cloud is the real issue.

External chats and emails can be routed into Genesys Cloud so they seem like native interactions. https://developer.genesys.cloud/commdigital/third-party-object-routing/ That would be my recommendation on an approach that works for WFM (forecast volume and AHT, staffing requirement, scheduling, adherence, intraday monitoring, etc.).

Another option, much further down from a recommendation standpoint, is to put blocks of Off Queue time in their work plans to denote times they would be working interactions in a completely different system.

"...a way to replace the base schedule of ACD..." there is a related idea in Ideas Lab: https://genesyscloud.ideas.aha.io/ideas/WEM-I-193 The issue with allowing this is that whatever the activity is being used to represent handling non known interactions will have no notion of forecast volume/AHT or staffing requirement - so zero optimization as relates to those items when scheduling that activity block.

Thanks.  I was hoping for some flexibility in that system, since we have agents also available for chats in Salesforce, so when they are on chats, I want them in adherence.  (Eventually we'll have full omnichannel routing, but that is a way aways).  So, right now, everyone is almost always out of adherence.  I want to choose what maps to what and I don't see how to do that (See:  Verint, IEX, et al which allow that mapping).  Or, is there a way to replace the base schedule of ACD with something that maps to ACD, Chat, and other statuses I choose?  It is pointless to have the system yelling at people for being out of adherence when they are operating as we want them to operate (i.e. phone and chat and a few other states that should map to a schedule of being ready to take chats/emails).

https://help.mypurecloud.com/articles/real-time-adherence-overview/ - there is an expandable 'About real-time adherence mapping' (it is also valid for historical adherence).

On Queue means the agent can handle ACD interactions. If an agent is simply Available, then they cannot handle ACD interactions. So an agent in the Available presence should never be considered as being in adherence for scheduled On Queue time. If we allowed such a mapping, then agents could simply hang out in the Available presence and not take any ACD interactions any time they are scheduled for On Queue time.

We are using InGenious adapter with Salesforce and I cannot figure out how to map my codes so that scheduled on queue has a many-to-one relationship to other states that are considered "on queue" such as "Available."  How would I do this?

I understand how adherence works.  That isn't the issue.  Yes, the issue is we are using Salesforce and need to map those codes to being "in adherence" on certain codes.  Our chats are  being routed through Salesforce, not Genesys, so will not show in Genesys Cloud correctly.  We do put some off queue time, but we often flip them back and forth in real time.

Yes, I totally understand the adherence and forecasting calculation issues (I've been doing WFM for over 25 years on various systems--our setup is not ideal, but it is what it is), the question is can I map which states are in and out of adherence.  This is basic functionality that Verint has done for over 20 years and IEX et al.  I am surprised we cannot map our states (unless I am just missing something).

An agent scheduled to be On Queue that is instead Available, is indeed out of adherence. If they are not On Queue, then they cannot take ACD interactions within Genesys Cloud. If we schedule 100 agents to be On Queue for 9am-10am and 50 of them decide to go off queue and hangout in Available status, then you have half of the scheduled agents actually doing what we forecast and staffed for. Having agents work some interactions that are native to Genesys Cloud and some that are completely unknown to Genesys Cloud is the real issue.

External chats and emails can be routed into Genesys Cloud so they seem like native interactions. https://developer.genesys.cloud/commdigital/third-party-object-routing/ That would be my recommendation on an approach that works for WFM (forecast volume and AHT, staffing requirement, scheduling, adherence, intraday monitoring, etc.).

Another option, much further down from a recommendation standpoint, is to put blocks of Off Queue time in their work plans to denote times they would be working interactions in a completely different system.

"...a way to replace the base schedule of ACD..." there is a related idea in Ideas Lab: https://genesyscloud.ideas.aha.io/ideas/WEM-I-193 The issue with allowing this is that whatever the activity is being used to represent handling non known interactions will have no notion of forecast volume/AHT or staffing requirement - so zero optimization as relates to those items when scheduling that activity block.

Thanks.  I was hoping for some flexibility in that system, since we have agents also available for chats in Salesforce, so when they are on chats, I want them in adherence.  (Eventually we'll have full omnichannel routing, but that is a way aways).  So, right now, everyone is almost always out of adherence.  I want to choose what maps to what and I don't see how to do that (See:  Verint, IEX, et al which allow that mapping).  Or, is there a way to replace the base schedule of ACD with something that maps to ACD, Chat, and other statuses I choose?  It is pointless to have the system yelling at people for being out of adherence when they are operating as we want them to operate (i.e. phone and chat and a few other states that should map to a schedule of being ready to take chats/emails).

https://help.mypurecloud.com/articles/real-time-adherence-overview/ - there is an expandable 'About real-time adherence mapping' (it is also valid for historical adherence).

On Queue means the agent can handle ACD interactions. If an agent is simply Available, then they cannot handle ACD interactions. So an agent in the Available presence should never be considered as being in adherence for scheduled On Queue time. If we allowed such a mapping, then agents could simply hang out in the Available presence and not take any ACD interactions any time they are scheduled for On Queue time.

We are using InGenious adapter with Salesforce and I cannot figure out how to map my codes so that scheduled on queue has a many-to-one relationship to other states that are considered "on queue" such as "Available."  How would I do this?