Workforce Engagement Management

Hi Genesys Community!

I am really interested to hear different perspectives on this.

Do you update an agent's schedule to reflect intra-day management changes?

We do not have an intra-day manager in our centre, so changes are directed by the workforce coordinator or team leaders and updated in the schedule by the workforce coordinator.

For example;

We would like to empower team leaders to direct staff to do ad-hoc off queue activities like online learning or side by side coaching. They would do this when there are multiple idle agents, and they can see that the queue can handle it. 

The problem we have is that team leaders are then wanting changes to be made to the agent's schedule after the fact so that their adherence is correctly reflected following the ad-hoc change. 

The Workforce Coordinator is then being asked to make up to 20 changes within a day (anywhere from 10-60 minute changes or longer) to correct an agent's schedule for anything out of their control (ad hoc training / IT issues / meetings running over etc). 

There is a small amount of concern from the workforce side about making these changes because the team leader has an adherence KPI, so giving them liberty to approve changes could be abused. It also takes a lot of time to process the changes, and I believe it invalidates the data. 

The agents do not have an adherence KPI, but they do have a conformance KPI - the target for TL and agents has been calculated with the intention to plan ahead for ad-hoc changes and is an achievable target over a month.

I would love to hear how you manage this?

Are scheduling adjustments a necessary evil?

Are we invalidating adherence data by adjusting the result?

How do you manage intra-day changes in your centre?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool?

Many thanks,

#Implementation
#Reporting/Analytics
#SystemAdministration

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Isabella Clutterham
Automation Solution Analyst & Developer
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Hi Isabella,

I think this question would be better answered in the WEM Community so I am going to move it over there.

Thanks

Sam

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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In our operational environment, it is crucial to prevent unscheduled off-phone activities. The Workforce Management (WFM) team is tasked with scheduling meetings, excluding QA Coaching's and Supervisors' one-on-one sessions, which can be arranged using the schedule coaching tool. This procedure ensures adequate staffing during forecasted intervals and upholds staff adherence and conformance. The primary adjustments made by the WFM team will address unforeseen issues such as system problems, emergency meetings, and miscellaneous off-phone activities previously authorized by leadership. Any intraday movement can be handled with utilizing our off-phone staff for coverage in key hot spots. 

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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
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Hi Robert, 

Thank you for sharing your experience. 

Like you, our workforce coordinator schedules any planned off queue activities (like meetings, training time and planned coaching sessions like QA or one-on-ones).

The gap we have is in handling unplanned off queue time. It sounds like your WFM team update the schedule to reflect unforeseen activities like emergency meetings and misc. off-queue activities, have I got that right? Do you have procedures in place to manage this? 

Many thanks,

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
------------------------------

Original Message:
Sent: 02-26-2025 13:22
From: Robert Gacula
Subject: How do you monitor agent adherence when schedules are changed?

In our operational environment, it is crucial to prevent unscheduled off-phone activities. The Workforce Management (WFM) team is tasked with scheduling meetings, excluding QA Coaching's and Supervisors' one-on-one sessions, which can be arranged using the schedule coaching tool. This procedure ensures adequate staffing during forecasted intervals and upholds staff adherence and conformance. The primary adjustments made by the WFM team will address unforeseen issues such as system problems, emergency meetings, and miscellaneous off-phone activities previously authorized by leadership. Any intraday movement can be handled with utilizing our off-phone staff for coverage in key hot spots. 

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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
------------------------------

Hello,

Our process may not be as streamlined as other Workforce Management (WFM) teams. However, if there are unforeseen off-phone activities, staff are required to fill out a tracking sheet for their off-phone activity and submit their approved off-phone adjustment to the WFM team at the end of the day. They have two business days to submit their form to avoid negatively impacting their adherence. If the form is not submitted, the adjustment will not be approved. This tracking process helps the leadership team and WFM monitor off-phone activities and manage them effectively.

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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
------------------------------

Original Message:
Sent: 02-27-2025 21:57
From: Isabella Clutterham
Subject: How do you monitor agent adherence when schedules are changed?

Hi Robert, 

Thank you for sharing your experience. 

Like you, our workforce coordinator schedules any planned off queue activities (like meetings, training time and planned coaching sessions like QA or one-on-ones).

The gap we have is in handling unplanned off queue time. It sounds like your WFM team update the schedule to reflect unforeseen activities like emergency meetings and misc. off-queue activities, have I got that right? Do you have procedures in place to manage this? 

Many thanks,

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
------------------------------


Original Message:
Sent: 02-26-2025 13:22
From: Robert Gacula
Subject: How do you monitor agent adherence when schedules are changed?

In our operational environment, it is crucial to prevent unscheduled off-phone activities. The Workforce Management (WFM) team is tasked with scheduling meetings, excluding QA Coaching's and Supervisors' one-on-one sessions, which can be arranged using the schedule coaching tool. This procedure ensures adequate staffing during forecasted intervals and upholds staff adherence and conformance. The primary adjustments made by the WFM team will address unforeseen issues such as system problems, emergency meetings, and miscellaneous off-phone activities previously authorized by leadership. Any intraday movement can be handled with utilizing our off-phone staff for coverage in key hot spots. 

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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.

Hi Robert, 

It sounds like you and I are using a really similar system at the moment! (The team leader who approves the time off queue adds to a spreadsheet with details). 

Best,

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
------------------------------

Original Message:
Sent: 02-28-2025 10:36
From: Robert Gacula
Subject: How do you monitor agent adherence when schedules are changed?

Hello,

Our process may not be as streamlined as other Workforce Management (WFM) teams. However, if there are unforeseen off-phone activities, staff are required to fill out a tracking sheet for their off-phone activity and submit their approved off-phone adjustment to the WFM team at the end of the day. They have two business days to submit their form to avoid negatively impacting their adherence. If the form is not submitted, the adjustment will not be approved. This tracking process helps the leadership team and WFM monitor off-phone activities and manage them effectively.

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
------------------------------


Original Message:
Sent: 02-27-2025 21:57
From: Isabella Clutterham
Subject: How do you monitor agent adherence when schedules are changed?

Hi Robert, 

Thank you for sharing your experience. 

Like you, our workforce coordinator schedules any planned off queue activities (like meetings, training time and planned coaching sessions like QA or one-on-ones).

The gap we have is in handling unplanned off queue time. It sounds like your WFM team update the schedule to reflect unforeseen activities like emergency meetings and misc. off-queue activities, have I got that right? Do you have procedures in place to manage this? 

Many thanks,

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA


Original Message:
Sent: 02-26-2025 13:22
From: Robert Gacula
Subject: How do you monitor agent adherence when schedules are changed?

In our operational environment, it is crucial to prevent unscheduled off-phone activities. The Workforce Management (WFM) team is tasked with scheduling meetings, excluding QA Coaching's and Supervisors' one-on-one sessions, which can be arranged using the schedule coaching tool. This procedure ensures adequate staffing during forecasted intervals and upholds staff adherence and conformance. The primary adjustments made by the WFM team will address unforeseen issues such as system problems, emergency meetings, and miscellaneous off-phone activities previously authorized by leadership. Any intraday movement can be handled with utilizing our off-phone staff for coverage in key hot spots. 

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.

Hello Isabella,

You are right; it appears we are monitoring our agents in a similar way. I am not in favor of making adjustments for agents' poor behavior, as this can distort the actual performance numbers for the day. I believe the best approach is to find a middle ground on adherence percentage and avoid adjusting any off-phone activity. Then, we can hold the agents accountable for their performance numbers if they are not met. just a thought. 

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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
------------------------------

Original Message:
Sent: 03-05-2025 17:31
From: Isabella Clutterham
Subject: How do you monitor agent adherence when schedules are changed?

Hi Robert, 

It sounds like you and I are using a really similar system at the moment! (The team leader who approves the time off queue adds to a spreadsheet with details). 

Best,

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
------------------------------


Original Message:
Sent: 02-28-2025 10:36
From: Robert Gacula
Subject: How do you monitor agent adherence when schedules are changed?

Hello,

Our process may not be as streamlined as other Workforce Management (WFM) teams. However, if there are unforeseen off-phone activities, staff are required to fill out a tracking sheet for their off-phone activity and submit their approved off-phone adjustment to the WFM team at the end of the day. They have two business days to submit their form to avoid negatively impacting their adherence. If the form is not submitted, the adjustment will not be approved. This tracking process helps the leadership team and WFM monitor off-phone activities and manage them effectively.

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.


Original Message:
Sent: 02-27-2025 21:57
From: Isabella Clutterham
Subject: How do you monitor agent adherence when schedules are changed?

Hi Robert, 

Thank you for sharing your experience. 

Like you, our workforce coordinator schedules any planned off queue activities (like meetings, training time and planned coaching sessions like QA or one-on-ones).

The gap we have is in handling unplanned off queue time. It sounds like your WFM team update the schedule to reflect unforeseen activities like emergency meetings and misc. off-queue activities, have I got that right? Do you have procedures in place to manage this? 

Many thanks,

------------------------------
Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA


Original Message:
Sent: 02-26-2025 13:22
From: Robert Gacula
Subject: How do you monitor agent adherence when schedules are changed?

In our operational environment, it is crucial to prevent unscheduled off-phone activities. The Workforce Management (WFM) team is tasked with scheduling meetings, excluding QA Coaching's and Supervisors' one-on-one sessions, which can be arranged using the schedule coaching tool. This procedure ensures adequate staffing during forecasted intervals and upholds staff adherence and conformance. The primary adjustments made by the WFM team will address unforeseen issues such as system problems, emergency meetings, and miscellaneous off-phone activities previously authorized by leadership. Any intraday movement can be handled with utilizing our off-phone staff for coverage in key hot spots. 

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.

Hi Isabella

For me, the important part is about understanding our plan versus what actually happened. If activity was not in the plan, I would not want to update the schedule to reflect the change. This helps explain why service level was not achieved. I think the question should be WHY are we updating the schedules to reflect unplanned activity as much as this?  If it is purely so that agents aren't penalised for poor adherence, then why are we targeting/measuring adherence at all? If it is important to have this KPI tracked, then can you look at lowering the adherence target? It sounds like your organisation knows there will be lots of late notice changes to the plan, and I am not sure what value there is in making so many changes to the schedule.

Heather 

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Heather Henderson
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Hi Heather,

Thank you for your comment. 

You have succinctly articulated what my concerns are with updating unplanned schedule changes. 

It seems to me like we need to decide what is more important - understanding our plan vs what actually happened OR tracking adherence.

I appreciate your insight,

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Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
------------------------------

Original Message:
Sent: 03-03-2025 12:06
From: Heather Henderson
Subject: How do you monitor agent adherence when schedules are changed?

Hi Isabella

For me, the important part is about understanding our plan versus what actually happened. If activity was not in the plan, I would not want to update the schedule to reflect the change. This helps explain why service level was not achieved. I think the question should be WHY are we updating the schedules to reflect unplanned activity as much as this?  If it is purely so that agents aren't penalised for poor adherence, then why are we targeting/measuring adherence at all? If it is important to have this KPI tracked, then can you look at lowering the adherence target? It sounds like your organisation knows there will be lots of late notice changes to the plan, and I am not sure what value there is in making so many changes to the schedule.

Heather 

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Heather Henderson
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Hi Isabella,

Here's what I think:

Are scheduling adjustments a necessary evil? - It doesn't have to be. It's a matter of how you manage the changes and what is your priority. Changing the schedules after the fact is an action that defeats the purpose of adherence score. It would be best to have a moderator that evaluates and approves the ad hoc activities as multiple leaders could do ad hoc offline activities at the same time when only 1 slot is available. With a moderator, you can be assured that there are no unnecessary risks taken. In our organisation, pre-approval of the ad hoc activity is necessary (at least an hour before) to account for availability or impact. This would also give the control of the adherence score to the staff and the leader since we plot it before it happens. 

Are we invalidating adherence data by adjusting the result? - In a way..yes.

How do you manage intra-day changes in your centre? -as mentioned above, a pre-approval is required to mitigate risks. And we only make changes after the fact when it is outside of the staff's control like technical issues or outage. 

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool? -not a KPI but a supplementary score to identify opportunities to improve staff behaviour. 

Hope this helps. 

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Mark Torre
Real Time Analyst
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Hi Isabella,

Our organization is fairly new to Genesys as we went live Summer 2024 with it, previously we used NICE which had a formal schedule change request system built in where the agent submitted the change request and the supervisors approved it and it would automatically update the schedule. So going to Genesys has been a bit of a shift as this is not a capability, nor do I think Genesys intends to work in that way.

In my opinion, Genesys is built and designed to put the business need first. This design helps create efficiencies and in turn reduces cost. In the 8 months we have been live with Genesys, we have seen some incredible results in efficiencies. It is designed for agents to adhere to their schedules to yield positive KPI's. While we have always monitored adherence, we have not had access to the tools that Genesys offers with our prior WFM application. Our biggest hurdle is the culture shift, getting our agents to follow their schedule and understand why that is important. 

Are scheduling adjustments a necessary evil? Our team has determined an agent can be out of adherence roughly up to 1 hr per 8 hr shift and still maintain an adherence rate of 80%, that said we won't code anything less than 15 minutes. Anything 15 minutes or greater that is a business need we code. However, with 200+ agents it can be a lot at times.  Some teams we've baked in specific activities to the agents work plans to carve out the time to do said work, but not all teams can operate that way. We are really focusing on a culture shift of getting agents to adhere to their schedules consistently at this time.

Are we invalidating adherence data by adjusting the result? In my opinion, as long as what is being adjusted was due to business need, then no. But if adjustments are being made due to agent choice, then yes. Example Agent A doesn't like when their lunch is scheduled, so deliberately goes to lunch an hour later than scheduled every day. This is an agent decision, not a business need, therefore we will not make changes to that activity. Whereas say a same-day meeting takes place to coach the agent, that is a business need, so we would code that. The agent should not be penalized for business needs. (Adherence is a KPI for our agents.)

How do you manage intra-day changes in your centre? We have a ticket system that we built in Microsoft Forms and Power Automate that is used for schedule changes that are not urgent, greater than 15 minutes. Our supervisors submit the tickets to our analyst team, and we process those changes. For urgent, same-day changes, we utilize our various TEAMS channels.

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool? We do used Adherence as a KPI; we are just starting to lean into understanding conformance and how that can be a beneficial tool to analyze.

Best of luck to you!

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Laura Callaway
Application Analyst
St. Luke's Health System
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Hi Isabella! I hope you've been having an awesome week. I just ran across this post and wanted to share what we do in regards to your inquiry.

Are scheduling adjustments a necessary evil? The short answer is yes. If you are going to use it as a KPI in any fashion, it needs to be accurate. By adjusting the scheduling, it will also help with your forecasting because it will look for trends of calls vs agents. 

Are we invalidating adherence data by adjusting the result? The beautiful (and sometimes frustrating) thing about a contact centre is that is a fluid being. We treat the schedule in Genesys like the "Pirate's Code" - it's more of a set of guidelines, really. If it needs adjustment to reflect the day, we adjust it. Emergency 1:1 to correct a behavior; add it to the schedule. Lunch was delayed by 30 minutes due to a long call; slide it on the schedule. The schedule is the game plan but it isn't set in stone. You could always snip the start of the day and the end of the day so what changes take place for historical purposes and to look for trends (Suzie Snowflake has a scheduled lunch at 11:30 but she habitually is "stuck on a call" until 12:15, that warrants a conversation). Adherence isn't being invalidated by making unavoidable adjustments because the nature of the beast is that you can't hang up on a call simply because it's your break time. You can slide the break to reflect the need but it shouldn't be a continual need, if that makes sense.

How do you manage intra-day changes in your centre? You have to roll with it unless you have a bull pen to pull from and add more people to the queues when necessary. What kind of intra-day changes are referred to here?

Do you use adherence/conformance as a KPI - or do you prefer to view this only as a management tool? We use it as a KPI but at the leader level. We use the contact center supervisor like an air traffic controller to ensure that call volumes are being met. Are the agents taking breaks and lunches on time, for the appropriate amount of time? If they aren't, why not, and has it been addressed? Is it affecting the SLA? The agents are aware that this is a metric that is watched and we hold them accountable for the conformance piece since they are in total control of that but we stress the importance of adherence.

I hope this helps and I'm here for any questions that you may have. Good luck!

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Amy Sessions
Division Manager, Utility Customer Service
City of Clearwater
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