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  • 1.  Ignore adherence activity codes

    Posted 01-05-2024 16:51
    No replies, thread closed.

    Hello, I was wondering if there is a way to be able to "Ignore" certain activity codes so  they do not inpact the agetns Adherence percentage. I know I can ignore activity so it shows "nutural" but can I ignore all together. I would like to enforce Adherence for some of the agents but some of the time the agents have to go off queue to send out emails or follow up on a case and I dont want the off queue time to impact since I cannot pre schedule the off queue time. We dont know when it happenes. Hope this makes sense. 

    thanks


    #Workforce Management

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    Stephanie Brady
    Europ Assistance North America, Inc
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  • 2.  RE: Ignore adherence activity codes

    Posted 01-08-2024 15:41
    No replies, thread closed.

    Hi Stephanie,

    Unfortunately, today we can ignore only activity code categories such as Time Off, Meeting, Off Queue, Training, etc. All custom activity codes that falls under that category will automatically be ignored as well.

    There is one idea created for analyzing Genesys this feature: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-235

    You can help with your vote and comment to accelerate development.

    Att,



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    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 3.  RE: Ignore adherence activity codes

    Posted 01-08-2024 16:11
    No replies, thread closed.

    Thanks. Sorry for any confusion on my end. If an agent is scheduled for On queue but is really off queue doing follow up, will that go against their Adherence monthly/daily percentage if I add off queue to "ignore for adherence"? 

    Just trying to understand what it's ignoring and how it affects the agent adherence percentage. We have activity codes and statuses. 



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    Stephanie Brady
    Europ Assistance North America, Inc
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    Original Message


  • 4.  RE: Ignore adherence activity codes

    Posted 01-08-2024 17:29
    No replies, thread closed.

    The "Scheduled Activities to Ignore for Adherence" has a (?) icon with hover text and resource center here also notes more information about this setting. It is concerned with the scheduled activity - i.e., you are indicating that when they are scheduled for those activities that we do not even look at what they are actually doing.



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    Jay Langsford
    VP, R&D
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    Original Message


  • 5.  RE: Ignore adherence activity codes

    Posted 01-09-2024 08:36
    Edited by Tracy Vickers 08-04-2025 05:26
    No replies, thread closed.

    Sthephanie, yeah. If you create a custom code, this custom code has activity code categories: Time Off, Meeting, Off Queue, Training, etc.

    I use a lot Break 1, Break 2 (custom code) because break 1 is a first break, and break 2 is the last break then users use...

    This break has activity code categories" BREAK". If I configure "ignore for adherence" for Break, all custom codes are ignored too in Adherence. For it, there is an idea for Genesys to be better.

    https://genesyscloud.ideas.aha.io/ideas/WESCH-I-235

    You can help with your vote and comment to accelerate development.

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------

    Original Message


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