Workforce Engagement Management

Hello, I have set the inactive agent back to active to pull historical metrics. ( I will set them back as inactive once I get all of the required data exported)  The agent is now showing up under Performance views and I am able to gather their "AHT, ACW" However under the historical adherence they are not populating back. Is there a work around for this or a better way to get this data? Thank you!

#Workforce Management

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Wendy Dodson
Sedgwick Claims Management Services, Inc.
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Hi Wendy, 

Is the agent in question still on the published schedule for the time period you are querying and does the agent have any presence/routing events during that time period? If the agent is still on the published schedule and you believe there should be agent presence data for the query period, please reach out to care so we can further investigate this issue.

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Drew Dyr
Manager, Development
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Original Message:
Sent: 01-11-2024 13:23
From: Wendy Dodson
Subject: Inactive Agents Historical Adherence

Hello, I have set the inactive agent back to active to pull historical metrics. ( I will set them back as inactive once I get all of the required data exported)  The agent is now showing up under Performance views and I am able to gather their "AHT, ACW" However under the historical adherence they are not populating back. Is there a work around for this or a better way to get this data? Thank you!

#Workforce Management

------------------------------
Wendy Dodson
Sedgwick Claims Management Services, Inc.
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