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  • 1.  Intraday Management - Adherence exceptions

    Posted 05-21-2021 09:04
    No replies, thread closed.

    Hi, 

    having seen a few hot conversations around Adherence recently I thought I'd ask the community what you consider valid reasons for someone being out of adherence and how you manage them.

    From my experience as a Resource Planner, I was thinking along the lines of:

    • Long Interaction
    • Escalated Interaction/complaint handling
    • Meeting overran
    • Training overran
    • Technical issues
    In managing this would you massage the schedule so that it reflected what happened and the Agent is brought back into the correct adherence or would you account for it in the adherence calculations going forward and leave the schedule to stand as planned?
    #Workforce Management

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    Paul Wood
    Genesys -WFM Product Manager
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  • 2.  RE: Intraday Management - Adherence exceptions

    Posted 05-21-2021 13:01
    No replies, thread closed.
    We currently have agents report exceptions which are entered into a spreadsheet and from this information we update the schedule. Our Adherence exception threshold is set at the max (5 minutes). I also would like to hear how other organizations manage adherence whether it is setting a particular adherence target that allows for exceptions or capturing historical adherence information and building that into the shrinkage calculation.

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    Paul Soulodre
    Alberta Motor Association
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    Original Message


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