I have a group of agents who are routinely scheduled for off‑phone activities under the "busy" status. However, they are often late to these segments because their calls run long. While they are technically late to their off‑queue activity, they are still actively handling customer interactions-which is a positive outcome, as we want them to take care of our clients.
The challenge is that their adherence is negatively impacted each time a long call extends into their scheduled off‑phone period. I considered configuring "on queue" to be ignored for adherence, but I'm not certain that approach is appropriate, especially since these calls can run 30 minutes or more into their off‑queue time.
What is the best way to configure the system so that long calls do not unfairly penalize adherence for these agents?
#WFMConfiguration,BestPractices------------------------------
Melissa Palmer
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