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  • 1.  On Queue Adherence Tracking

    Posted 01-11-2023 08:52
    No replies, thread closed.
    The Historic Adherence view shows me when an agent was out of adherence and the minute they went out of adherence, but is there a way to see the minute they logged into queue whether they were in adherence or not?  Agent status shows it in 30-minute intervals, so I can't see the minute they went on queue, just that sometime between 8:00am and 8:30 they went on queue.
    #Workforce Management

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    Shelby Cronk
    ConvergeOne, Inc.
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  • 2.  RE: On Queue Adherence Tracking

    Posted 01-14-2023 17:05
    No replies, thread closed.
    If you show adherence in the Schedule view, you can see exactly when they were in each status.   There is a Status Timeline view coming at some point that is similar to the old Agent Status Detail view in ICBM.  Also, interval selection for 15/30/60 minutes should be coming at some point.  


  • 3.  RE: On Queue Adherence Tracking

    Posted 01-17-2023 11:16
    No replies, thread closed.
    Robert, Thank You.  This is a great "real-time" solution, but it doesn't export adherence information (unless I'm missing something?)

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    Shelby Cronk
    ConvergeOne, Inc.
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    Original Message


  • 4.  RE: On Queue Adherence Tracking

    Posted 01-17-2023 15:47
    No replies, thread closed.
    Good Timing!  I just learned today there is a new API that can report on adherence and can include exceptions.  Follow this link:  Visit Topic


    A new WFM Historical Adherence request API is now available. This new API endpoint provides developers a way to make historical agent schedule adherence requests in bulk. Developers can now request adherence for multiple management units and/or date ranges in a single request, in up to 6 groupings. There is also no limit to being able to include exceptions in the response. The main benefit to the consumer is the ability to make a single historical adherence request instead of multiple requests. On the service side, this allows us to optimize our data retrieval requests allowing us to process and calculate adherence faster and more efficiently. See Genesys Cloud Developer Center for more information about this new resource.



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