Workforce Engagement Management

Hi Brad,

I've reached out to the PM Team to see if they can help, it may take a couple of days though as the PM for that area is on leave so please bear with us.

Thank you Tracy! Let me know if you have or need the support ticket number that we have open. It has gone through multiple depts and they have been able to replicate the issue; however, they have not provided much insight or resolution yet.

Hi Brad,

I've reached out to the PM Team to see if they can help, it may take a couple of days though as the PM for that area is on leave so please bear with us.

If you can share the ticket number, that would be great.

Thank you Tracy! Let me know if you have or need the support ticket number that we have open. It has gone through multiple depts and they have been able to replicate the issue; however, they have not provided much insight or resolution yet.

Hi Brad,

I've reached out to the PM Team to see if they can help, it may take a couple of days though as the PM for that area is on leave so please bear with us.

Perhaps the culprit: there is an issue with the backend not clearing the out of office flag when users, instead of toggling off out of office, let the out of office period expire. This is upstream from WFM. The workaround is for agents to toggle out of office on then off and to toggle off versus let the time expire.

There is an active escalated case where engineers for the specific non-WFM backend are engaged.

Yes, what you describe appears to be what's happening. It's just strange that we had never noticed this behavior and real-time adherence mis-match until a few weeks ago and have been on Cloud for almost 2 years.

Perhaps the culprit: there is an issue with the backend not clearing the out of office flag when users, instead of toggling off out of office, let the out of office period expire. This is upstream from WFM. The workaround is for agents to toggle out of office on then off and to toggle off versus let the time expire.

There is an active escalated case where engineers for the specific non-WFM backend are engaged.

Does anyone happen to get the updates from Genesys on this topic. Looks like the issue still exist and we have couple of business team reports the real time adherence issues with Genesys cloud and Calabrio as well.  Please advise.

Hi Everyone, Does anyone have any updates or solutions on this topic? The issue still persists and happens very intermittently, and the customers are not happy with the repeated outcomes.

Does anyone happen to get the updates from Genesys on this topic. Looks like the issue still exist and we have couple of business team reports the real time adherence issues with Genesys cloud and Calabrio as well.  Please advise.