Workforce Engagement Management

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  • 1.  Real-Time Adherence not updating

    Posted 02-13-2024 17:09
    Edited by Brad Goff 02-13-2024 17:11

    Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

    We do have support ticket open but aren't making much progress in a timely fashion. 


    #WorkforceManagement
    #Monitoring/Adherence
    #Other/NotSure

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    Brad Goff
    Palo Alto Networks, Inc.
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  • 2.  RE: Real-Time Adherence not updating

    Posted 02-15-2024 10:12

    Hi Brad,

    If you have a solution Genesys, share with here, please. This is important information.

    Att,



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    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
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  • 3.  RE: Real-Time Adherence not updating

    GENESYS
    Posted 02-16-2024 08:02

    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.



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    Tracy
    Genesys
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  • 4.  RE: Real-Time Adherence not updating

    Posted 02-16-2024 11:58

    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.



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    Brad Goff
    Palo Alto Networks, Inc.
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  • 5.  RE: Real-Time Adherence not updating

    GENESYS
    Posted 02-19-2024 12:42

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



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    Rakesh Tailor
    Vice President, Product Management
    Workforce Engagement Management (WEM)
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  • 6.  RE: Real-Time Adherence not updating

    Posted 02-20-2024 09:54
    Hello, it is Case #0003443031


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    Bill Bruining
    Palo Alto Networks, Inc.
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  • 7.  RE: Real-Time Adherence not updating

    Posted 02-20-2024 18:23

    I am also seeing this status/adherence mismatch.  Looking forward to more information.



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    Vikki Papesh
    Sr. Genesys Cloud Developer II
    Tandem Diabetes Care, Inc.
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  • 8.  RE: Real-Time Adherence not updating

    GENESYS
    Posted 02-22-2024 15:57

    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.



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    Jay Langsford
    VP, R&D
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  • 9.  RE: Real-Time Adherence not updating

    Posted 02-23-2024 12:36

    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.



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    Brad Goff
    Palo Alto Networks, Inc.
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  • 10.  RE: Real-Time Adherence not updating

    GENESYS
    Posted 02-23-2024 15:09

    Indication that it was likely a regression earlier this month.



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    Jay Langsford
    VP, R&D
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