Workforce Engagement Management

Anyone ever seen an agent show "out of adherence" because they're "On Queue" but the Real Time adherence is showing them as "Off Queue"?  Visibility on the team member's computer screen showed them as On Queue and Idle, but the Real Time Adherence view was showing them as "Off Queue"? Any reason this would happen? 

Hi Shelby, this could be due to a few different reasons.  It's possible that the UI might not have picked up the notification that the agent was On Queue.  Doing a page refresh should fix that.  It could also be the RTA data on the backend did not pickup the status change or it did but it didn't sent the data properly.  In either of these cases, by having the agent switch to Off Queue and back to On Queue immediately, should fix that.  This is something that could happen on rare occasions but not something you should experience on a regular basis.

Hope that helps.

Anyone ever seen an agent show "out of adherence" because they're "On Queue" but the Real Time adherence is showing them as "Off Queue"?  Visibility on the team member's computer screen showed them as On Queue and Idle, but the Real Time Adherence view was showing them as "Off Queue"? Any reason this would happen? 

Hi Belinda,

This happen to an agent of ours. Is there a way to fix this retrospectively?

Thank you,

Hi Shelby, this could be due to a few different reasons.  It's possible that the UI might not have picked up the notification that the agent was On Queue.  Doing a page refresh should fix that.  It could also be the RTA data on the backend did not pickup the status change or it did but it didn't sent the data properly.  In either of these cases, by having the agent switch to Off Queue and back to On Queue immediately, should fix that.  This is something that could happen on rare occasions but not something you should experience on a regular basis.

Hope that helps.

Anyone ever seen an agent show "out of adherence" because they're "On Queue" but the Real Time adherence is showing them as "Off Queue"?  Visibility on the team member's computer screen showed them as On Queue and Idle, but the Real Time Adherence view was showing them as "Off Queue"? Any reason this would happen? 

Hi @Dianne Gabriel,

If RTA was not displaying the correct status that the agent was in then it shouldn't affect the agent's Historical Adherence.  Are you saying you are seeing the wrong status reported on the agent's Historical Adherence?

Hi Belinda,

This happen to an agent of ours. Is there a way to fix this retrospectively?

Thank you,

Hi Shelby, this could be due to a few different reasons.  It's possible that the UI might not have picked up the notification that the agent was On Queue.  Doing a page refresh should fix that.  It could also be the RTA data on the backend did not pickup the status change or it did but it didn't sent the data properly.  In either of these cases, by having the agent switch to Off Queue and back to On Queue immediately, should fix that.  This is something that could happen on rare occasions but not something you should experience on a regular basis.

Hope that helps.

Anyone ever seen an agent show "out of adherence" because they're "On Queue" but the Real Time adherence is showing them as "Off Queue"?  Visibility on the team member's computer screen showed them as On Queue and Idle, but the Real Time Adherence view was showing them as "Off Queue"? Any reason this would happen? 

This is what's showing under the schedule adherence. The second screenshot attached is the agent's interactions, so the agent was on queue and accepting calls, however WFM logged it as "Off Queue"

Hi @Dianne Gabriel,

If RTA was not displaying the correct status that the agent was in then it shouldn't affect the agent's Historical Adherence.  Are you saying you are seeing the wrong status reported on the agent's Historical Adherence?

Hi Belinda,

This happen to an agent of ours. Is there a way to fix this retrospectively?

Thank you,

Hi Shelby, this could be due to a few different reasons.  It's possible that the UI might not have picked up the notification that the agent was On Queue.  Doing a page refresh should fix that.  It could also be the RTA data on the backend did not pickup the status change or it did but it didn't sent the data properly.  In either of these cases, by having the agent switch to Off Queue and back to On Queue immediately, should fix that.  This is something that could happen on rare occasions but not something you should experience on a regular basis.

Hope that helps.

Anyone ever seen an agent show "out of adherence" because they're "On Queue" but the Real Time adherence is showing them as "Off Queue"?  Visibility on the team member's computer screen showed them as On Queue and Idle, but the Real Time Adherence view was showing them as "Off Queue"? Any reason this would happen?