Workforce Engagement Management

Agent has been showing with an "actual status" in Real-Time Adherence view as "out of office" even though when you look at the agent, review their status usage etc., their status is not and has never been out of office. 

Have tried removing the agent from the MU, from the schedule, and then re-adding them to all of the above and republishing the schedule.  The agent continues to show incorrectly and either 'unscheduled' or "severely out of adherence" as a result.  

Any ideas as to how to remedy this? 

#Workforce Management

------------------------------
Shelby Cronk
C1
------------------------------

Team upstream from Workforce Management introduced a regression that is causing issues when a user lets an Out of Office (OoO) time period expire versus toggling OoO flag to off. That team is trying to release an update that addresses the issue.

Short-term workaround is for users to toggle out of office (either off if on, or on, then off, if they let OoO period expire).

For more updates you can open a support ticket and note that it is an existing known issue.

On the Workforce Management side, we added one path of possible self-healing where we, when a user goes On Queue, ignore an errant OoO indication (since the UI does not allow you to be in OoO and On Queue).

More on the following thread:
https://community.genesys.com/discussion/real-time-adherence-not-updating#bmd8337bfe-4773-4e2d-903f-018dd792dc25

------------------------------
Jay Langsford
VP, R&D
------------------------------