All, I know I'm missing something obvious but just can't figure it out.  How do I get someone's offline status and being unscheduled to sync up properly so I can use the RTA page better?  Right now we're just filtering out unscheduled but I'd like to not have to do that. 

See screenshot attached.  At this time of day we only have a handful of people scheduled and their adherence is 100%, but because Unavailable/Unscheduled aren't matched up properly, the overall view shows 3%

Hello Chad,

Thanks for submitting your feedback.  You are correct in that the overall calculation is negatively impacted by your Unscheduled agents.  From a historical adherence standpoint, Unscheduled is not included in the calculation so it should be calculated correctly.  I have reached out to our engineers to have them take a look at the current calculation in the RTA screen as it should probably not include the Unscheduled agents.   I'll let you know as soon as I have more information on this.

All, I know I'm missing something obvious but just can't figure it out.  How do I get someone's offline status and being unscheduled to sync up properly so I can use the RTA page better?  Right now we're just filtering out unscheduled but I'd like to not have to do that. 

See screenshot attached.  At this time of day we only have a handful of people scheduled and their adherence is 100%, but because Unavailable/Unscheduled aren't matched up properly, the overall view shows 3%

Hey Belinda, thanks for the response.  Thought for sure I had to just be missing something.  I knew that it wasn't affecting the actual historical adherence calcs, thankfully.

This would be a huge QOL update for teams/orgs with Adherence KPIs.  Like I said, we make do by filtering out the unscheduled, but the Adherence live view would be much more useful (and accurate) if the unscheduled were removed from the equation.

Hello Chad,

Thanks for submitting your feedback.  You are correct in that the overall calculation is negatively impacted by your Unscheduled agents.  From a historical adherence standpoint, Unscheduled is not included in the calculation so it should be calculated correctly.  I have reached out to our engineers to have them take a look at the current calculation in the RTA screen as it should probably not include the Unscheduled agents.   I'll let you know as soon as I have more information on this.

All, I know I'm missing something obvious but just can't figure it out.  How do I get someone's offline status and being unscheduled to sync up properly so I can use the RTA page better?  Right now we're just filtering out unscheduled but I'd like to not have to do that. 

See screenshot attached.  At this time of day we only have a handful of people scheduled and their adherence is 100%, but because Unavailable/Unscheduled aren't matched up properly, the overall view shows 3%

Yes, I completely understand, having to filter them out is not ideal.  Quick question, this has been an ongoing issue for you correct?  Or was this something you noticed recently and wasn't an issue previously?

Hey Belinda, thanks for the response.  Thought for sure I had to just be missing something.  I knew that it wasn't affecting the actual historical adherence calcs, thankfully.

This would be a huge QOL update for teams/orgs with Adherence KPIs.  Like I said, we make do by filtering out the unscheduled, but the Adherence live view would be much more useful (and accurate) if the unscheduled were removed from the equation.

Hello Chad,

Thanks for submitting your feedback.  You are correct in that the overall calculation is negatively impacted by your Unscheduled agents.  From a historical adherence standpoint, Unscheduled is not included in the calculation so it should be calculated correctly.  I have reached out to our engineers to have them take a look at the current calculation in the RTA screen as it should probably not include the Unscheduled agents.   I'll let you know as soon as I have more information on this.

All, I know I'm missing something obvious but just can't figure it out.  How do I get someone's offline status and being unscheduled to sync up properly so I can use the RTA page better?  Right now we're just filtering out unscheduled but I'd like to not have to do that. 

See screenshot attached.  At this time of day we only have a handful of people scheduled and their adherence is 100%, but because Unavailable/Unscheduled aren't matched up properly, the overall view shows 3%

All, I know I'm missing something obvious but just can't figure it out.  How do I get someone's offline status and being unscheduled to sync up properly so I can use the RTA page better?  Right now we're just filtering out unscheduled but I'd like to not have to do that. 

See screenshot attached.  At this time of day we only have a handful of people scheduled and their adherence is 100%, but because Unavailable/Unscheduled aren't matched up properly, the overall view shows 3%

All, I know I'm missing something obvious but just can't figure it out.  How do I get someone's offline status and being unscheduled to sync up properly so I can use the RTA page better?  Right now we're just filtering out unscheduled but I'd like to not have to do that. 

See screenshot attached.  At this time of day we only have a handful of people scheduled and their adherence is 100%, but because Unavailable/Unscheduled aren't matched up properly, the overall view shows 3%

#WorkforceManagement

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Chad Blanton
North American Bancard
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