Workforce Engagement Management

Hi Kellyn,

May be helpful to fill in the following info for more help.

Lead activity code settings:

• Category: ?
• Primary Status: ?
• Secondary Status: ?

ACW activity code settings:

• Category: ?
• Primary Status: ?
• Secondary Status: ?

What primary and, if applicable, secondary status is the agent in during that long ACW actual block?

A note regarding primary and secondary status settings for adherence... If a secondary status is set, then it requires that the agent be in that secondary status to be considered as being adherent. So, it is not an additional status from the primary...it is a more restrictive/specific requirement.

Looking at the exception row, only the late start is flagged so the scheduled and actuals look to be considered equivalent from an adherence perspective.

Thanks Jay - you helped me narrow down my issue -

Activity code of Lead is an Off Queue Category, with the standard Available and Busy primary statuses available. There are no secondary statuses on this Activity Code.

Looking at the ACW Activity code - its a Default activity code. Looks like we renamed it from "Off Queue" to ACW. I do see Leadership assigned as a secondary status, but it wont let me remove it.

We have 11 secondary statuses under the Primary Busy status - How did these 4 Secondary status get assigned to this default Activity code, and how to I edit it? 

Hi Kellyn,

May be helpful to fill in the following info for more help.

Lead activity code settings:

• Category: ?
• Primary Status: ?
• Secondary Status: ?

ACW activity code settings:

• Category: ?
• Primary Status: ?
• Secondary Status: ?

What primary and, if applicable, secondary status is the agent in during that long ACW actual block?

A note regarding primary and secondary status settings for adherence... If a secondary status is set, then it requires that the agent be in that secondary status to be considered as being adherent. So, it is not an additional status from the primary...it is a more restrictive/specific requirement.

Looking at the exception row, only the late start is flagged so the scheduled and actuals look to be considered equivalent from an adherence perspective.

Hi Kellyn,

May be helpful to fill in the following info for more help.

Lead activity code settings:

• Category: ?
• Primary Status: ?
• Secondary Status: ?

ACW activity code settings:

• Category: ?
• Primary Status: ?
• Secondary Status: ?

What primary and, if applicable, secondary status is the agent in during that long ACW actual block?

A note regarding primary and secondary status settings for adherence... If a secondary status is set, then it requires that the agent be in that secondary status to be considered as being adherent. So, it is not an additional status from the primary...it is a more restrictive/specific requirement.

Looking at the exception row, only the late start is flagged so the scheduled and actuals look to be considered equivalent from an adherence perspective.