Hello Community!

We are trying to find a way to allow our sales agents to leverage segments of unplanned (unscheduled) off-queue time without negatively impacting their adherence. To my knowledge, there isn't currently a clean way to execute this without sacrificing insight/tracking in some form. Some options that we discussed and the reasons they do not meet our needs are as follows:

1) Code all agents on this team to be Off Queue at all times and configure the Off Queue code to be adherent with Available and Busy statuses. However, this would result in a complete loss of insight into adherence and therefore is not ideal.

2) Provide those agents the access necessary to add these segments to their own schedule via the Coaching Appointment Tool. However, the major limitation here is the inflexibility built into this feature - meaning that agents would be forced to comply with the system-generated date/time suggestions rather than being able to schedule adhoc sessions as needed. 

How are other businesses managing off-queue needs for their teams while maintaining insight into critical KPIs?

I look forward to any and all suggestions! Thank you.

Hello Community!

We are trying to find a way to allow our sales agents to leverage segments of unplanned (unscheduled) off-queue time without negatively impacting their adherence. To my knowledge, there isn't currently a clean way to execute this without sacrificing insight/tracking in some form. Some options that we discussed and the reasons they do not meet our needs are as follows:

1) Code all agents on this team to be Off Queue at all times and configure the Off Queue code to be adherent with Available and Busy statuses. However, this would result in a complete loss of insight into adherence and therefore is not ideal.

2) Provide those agents the access necessary to add these segments to their own schedule via the Coaching Appointment Tool. However, the major limitation here is the inflexibility built into this feature - meaning that agents would be forced to comply with the system-generated date/time suggestions rather than being able to schedule adhoc sessions as needed. 

How are other businesses managing off-queue needs for their teams while maintaining insight into critical KPIs?

I look forward to any and all suggestions! Thank you.

Hello Community!

We are trying to find a way to allow our sales agents to leverage segments of unplanned (unscheduled) off-queue time without negatively impacting their adherence. To my knowledge, there isn't currently a clean way to execute this without sacrificing insight/tracking in some form. Some options that we discussed and the reasons they do not meet our needs are as follows:

1) Code all agents on this team to be Off Queue at all times and configure the Off Queue code to be adherent with Available and Busy statuses. However, this would result in a complete loss of insight into adherence and therefore is not ideal.

2) Provide those agents the access necessary to add these segments to their own schedule via the Coaching Appointment Tool. However, the major limitation here is the inflexibility built into this feature - meaning that agents would be forced to comply with the system-generated date/time suggestions rather than being able to schedule adhoc sessions as needed. 

How are other businesses managing off-queue needs for their teams while maintaining insight into critical KPIs?

I look forward to any and all suggestions! Thank you.

Hello Community!

We are trying to find a way to allow our sales agents to leverage segments of unplanned (unscheduled) off-queue time without negatively impacting their adherence. To my knowledge, there isn't currently a clean way to execute this without sacrificing insight/tracking in some form. Some options that we discussed and the reasons they do not meet our needs are as follows:

1) Code all agents on this team to be Off Queue at all times and configure the Off Queue code to be adherent with Available and Busy statuses. However, this would result in a complete loss of insight into adherence and therefore is not ideal.

2) Provide those agents the access necessary to add these segments to their own schedule via the Coaching Appointment Tool. However, the major limitation here is the inflexibility built into this feature - meaning that agents would be forced to comply with the system-generated date/time suggestions rather than being able to schedule adhoc sessions as needed. 

How are other businesses managing off-queue needs for their teams while maintaining insight into critical KPIs?

I look forward to any and all suggestions! Thank you.

Hello Community!

We are trying to find a way to allow our sales agents to leverage segments of unplanned (unscheduled) off-queue time without negatively impacting their adherence. To my knowledge, there isn't currently a clean way to execute this without sacrificing insight/tracking in some form. Some options that we discussed and the reasons they do not meet our needs are as follows:

1) Code all agents on this team to be Off Queue at all times and configure the Off Queue code to be adherent with Available and Busy statuses. However, this would result in a complete loss of insight into adherence and therefore is not ideal.

2) Provide those agents the access necessary to add these segments to their own schedule via the Coaching Appointment Tool. However, the major limitation here is the inflexibility built into this feature - meaning that agents would be forced to comply with the system-generated date/time suggestions rather than being able to schedule adhoc sessions as needed. 

How are other businesses managing off-queue needs for their teams while maintaining insight into critical KPIs?

I look forward to any and all suggestions! Thank you.

#WorkforceManagement

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Andrea Rushfeldt
Resource Enablement Advisor
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Hello Community!

We are trying to find a way to allow our sales agents to leverage segments of unplanned (unscheduled) off-queue time without negatively impacting their adherence. To my knowledge, there isn't currently a clean way to execute this without sacrificing insight/tracking in some form. Some options that we discussed and the reasons they do not meet our needs are as follows:

1) Code all agents on this team to be Off Queue at all times and configure the Off Queue code to be adherent with Available and Busy statuses. However, this would result in a complete loss of insight into adherence and therefore is not ideal.

2) Provide those agents the access necessary to add these segments to their own schedule via the Coaching Appointment Tool. However, the major limitation here is the inflexibility built into this feature - meaning that agents would be forced to comply with the system-generated date/time suggestions rather than being able to schedule adhoc sessions as needed. 

How are other businesses managing off-queue needs for their teams while maintaining insight into critical KPIs?

I look forward to any and all suggestions! Thank you.

We have 2 teams that we only count breaks and lunches in their adherence right now because they bounce back and forth from on to off queue all day  based on their specific work. You can set up which activity codes you want to ignore for adherence in your MU configuration.

Hello Community!

We are trying to find a way to allow our sales agents to leverage segments of unplanned (unscheduled) off-queue time without negatively impacting their adherence. To my knowledge, there isn't currently a clean way to execute this without sacrificing insight/tracking in some form. Some options that we discussed and the reasons they do not meet our needs are as follows:

1) Code all agents on this team to be Off Queue at all times and configure the Off Queue code to be adherent with Available and Busy statuses. However, this would result in a complete loss of insight into adherence and therefore is not ideal.

2) Provide those agents the access necessary to add these segments to their own schedule via the Coaching Appointment Tool. However, the major limitation here is the inflexibility built into this feature - meaning that agents would be forced to comply with the system-generated date/time suggestions rather than being able to schedule adhoc sessions as needed. 

How are other businesses managing off-queue needs for their teams while maintaining insight into critical KPIs?

I look forward to any and all suggestions! Thank you.

We have 2 teams that we only count breaks and lunches in their adherence right now because they bounce back and forth from on to off queue all day  based on their specific work. You can set up which activity codes you want to ignore for adherence in your MU configuration.

Hello Community!

We are trying to find a way to allow our sales agents to leverage segments of unplanned (unscheduled) off-queue time without negatively impacting their adherence. To my knowledge, there isn't currently a clean way to execute this without sacrificing insight/tracking in some form. Some options that we discussed and the reasons they do not meet our needs are as follows:

1) Code all agents on this team to be Off Queue at all times and configure the Off Queue code to be adherent with Available and Busy statuses. However, this would result in a complete loss of insight into adherence and therefore is not ideal.

2) Provide those agents the access necessary to add these segments to their own schedule via the Coaching Appointment Tool. However, the major limitation here is the inflexibility built into this feature - meaning that agents would be forced to comply with the system-generated date/time suggestions rather than being able to schedule adhoc sessions as needed. 

How are other businesses managing off-queue needs for their teams while maintaining insight into critical KPIs?

I look forward to any and all suggestions! Thank you.