I've had a similar scenario but instead of Unavailable this mysterious time gets added to actual Shrinkage of meal time. Again like you said it pops up randomly so I am also not able to track it either. I've also raised a ticket with the support team after seeing that it was not possible for you to find a solution yourself. For the "Special project" 1hr, does it show up in "Off Queue" actual shrinkage for you? Asking cuz I've a similar scenario in my case as well. It's throwing off my actual shrinkage numbers so wanted to know if it's a similar thing with you. I suspect like in my case it might be considering unavailable hours outside the shift as well. Quick test for me was [Actual on Q time] + [Actual Shrinkage] > [Scheduled on Q time] +[Scheduled shrinkage]. Hope that helps!
Original Message:
Sent: 11-28-2023 08:55
From: Aaron Buckley
Subject: Shrinkage Discrepancies
Hi Jay,
We would appreciate your help in getting this escalated and hopefully fixed. All of the agents in the work team are scheduled in WFM. Our ticket number is 0003353646 for reference.
------------------------------
Aaron Buckley
Breezeline
------------------------------
Original Message:
Sent: 11-28-2023 07:44
From: Jay Langsford
Subject: Shrinkage Discrepancies
Hi Aaron,
Since presences of Away, Idle, and Offline map to Unavailable perhaps there are agents not scheduled that are in these presences and helping drive up Unavailable actuals.
We won't be able to do proper troubleshooting here though - e.g., pulling information. I would recommend pursuing an escalation of the Care ticket if you have not already done so. You can send me the existing Care ticket # and while I do not have access to Care tickets I can see if I can help with the escalation request.
https://help.mypurecloud.com/articles/contact-genesys-cloud-care/ (also has a link to https://support.genesys.com/-How-To-/Genesys-Care/2524523341/Case-Escalation-Management-Process.htm)
------------------------------
Jay Langsford
VP, R&D
Original Message:
Sent: 11-27-2023 16:15
From: Aaron Buckley
Subject: Shrinkage Discrepancies
Our ticket with care is still open.
And the agents shown above are all the agents in that work team. The work team is what is selected to view shrinkage data, not the Management Unit.
I am not sure what other information I can provide, and I am not sure how I can make this more clear. The shrinkage report for that work team is showing 3 hours, 39 minutes, and 50 seconds of unavailable time. When sorting through all of the agents in the work team for that day we are finding only approximately 25 minutes of unavailable time. Our issue lies entirely with the actual shrinkage column, not the scheduled shrinkage. And it deals with the discrepancy being so large. If this was a matter of minutes we could argue it was a rounding error but this is a matter of hours.
------------------------------
Aaron Buckley
Breezeline
Original Message:
Sent: 11-27-2023 00:09
From: Vikas Srivastava
Subject: Shrinkage Discrepancies
Shrinkage calculation is considering all the agents within the Management Units/Team. Please check the number of agents configured in the Management Unit and the schedule page you are comparing are the same.
In order to look into the issue we need more information. I would recommend reaching out to Care again to open a support ticket.
------------------------------
Vikas Srivastava
Genesys - Employees
Original Message:
Sent: 11-24-2023 09:51
From: Aaron Buckley
Subject: Shrinkage Discrepancies
Hello,
I replied to the other user with the following:
There are 3 activity codes in the unavailable Category. These codes are considered adherence exempt due to how they are used in the organization. We have IT Issues which is to cover when an agent is experiencing technical issues. These situations can vary with what status the agent is in or if they are even logged in. We have Special Project which is used for agents on special, short term, project that involve frequent status changes. Usually this is for new hire training, but other cases are up to supervisor discretion. The third code is the default Unavailable code and is not used.
You can see here that there were no IT issues that day. There was 1 hour of special project scheduled for agent 12 in which they were off queue for that time.
Our issue is not with the scheduled column though, it is with the actual column not showing accurately. We have 25 minutes of accounted for unavailable time. Not 3 hours and 30 minutes. Even if we counted that hour (which we do not, because that should contribute to an hour of Off Queue time in the actual column) we are still 2 hours shy.
Further, as stated in my original post we have reached out to care who has not helped us or made any progress on the issue after 3 months of troubleshooting. They have repeatedly told us it is working as intended even though we have provided multiple examples of the unavailable time being wrong in the actual shrinkage column. My purpose of this post was to see if there were other users having similar issues.
------------------------------
Aaron Buckley
Breezeline
Original Message:
Sent: 11-24-2023 02:50
From: Vikas Srivastava
Subject: Shrinkage Discrepancies
I would also recommend reaching out to care, as we are not able to debug issues with customer data in the forums.
Thanks
------------------------------
Vikas Srivastava
Genesys - Employees
Original Message:
Sent: 11-23-2023 09:02
From: Vikas Srivastava
Subject: Shrinkage Discrepancies
Schedule Shrinkage for "Unavailable" is also showing 1 hour. Please check the activity codes configured to the "Unavailable" activity category. And also if you can check if there is any sub-category available under the "Unavailable"