Workforce Engagement Management

 View Only

Discussion Thread View
  • 1.  Switch activity without affecting adherence

    Posted 03-20-2025 10:33

    Hello, is it possible for an agent to switch to an off-queue state (such as Break) while on a call or chat, and somehow not hurt their adherence?


    #WorkforceManagement
    #Monitoring/Adherence

    ------------------------------
    Linsey Edn
    Workforce Management
    ------------------------------


  • 2.  RE: Switch activity without affecting adherence

    Posted 03-20-2025 11:54

    Only if they are schedule for that break when they change their status to break. Assume you want a delayed or pending status change, then the following idea I believe captures the platform related enhancement necessary: https://genesyscloud.ideas.aha.io/ideas/DIG-I-347



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



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources