Hi Raymond. It is the column "schedule minutes", once we use the time-off request with the activity as Time-off, one example is to create the activity as "vacation".
If you check in this historical adherence, will see, in the schedule minutes column, the time that the agent is scheduled.
But once the agent is in "time off" he shouldn't show the time, once that activity is no in adherence.
Otherwise, if we to associate the default Time-off activity from system, in one schedule with on-queue activity for example, this historical adherence will not calculate this "time-off" as scheduled minutes.
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David Betoni
Genesys - Employees
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Original Message:
Sent: 08-31-2022 12:47
From: Raymond Hicks
Subject: time-off historical adherence for time-off activities
Hi David - Adherence is super important, and I'm trying to understand the challenge here, but I'm not quite following along. Wouldn't column L in the table be the denominator in your adherence math? Do you want your staff to be 'In Adherence' while out-of-office?
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Raymond Hicks
Sutter Health
Original Message:
Sent: 08-30-2022 18:12
From: David Betoni
Subject: time-off historical adherence for time-off activities
Question:
Once we use the default time-off of system and retrieve the historical adherence, the value of Scheduled minutes, show as "zero",
But once we create an activity as time-off, do the time-off request process, and later retrieve the same information, the report show how many minutes the activity was scheduled.
This kind of information is important: is there one way to configure the activity to return the same that one time-off default activity ?
#Genesys Cloud CX
#Workforce Management
#ScheduleManagement
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David Betoni
Genesys - Employees
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