lol I agree. But I'm new to Genesys had used Totalview previously. Where should I start looking to fix this?
Original Message:
Sent: 02-28-2024 21:58
From: Robert Wakefield-Carl
Subject: Unplanned Shrinkage Zero when Consultant has Leave
Yes, for sure there is a configuration issue. I have never seen and entire contact center follow their schedules exactly to the minute each and every day.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 02-28-2024 20:20
From: Sayth Renshaw
Subject: Unplanned Shrinkage Zero when Consultant has Leave
Thank you report. Its a valuable reply. I can't access the API yet thats in work to come.
For completeness why would Genesys show unplanned shrinkage as always 0. Is this a configuration issue? If yes would you have any pointers or docs on what I would need to do?
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Sayth Renshaw
The City of Newcastle
Original Message:
Sent: 02-27-2024 23:52
From: Robert Wakefield-Carl
Subject: Unplanned Shrinkage Zero when Consultant has Leave
While those factors affect shrinkage, that is not a stat of the agent but the management unit on the whole. I think what you may be asking for is the exception report by agent in the Historical Adherence view. You can also get it from the API using the Explanations endpoint.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 02-27-2024 23:34
From: Sayth Renshaw
Subject: Unplanned Shrinkage Zero when Consultant has Leave
Hi Robert
In regard to agents, I am referencing them calling in sick, being late for breaks etc. This should reflect as Unplanned Shrinkage in Genesys, shouldn't it?
Currently the issue is that the configuration of Genesys that I have inherited reports 0 unplanned shrinkage everyday regardless of adherence or personal leave exceptions added to the roster. Wanting to understand what I need to do to have Genesys report unplanned shrinkage.
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Sayth Renshaw
The City of Newcastle
Original Message:
Sent: 02-27-2024 22:19
From: Robert Wakefield-Carl
Subject: Unplanned Shrinkage Zero when Consultant has Leave
Sayth,
Maybe I am just old school here, but how exactly does unplanned shrinkage apply to individual agents? It seems that it is the adherence of the agents as a whole reflects in the shrinkage of the contact center. I just don't see how you would even credit it to agents. Can you explain a bit further? Maybe something lost in translation between my old brain cells.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 02-21-2024 22:23
From: Sayth Renshaw
Subject: Unplanned Shrinkage Zero when Consultant has Leave
Hi
Looking to understand why Historical shrinkage does not show any unplanned Shrinkage. Would like to be able to see he unplanned shrinkage for consultants taking sick and unplanned leave. Is there a setting or specific leave type that needs to be created to reflect unplanned shrinkage?
Thanks,
#Unsure/Other
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Sayth Renshaw
The City of Newcastle
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