Workforce Engagement Management

How do you use WEM to launch Vacations for operators? I did a test using the time off request. Create a vacation activity as Time-off and then generate the scale.
In this the case for example,   the system counts  the Time-off activity in the scheduler, as one activity that can be adherence. if the person is on vacation, he cannot "set his status " in this activity. this impacts the level of service, How do you do?

Once we check the intraday monitoring, is correctly that the agent will be in "vacation" , but looks like he is on the Activity vactions, that on end of day , will decrease the service level.
#Genesys Cloud CX

------------------------------
David Betoni
Genesys - Employees
------------------------------

Hi David, 

Genesys Cloud WFM Adherence is able to handle this case. The system can see if there is any leaving taking place and count the agent as adherent when they are offline. The only cause of non-adherence would be if the agent enters a working presence while scheduled as out ot leave. 

More information about real-time adherence is available here - https://help.mypurecloud.com/articles/real-time-adherence-overview/  and intraday monitoring is available here - https://help.mypurecloud.com/articles/intraday-monitoring-overview/

Sanjana

------------------------------
Sanjana Seetharam
Senior Product Manager
Genesys - Employees
------------------------------