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What is the best option to ignore adherence for agents when they are interacting, however they are scheduled for an activity?

  • 1.  What is the best option to ignore adherence for agents when they are interacting, however they are scheduled for an activity?

    Posted 4 days ago

    I'm interested in learning how others handle adherence when agents are scheduled for breaks or meals but remain on a call and appear as interacting. What best practices do you follow so agents are not penalized in these cases?


    #WFMConfiguration,BestPractices

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    Melinda Butler

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