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  • 1.  Why Is an Agent Still Showing as Severely Out of Adherence After Their Shift Ends?

    Posted 20 days ago

    Hi everyone,

    I came across an interesting WFM scenario and wanted to hear how others handle it.

    Suppose an agent's scheduled shift has already ended, but the agent is still being reported as Severely Out of Adherence.

    Have you experienced this behavior? If so, what configuration or best practice resolved it in your environment?

    I'd love to hear your thoughts and experiences.


    #WFMConfiguration,BestPractices

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    Raphael Poliesi
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  • 2.  RE: Why Is an Agent Still Showing as Severely Out of Adherence After Their Shift Ends?

    Posted 20 days ago

    Hi Raphael,

    I guess your agent is still "On Queue", shift has ended and you have set this MU Option:

    Thanks,



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    Robert Tonyka
    Sr. Principal PS Consultant
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  • 3.  RE: Why Is an Agent Still Showing as Severely Out of Adherence After Their Shift Ends?
    Best Answer

    Posted 19 days ago
    Hello, Rafael,
     
    In this case, you can include an "unavailable" category to be excluded from adherence calculations; this way, when the agent is offline, they won't appear as being significantly out of adherence.


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    Lilian Masselli
    -
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  • 4.  RE: Why Is an Agent Still Showing as Severely Out of Adherence After Their Shift Ends?

    Posted 19 days ago

    Hi Lilian

    I appreciate your help!



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    Raphael Poliesi
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    Original Message


  • 5.  RE: Why Is an Agent Still Showing as Severely Out of Adherence After Their Shift Ends?

    Posted 18 days ago

    Hi Raphael,

    I've seen similar situations when the agent remains On Queue or in a status that is still mapped to adherence after the scheduled shift has ended.

    In addition to Lilian's recommendation of excluding specific unavailable categories from adherence calculations, I would also review:

    • The adherence status mappings configured in WFM.
    • Whether the agent's post-shift states are being interpreted as adherence-relevant activities.
    • Any management unit settings related to handling agents who remain logged in after their scheduled shift.

    From an operational perspective, many organizations establish a process where agents move to an unavailable/offline status at the end of the shift, especially if they remain logged into the platform for administrative tasks. This helps prevent unnecessary severe out-of-adherence events and provides more accurate adherence reporting.

    Another useful verification is reviewing the agent's adherence detail timeline for that day to identify exactly which status triggered the violation after the shift ended.

    Regards,



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
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