Workforce Engagement Management

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.

Hi Raphael,

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

Thanks,