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Work Teams- Supervisors are unable to see work team adherence in schedules there is no (Plus +) drop down option

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  • 1.  Work Teams- Supervisors are unable to see work team adherence in schedules there is no (Plus +) drop down option

    Posted 07-26-2024 15:24
    No replies, thread closed.

    Hello All,

    Our supervisors are unable to see agents adherence using the work team sorting feature in schedules . We have confirmed that they (supervisors)  have the correct permissions to review  work teams in schedules and this does populate, However there is no ( +  ) drop down option under the agents.  We do have Supervisors who are in multiple Business Units, Could this be why? Any other thoughts?  


    #Monitoring/Adherence

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    Wendy Dodson
    Sedgwick Claims Management Services, Inc.
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  • 2.  RE: Work Teams- Supervisors are unable to see work team adherence in schedules there is no (Plus +) drop down option

    Posted 07-27-2024 07:32
    No replies, thread closed.

    Hi Wendy,

    When multiple management units are selected, the ability to view adherence in the schedule editor goes away.

    If the work team has agents who are across management units(MU), this appears to cause the issue.

    I just did some testing and when a work team had all agents in the same MU, ability to view adherence with the (+) drop down was there, but then when I added a single agent who was in a different MU, the ability to view adherence with the (+) drop down went away.



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    Brahdilleone Dermody
    Datacom Connect Pty Ltd
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  • 3.  RE: Work Teams- Supervisors are unable to see work team adherence in schedules there is no (Plus +) drop down option

    Posted 07-29-2024 10:08
    No replies, thread closed.

    Hello,

    As Brahdilleone mentioned, just one agent in a different Management Unit from the rest will break the Adherence view. This is something I've been sure to bring up with Genesys whenever I can because this is a major pain point for our organization. Also, if you decide to move agents between Management Units, be prepared for historical adherence data loss. I'd welcome more "squeaky wheels" about these seemingly bizarre decisions on the Genesys team. That said, my understanding of why these limits were put in place: Since management units can have a large number of agents, they wanted to make sure system resources wouldn't get overloaded when pulling from multiple sources. Genesys's dev team seemed to be onboard with finding ways of using the number of agents being requested as a limit instead, but I haven't heard anything about this in several months.



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    Gene Gutierrez | Workforce Coordinator
    Presbyterian Customer Service Center
    Albuquerque, NM
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