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  • 1.  Workforce Management Query

    Posted 12-03-2024 05:55
    No replies, thread closed.

    Is it possible for an agent to take a call if they are scheduled as being on holiday ?. According to View out of adherence notification - Genesys Cloud Resource Center you can see the schedule displays a message at the top of your schedule and the image shows the agent on queue however if they place themselves on queue can they take a call ?. If the answer is Yes then is this just a holiday scenario or a case of whichever status the agent is in ?.


    #ArchitectureandDesign
    #Reporting/Analytics

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    richard craig
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  • 2.  RE: Workforce Management Query
    Best Answer

    Posted 12-03-2024 13:57
    No replies, thread closed.

    Agents can always be overachievers, but they are rare breed indeed.

    Yes, they can go on queue even if they are scheduled to be off queue.  You can set this on to not count against their adherence: 



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Workforce Management Query

    Posted 12-04-2024 03:56
    No replies, thread closed.

    Robert,

    so it does not matter whether they are in break, training, meeting , holiday etc they can still log on and take calls if they so wished.



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    richard craig
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    Original Message


  • 4.  RE: Workforce Management Query

    Posted 12-04-2024 16:13
    No replies, thread closed.

    Correct.  The activity the agent is assigned does no dictate their ability to take calls, just their adherence.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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