Workforce Engagement Management

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  • 1.  Working Outside Shift Considered Exception Explanation

    Posted 11-03-2023 08:30

    Please excuse my ignorance but I'm having a hard time understanding what the "Working Outside Shift Considered Exception" option is for.  I was under the impression that if someone was late for 10 mins and worked past their shift for 10 mins to make up the time that for adherence purposes this option should be enabled.  But as I look at how this is calculated it seems that the better option for this scenario would be to disable this option.  I would appreciate any guidance and explanations on this option. 

    Thank you in advance,

    Melinda


    #WorkforceManagement
    #Forecasting
    #Scheduling

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    Melinda Butler
    Utilities Protection Center
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  • 2.  RE: Working Outside Shift Considered Exception Explanation

    Posted 11-04-2023 10:23

    If you allow agents to work outside their shift hours to make up time, I would think you want this disabled because you have given permission for agents to do this. 

    In our case, we do not allow agents to work hours outside of their scheduled shift in order to make up time/pay.  They are expected to work when they are scheduled and, if they work at a different time we may have to pay them for it because they worked but their SCA will be negatively impacted because they did not work the hours for which they were planned and scheduled.

    If an agent stays late due to a last minute business need for OT or due to a call lasting more than 5 min past the end of their shift, then we have to update the schedule to reflect the approved time so their SCA is accurate.  



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 3.  RE: Working Outside Shift Considered Exception Explanation

    GENESYS
    Posted 11-04-2023 10:23

    https://help.mypurecloud.com/articles/how-genesys-cloud-calculates-adherence-and-conformance/ - has more information and an example

    Downside of disabling this is you will not catch cases of an agent working a day they are not supposed to or a wildly different shift than what they are scheduled.



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    Jay Langsford
    VP, R&D
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