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Hi Nathan , So, I guarantee that I'm looking at the same activities or groups of agents. But I noticed that the breaks interfere with this value, can this be a mistake? My number of schedulated in the weekly view is greater than the number of schedulated in the scaled headcount column. ...

Hi Nathan, How are you? So, I'm not to comparing Coverage with Headcount. I'm comparing to published schedule ( I'm counting the amount schedulated weekly one by one) with Headcount that I find on the performance intraday. And then, when I do the comparative, the numbers aren't the same. ...

Someone knows what the metrics, or some place to look the information about the Headcount schedulated (agents seateds). Because when I do a comparative between the schedulated on the week schedule (in schedule:weekly) x headcount shedulated (in performance: Intraday), the numbers doesn't agree. I need ...

Hello, Thanks for the help, I set up the ETL but still the adherence data is not being collected in the WFM_ADH_AGENT_TIMESTEP, WFM_ADH_AGENT_TIMESTEP tables (I checked this through a select in the database). Do you have any idea what it might be? This table has some stats created Thank ...

Hello guys, Does anyone know where to store the historical data from the WFM adherence report in the database? We need to analyze the response time of the report, and would like to execute a direct select on the database to know if the execution time is related to the performance of our database. ...

Olá Gabriel, quando a chamada entra no SIP Server, ela já deve estar convertida. Após entrar no SIP, a chamada é roteada para o RP (No qual o gateway/PABX informarar no invite da chamada), a partir deste momento o SIP server enviara um invite para o RM atraves da DN MSML (caso esteja usando), para ...