For MS, we have the following: AHT - collecting on a virtual agent group IV - collecting on Group of Queues Abandonment - collecting on Group of Queues Service - collecting on Group of Queues For Site-Level, we have the following: AHT - group of agents IV - group of agents Abandonment ...

RE: Agent's Editing Time Off - Should it run through the balance check again?

Posted By Theresa Ludlow 12-10-2015 05:29
Found In Egroup: PureEngage On-Premises \ view thread

Hey Tom, Yes you are clear on everything. In response to 4, this was automatically approved and for 5, the vacation was granted and scheduled. For 6, yes, that is what happened. I will contact Customer Care. Thanks

RE: Paid Breaks not being reinstated when removing Time Off

Posted By Theresa Ludlow 12-10-2015 05:25
Found In Egroup: PureEngage On-Premises \ view thread

Thank you Tom! This does help.

Agent's Editing Time Off - Should it run through the balance check again?

Posted By Theresa Ludlow 11-25-2015 05:27
Found In Egroup: PureEngage On-Premises \ view thread

Some of our agents have two types of time off banks that they have balances in - vacation and parental leave. Both time off types have similar time off rules but they have separate balances for each. One of our agents was approved for vacation time, went in and edited the vacation time to parental leave ...

Single Gear Activity vs Double Gear

Posted By Theresa Ludlow 11-24-2015 03:30
Found In Egroup: PureEngage On-Premises \ view thread

We currently have all of our double gear activities set up to collect statistics for IV, AHT, Abandonment and SL in Config Utility. We have also set up some of the single gear activities to collect the same stats so that we can see how each individual site is performing on those same statistics. We have ...

Time Off Crossing Over Midnight Being Deducted Twice from Balance

Posted By Theresa Ludlow 10-13-2015 03:04
Found In Egroup: PureEngage On-Premises \ view thread

We have some shifts that start on one day and cross over midnight into the next day. We have noticed that when an agent files for vacation time that crosses over midnight, it deducts the time off from their balance twice. For example, their shift is from 7pm-4am on 10/22. They request and are approved ...

RE: Adherence Report: The report is showing agents as not adherent to their schedule during breaks and lunches regardless of whether they are sign off or in “Not Ready” (Break or Lunch as appropriate).

Posted By Theresa Ludlow 10-06-2015 04:59
Found In Egroup: PureEngage On-Premises \ view thread

Have you set up the adherence rules in the Schedule State to show that they should either be logged out or in a specific aux state?

RE: Reports scheduler is not sending reports to the selected supervisors and managers

Posted By Theresa Ludlow 10-06-2015 04:57
Found In Egroup: PureEngage On-Premises \ view thread

I have never seen an option to actually send the reports to someone. You can make the reports viewable by a user and than they would need to log in to WFM and click on Generated Reports. Any reports that you have had generated for them should be viewable there.

Paid Breaks not being reinstated when removing Time Off

Posted By Theresa Ludlow 10-06-2015 04:56
Found In Egroup: PureEngage On-Premises \ view thread

We are running into an issue where the paid breaks are not being reinserted into a schedule if we remove time off. For example, if an agent has a schedule of 8:00am-4:30pm with a break at 10:30am and we track time off from 8:00-12:00, the break is removed. However, if we remove the time off, the break ...

Time Off being approved when there is no availability

Posted By Theresa Ludlow 08-27-2015 04:21
Found In Egroup: PureEngage On-Premises \ view thread

We are currently using version 8.1.3 and have experienced a few issues when time off is being granted when all of the available time off allowances are already fulfilled. We have shifts that cross over midnight so they essentially start in one day but end in another and we have noticed that it is happening ...

RE: Agents' Time Off requests that are in the "preferred" status are being counted in the Time off Limits and should not be. How can this be corrected?

Posted By Theresa Ludlow 08-12-2015 03:47
Found In Egroup: PureEngage On-Premises \ view thread

If it is showing them as Actual Agents, that is how the system is designed. Per the documentation for WFM: Actual Agents—The actual number of agents in the selected site, team, or activity who are scheduled for time off during the selected period. If a schedule is unavailable for that day, agents with ...

RE: WFM Performance Intraday Variance Required

Posted By Theresa Ludlow 08-04-2015 02:29
Found In Egroup: PureEngage On-Premises \ view thread

If you are looking in the Performance Intra-Day module, the variance is telling you the difference between the number of agents you actually had scheduled versus your optimal staffing. The optimal staffing is calculated by the system using the actual IV, AHT and service objectives that were defined when ...

Re-Activating Termed Agents

Posted By Theresa Ludlow 05-13-2015 00:17
Found In Egroup: PureEngage On-Premises \ view thread

We are currently using version 8.1.300.47 and have noticed that when we mark an agent as terminated and update their term date, we can no longer find them in WFM if they come back to the business. We can still see them in Config Utility and uncheck the term date but we cannot find them in WFM to re-hire ...

Time Off Paid Hours Doubled in Schedule State Total Report

Posted By Theresa Ludlow 04-01-2015 23:44
Found In Egroup: PureEngage On-Premises \ view thread

We are using WFM version 8.1.3 and have noticed that when an agent is tracked for time off and we run a schedule states total report, the time off is being doubled in the report. For example, if an agent is tracked for 2 hours of vacation time on a day and we run a report, it shows that the total duration ...

RE: Recalling Time Off in 8.1.1 and Base-Line Schedules

Posted By Theresa Ludlow 03-26-2015 19:09
Found In Egroup: PureEngage On-Premises \ view thread

We are using version 8.1.300.47. Is this feature still available in that version?

Recalling Time Off in 8.1.1 and Base-Line Schedules

Posted By Theresa Ludlow 03-10-2015 02:52
Found In Egroup: PureEngage On-Premises \ view thread

In WFM verson 8.1.1, this new feature is available: Auto Publish Time Off to Master Schedule—WFM 8.1.1 automates the insertion of granted-not scheduled time-off into the schedule. The feature works for agent requests as extension of auto-granting functionality. When time-off is granted and master schedule ...

How to collect handle time for chat

Posted By Theresa Ludlow 02-18-2015 00:41
Found In Egroup: PureEngage On-Premises \ view thread

For those of you that are using chat, how are you collecting handle time in the WFM portal?

CCPulse Historical Data for # of agents logged in

Posted By Theresa Ludlow 02-13-2015 01:37
Found In Egroup: PureEngage On-Premises \ view thread

Does anyone know if there is a way to set up CCPulse to be able to see the number of agents that are staffed in a specific skill for each interval? We have some groups that do not use WFM for their schedules and so we need to be able to see how many agents were logged in to each skill per each inter ...

RE: How to utilize the 'Preferences' tab for agents?

Posted By Theresa Ludlow 02-13-2015 01:30
Found In Egroup: PureEngage On-Premises \ view thread

Thomas, Genesys has a calendar hierarchy associated with it. In the hierarchy, rotating patterns are higher than preferences so you can only do one or the other but not both. If you want to do agent preferences, you would have to unassign the staff from the rotating patterns unless you go in and ...

Profile

Ms. Theresa Ludlow

Contact Details