This is a big GAP at WFM Genesys Cloud and the users need to use exceptions after in the schedule.
Original Message:
Sent: 03-25-2024 10:43
From: Gina Palmer
Subject: Adherence Exceptions
That is what we would do if the activity was something agents do. However, I have instances where a couple agents swear they planed themselves in MEAL and Genesys switched them into AVAILABLE (Off Queue) and it is impacting their adherence.
Does anyone know of Genesys' plans to enhance the whole adherence piece of this application with what the previous versions of Genesys can/could do?
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
Original Message:
Sent: 03-25-2024 10:32
From: Jacqueline Turner
Subject: Adherence Exceptions
Hi Gina,
The only solution my team had come up with is to add it to the Agents schedule for that day so it's within their adherence.
It can be cumbersome if you're doing this for a large contact center, but I don't see this program have an adherence exceptions page like PureConnect did where we could approve/deny the exceptions.
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Jacqueline Turner
Workflow Coordinator
NYCM Insurance
Original Message:
Sent: 03-22-2024 19:41
From: Gina Palmer
Subject: Adherence Exceptions
We have had a couple instances of agents stating they went into Meal and Genesys either did not register it or flipped into Off Queue. How can I excuse the adherence for that specific time?
#WorkforceManagement
#Monitoring/Adherence
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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