Hi @Sherwin Liddell
The easiest way I can define it is
- Conformance (based on On Queue routing statuses):
- total time in Idle (agent waiting for an interaction to come in) plus Interacting (actively interacting with someone or having them placed on hold) plus Communicating routing status / total scheduled on-queue time
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Original Message:
Sent: 06-14-2024 10:15
From: Sherwin Liddell
Subject: Conformance
Hello Community
I am wondering I am trying to understand the conformance calculation under the AHT historical. If anyone here has any knowledge on how they calculate the numbers to derive at what's being displayed that would be helpful.
I am new to Gen and and and would like to connect directly with anyone that's interested to share best practices on WFM.
Thank you look forward to your reply
#WorkforceManagement
#Reports
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Sherwin Liddell
Aviso Wealth Inc.
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