Workforce Engagement Management

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  • 1.  Conformance

    Posted 3 days ago

    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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  • 2.  RE: Conformance

    Posted yesterday

    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


  • 3.  RE: Conformance

    GENESYS
    Posted 23 hours ago

    Resource center has a decent search function and the top few hits have information regarding conformance calculation.

    https://help.mypurecloud.com/?s=#q=conformance&f-sourcedisplayname=Genesys%20Cloud%20Resource%20Center 



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    Jay Langsford
    VP, R&D
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    Original Message


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