Workforce Engagement Management

Hello, I was wondering if there is a way to be able to "Ignore" certain activity codes so  they do not inpact the agetns Adherence percentage. I know I can ignore activity so it shows "nutural" but can I ignore all together. I would like to enforce Adherence for some of the agents but some of the time the agents have to go off queue to send out emails or follow up on a case and I dont want the off queue time to impact since I cannot pre schedule the off queue time. We dont know when it happenes. Hope this makes sense. 

thanks

Hi Stephanie,

Unfortunately, today we can ignore only activity code categories such as Time Off, Meeting, Off Queue, Training, etc. All custom activity codes that falls under that category will automatically be ignored as well.

There is one idea created for analyzing Genesys this feature: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-235

You can help with your vote and comment to accelerate development.

Att,

Hello, I was wondering if there is a way to be able to "Ignore" certain activity codes so  they do not inpact the agetns Adherence percentage. I know I can ignore activity so it shows "nutural" but can I ignore all together. I would like to enforce Adherence for some of the agents but some of the time the agents have to go off queue to send out emails or follow up on a case and I dont want the off queue time to impact since I cannot pre schedule the off queue time. We dont know when it happenes. Hope this makes sense. 

thanks

Thanks. Sorry for any confusion on my end. If an agent is scheduled for On queue but is really off queue doing follow up, will that go against their Adherence monthly/daily percentage if I add off queue to "ignore for adherence"? 

Just trying to understand what it's ignoring and how it affects the agent adherence percentage. We have activity codes and statuses. 

Hi Stephanie,

Unfortunately, today we can ignore only activity code categories such as Time Off, Meeting, Off Queue, Training, etc. All custom activity codes that falls under that category will automatically be ignored as well.

There is one idea created for analyzing Genesys this feature: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-235

You can help with your vote and comment to accelerate development.

Att,

Hello, I was wondering if there is a way to be able to "Ignore" certain activity codes so  they do not inpact the agetns Adherence percentage. I know I can ignore activity so it shows "nutural" but can I ignore all together. I would like to enforce Adherence for some of the agents but some of the time the agents have to go off queue to send out emails or follow up on a case and I dont want the off queue time to impact since I cannot pre schedule the off queue time. We dont know when it happenes. Hope this makes sense. 

thanks

Thanks. Sorry for any confusion on my end. If an agent is scheduled for On queue but is really off queue doing follow up, will that go against their Adherence monthly/daily percentage if I add off queue to "ignore for adherence"? 

Just trying to understand what it's ignoring and how it affects the agent adherence percentage. We have activity codes and statuses. 

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Stephanie Brady
Europ Assistance North America, Inc

Original Message:
Sent: 01-08-2024 15:41
From: Breno Canyggia Ferreira Marreco
Subject: Ignore adherence activity codes

Hi Stephanie,

Unfortunately, today we can ignore only activity code categories such as Time Off, Meeting, Off Queue, Training, etc. All custom activity codes that falls under that category will automatically be ignored as well.

There is one idea created for analyzing Genesys this feature: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-235

You can help with your vote and comment to accelerate development.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 01-05-2024 16:51
From: Stephanie Brady
Subject: Ignore adherence activity codes

Hello, I was wondering if there is a way to be able to "Ignore" certain activity codes so  they do not inpact the agetns Adherence percentage. I know I can ignore activity so it shows "nutural" but can I ignore all together. I would like to enforce Adherence for some of the agents but some of the time the agents have to go off queue to send out emails or follow up on a case and I dont want the off queue time to impact since I cannot pre schedule the off queue time. We dont know when it happenes. Hope this makes sense. 

thanks

#Workforce Management

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Stephanie Brady
Europ Assistance North America, Inc
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