Workforce Engagement Management

Looking at a few Business Units and I see that we have a "Scheduled" zero with an "Actual" one from closing at 5pm until we open at 8am. We are closed during these hours. On the weekend it shows zero. We can't figure out what is making this Actual Agent show. It looks like the plus one is bumping up our "actual" staffing all day as well.

I have reviewed what drives the Actual number (Interacting/Idle/Communicating) and we don't see any agents with those statuses overnight. Any suggestions on what to check?

Hi @Joseph Sutich,

It's hard to say what exactly is causing this without seeing the data.  Your best next step is to open a care/support ticket so that we can dig into it further.

Thanks,

Looking at a few Business Units and I see that we have a "Scheduled" zero with an "Actual" one from closing at 5pm until we open at 8am. We are closed during these hours. On the weekend it shows zero. We can't figure out what is making this Actual Agent show. It looks like the plus one is bumping up our "actual" staffing all day as well.

I have reviewed what drives the Actual number (Interacting/Idle/Communicating) and we don't see any agents with those statuses overnight. Any suggestions on what to check?

Looking at a few Business Units and I see that we have a "Scheduled" zero with an "Actual" one from closing at 5pm until we open at 8am. We are closed during these hours. On the weekend it shows zero. We can't figure out what is making this Actual Agent show. It looks like the plus one is bumping up our "actual" staffing all day as well.

I have reviewed what drives the Actual number (Interacting/Idle/Communicating) and we don't see any agents with those statuses overnight. Any suggestions on what to check?

When this happens it is because there is an agent that is not closing out Genesys at the end of their shift, therefore they are appearing as 'Available'. You will be able to see who in the Agent Status Reports, whomever has an inflated amount of time in Available that day is the cause of it. 

Looking at a few Business Units and I see that we have a "Scheduled" zero with an "Actual" one from closing at 5pm until we open at 8am. We are closed during these hours. On the weekend it shows zero. We can't figure out what is making this Actual Agent show. It looks like the plus one is bumping up our "actual" staffing all day as well.

I have reviewed what drives the Actual number (Interacting/Idle/Communicating) and we don't see any agents with those statuses overnight. Any suggestions on what to check?