I wouldn't say that On Hold is considered being On Queue. For adherence and conformance, if the agent is on queue, we check their routing status. So, if Bob is On Queue and they are Interacting it would be considered as being in adherence for scheduled On Queue time and also in conformance regardless of the fact the interaction was on hold or not.
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Jay Langsford
VP, R&D
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Original Message:
Sent: 05-20-2024 10:14
From: Gina Palmer
Subject: Is Hold Considered "On Queue" time for Conformance Calculation
Thank for the reply @Jay Langsford. To make sure I am understanding, the Hold time is considered as being on queue as it is considered part of the ongoing interaction. Correct?
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
Original Message:
Sent: 05-17-2024 07:41
From: Jay Langsford
Subject: Is Hold Considered "On Queue" time for Conformance Calculation
Conformance = (total in conformance time / total time for scheduled activities for conformance in interval) * 100
For conformance calculation's conformance time, we will only include time in compliant on queue related routing statuses (i.e., "Idle", "Interacting", or "Communicating").
An agent will still have the Interacting routing status even if their ACD interaction is on hold.
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Jay Langsford
VP, R&D
Original Message:
Sent: 05-16-2024 15:40
From: Gina Palmer
Subject: Is Hold Considered "On Queue" time for Conformance Calculation
Hi! Does Genesys consider the time an agent places a call on hold as "On Queue" time, when it is calculating conformance? I am asking because, with availability, the HOLD time is deducted from On Queue time and negatively impact availability. I want to verify if how Genesys conformance calculation is handling Hold time.
#Reports
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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