We are experiencing a glitch that deletes some agent logout times, affecting adherence. Usually, it occurs on a Saturday morning affecting some agents both Friday and into Saturday (though we're weekdays only). On 5/27, it happened Friday night; maybe a holiday weekend variation.
We manually calculated changes in April and have been/will be doing the same in May. This is occurring more frequently and it takes a long time for Genesys to fix. (Last time they fixed one problem day, it negatively impacted 2 others which remain unfixed.) No word on permanent fix either. Has anyone else experienced this? TY
#Performance Management
#WorkforceManagement------------------------------
Beth O'Laughlin
Cox Automotive Corporate Services, LLC
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