Workforce Engagement Management

Why are the points not adding up correctly? If you add up the individual activity points it should be 18 but they are only getting 15 out of the 20 max points.

Hi Lindsay,

Yes, I agree. We will investigate. I may follow-up with you if we have any clarifying questions.

Thank you.

Lindsay,

We've been looking into this and it's not obvious why this is happening.

Could you please post the real schedule of this agent for that day as seen through WFM, so that we can compare that to the one translated to Punctuality points you already posted?

Thank you!

Eduard,

Here is the schedule for the day. 

Thanks,

Lindsay 

Hi Lindsay,

Unfortunately, it's not obvious what's causing the issue that you're seeing.

To help us with our investigation, please open a Servops case with our customer care team - that will allow us direct access to API responses and your configuration, which should help us get to the bottom of this.

Thank you.