Workforce Engagement Management

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Hi Brad,

I've reached out to the PM Team to see if they can help, it may take a couple of days though as the PM for that area is on leave so please bear with us.

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Thank you Tracy! Let me know if you have or need the support ticket number that we have open. It has gone through multiple depts and they have been able to replicate the issue; however, they have not provided much insight or resolution yet.

Hi Brad,

I've reached out to the PM Team to see if they can help, it may take a couple of days though as the PM for that area is on leave so please bear with us.

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

If you can share the ticket number, that would be great.

Thank you Tracy! Let me know if you have or need the support ticket number that we have open. It has gone through multiple depts and they have been able to replicate the issue; however, they have not provided much insight or resolution yet.

Hi Brad,

I've reached out to the PM Team to see if they can help, it may take a couple of days though as the PM for that area is on leave so please bear with us.

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Perhaps the culprit: there is an issue with the backend not clearing the out of office flag when users, instead of toggling off out of office, let the out of office period expire. This is upstream from WFM. The workaround is for agents to toggle out of office on then off and to toggle off versus let the time expire.

There is an active escalated case where engineers for the specific non-WFM backend are engaged.

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Yes, what you describe appears to be what's happening. It's just strange that we had never noticed this behavior and real-time adherence mis-match until a few weeks ago and have been on Cloud for almost 2 years.

Perhaps the culprit: there is an issue with the backend not clearing the out of office flag when users, instead of toggling off out of office, let the out of office period expire. This is upstream from WFM. The workaround is for agents to toggle out of office on then off and to toggle off versus let the time expire.

There is an active escalated case where engineers for the specific non-WFM backend are engaged.

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Does anyone happen to get the updates from Genesys on this topic. Looks like the issue still exist and we have couple of business team reports the real time adherence issues with Genesys cloud and Calabrio as well.  Please advise.

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Hi Everyone, Does anyone have any updates or solutions on this topic? The issue still persists and happens very intermittently, and the customers are not happy with the repeated outcomes.

Does anyone happen to get the updates from Genesys on this topic. Looks like the issue still exist and we have couple of business team reports the real time adherence issues with Genesys cloud and Calabrio as well.  Please advise.

Has anyone witnessed this behavior recently where Real-Time Adherence is not changing statuses but the historical adherence is correct, the real time Queue Agent status is correct (On Queue), the Queue Activity Agent Status is correct (interacting), the agent statues are all correct (On Queue). We have several of these occurring daily. 

We do have support ticket open but aren't making much progress in a timely fashion. 

#Workforce Management
#Intraday,Shrinkage,Adherence
#Other/Not Sure

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------