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  • 1.  WFM Out-of-Adherence notifications

    Posted 04-13-2018 09:37
      |   view attached
    No replies, thread closed.
    Are agents notified on their desktop if they are out of adherence?  Help screen states a message appears on their schedule view, but I have a customer that says it used to pop on their desktop like other notifications (upper right hand corner, usually blue, see attached...) but suddenly stopped a couple of months ago.  Can anyone verify if this feature is still working in their org?  Support can't seem to figure this one out.

    Thanks!!

    ------------------------------
    Bob Shappell
    Automated Voice & Data Solutions
    ------------------------------


  • 2.  RE: WFM Out-of-Adherence notifications

    Posted 04-17-2018 17:37
    No replies, thread closed.
    I have never had any issues with this and I just confirmed that it was working correctly for me.

    The normal questions would be 1) what changed in the environment and 2) is this behavior consistent across all users and all desktops which are running PureCloud.

    ------------------------------
    Don Huovinen
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: WFM Out-of-Adherence notifications

    Posted 04-18-2018 08:30
    No replies, thread closed.
    Hi Don,

    1. Nothing changed on the customer's environment as far as they could tell, unless there was a new version push from Genesys.  
    2. Yes, this is happening to every user.


    ------------------------------
    Bob Shappell
    Automated Voice & Data Solutions
    ------------------------------

    Original Message


  • 4.  RE: WFM Out-of-Adherence notifications

    Posted 04-18-2018 09:21
    No replies, thread closed.
    Hey, Bob,

    I can't tell - which client are they using? Desktop, browser (which browser), or PureCloud for Chrome?

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: WFM Out-of-Adherence notifications

    Posted 05-04-2018 10:05
    No replies, thread closed.
    Hi George!

    They are using Chrome browser.  If this is supposed to work, does anyone know the permission(s) needed to get it?  I went through everything WFM offers and view-adherence is the closest I could find - and that didn't fix it.

    ------------------------------
    Bob Shappell
    Automated Voice & Data Solutions
    ------------------------------

    Original Message


  • 6.  RE: WFM Out-of-Adherence notifications

    Posted 05-11-2018 09:31
    No replies, thread closed.
    Don and George,

    Could you please re-verify if this functionality is indeed still there?  While at CX18 I had a couple of folks say there are no alerts for out of adherence except on the schedule page.  I have no way of testing this except on the customer's org, and it isn't working there.

    Thanks!!!

    Bob

    ------------------------------
    Bob Shappell
    Automated Voice & Data Solutions
    ------------------------------

    Original Message


  • 7.  RE: WFM Out-of-Adherence notifications

    Posted 05-13-2018 06:46
    No replies, thread closed.
    Yes. The agent receives alerts when they are out of adherence via a pop-up as shown in the screen pop. I just validated this on Friday.

    I've had conversations with some others I had a request from intra-day adherence which would allow an agent to see how long they have been out of adherence during the day and this is not available in the product.

    Regards,
    Don

    ------------------------------
    Don Huovinen
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: WFM Out-of-Adherence notifications

    Posted 05-14-2018 11:40
    No replies, thread closed.
    Thanks.  Any chance you might know the permissions needed to get this to happen for a customer?

    ------------------------------
    Bob Shappell
    Automated Voice & Data Solutions
    ------------------------------

    Original Message


  • 9.  RE: WFM Out-of-Adherence notifications

    Posted 05-14-2018 11:55
    No replies, thread closed.
    Also, they aren't asking about how long they have been out of adherence, they just want to be alerted to the fact that they are out of adherence.

    Thanks again!

    ------------------------------
    Bob Shappell
    Automated Voice & Data Solutions
    ------------------------------

    Original Message


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