PEC-WFM/Current/Supervisor/AdherenceMdl - Revision history

Gopinath.Manickam.IX: Published

2022-08-18T06:27:33Z

Published

Mhachey: Published

2020-10-28T19:03:53Z

Published

Show changes

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:36:56Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:49:16Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:29:20Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Adherence
|TocName=Adherence
|Context=Use the '''Adherence''' view to monitor real-time agent adherence to the schedule, display the data in either a table ({{Link-SomewhereInThisManual|topic=AdhrDtlsVw|anchor=top|display text=Details View}} or pie chart ({{Link-SomewhereInThisManual|topic=AdhrGrphclVw|anchor=top|display text=Graphical View}}).
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Each Adherence view refreshes its data at the time interval that is specified in WFM Web Application object's '''Options''' tab > '''Adherence''' section > '''RefreshTime''' option. The minimum refresh interval that you can configure is one second. Genesys recommends that you set the refresh interval to the minimum acceptable time, such as 20 seconds, as a shorter refresh time will affect overall system performance.

Agent information is updated automatically when the data in Configuration Server changes.

To force a display of updated information in either view:

*Click '''Refresh'''.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Adherence in Multi-Channel Sites
|anchor=AdherenceinMulti-ChannelSites
|alignment=Vertical
|Media=
|image=
|structuredtext=WFM determines if agents are adherent by comparing their channel real-time state, plus the reason codes, with the scheduled states for that same channel during each specified time interval. If at least one scheduled state for that channel can be mapped to the channel real-time state, according to its adherence rules, the agent is considered adherent.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Head Count for Activities in Multi-Channel Sites
|anchor=HeadCountforActivitiesinMulti-ChannelSites
|alignment=Vertical
|Media=
|image=
|structuredtext=WFM calculates the agent head count for activities in this way: If the activity belongs to a channel-related schedule state group, the agent is counted for the activity only if he/she is compliant with the adherence rules for that channel. Also, if an agent is non-adherent overall, but adherent for a channel, the agent is added to the head count for the activities for that channel.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 3: / Line 3: @@
 |DisplayName=Adherence
 |TocName=Adherence
-|Context=Use the Adherence view to monitor real-time agent adherence to the schedule, display the data in either a table ({{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|display text=Details view}} or pie chart ({{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrGrphclVw|display text=Graphical view}}).
+|Context=Use the Adherence view to monitor real-time agent adherence to the schedule, display the data in either a table ({{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|display text=Details view}}) or pie chart ({{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrGrphclVw|display text=Graphical view}}).
 |ComingSoon=No
 |Platform=GenesysEngage-cloud

@@ Line 5: / Line 5: @@
 |Context=Use the '''Adherence''' view to monitor real-time agent adherence to the schedule, display the data in either a table ({{Link-SomewhereInThisManual|topic=AdhrDtlsVw|anchor=top|display text=Details View}} or pie chart ({{Link-SomewhereInThisManual|topic=AdhrGrphclVw|anchor=top|display text=Graphical View}}).
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

PEC-WFM/Current/Supervisor/AdherenceMdl - Revision history

Gopinath.Manickam.IX: Published

Mhachey: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"