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

Brian.Marshall.IX: Published

2022-03-11T15:31:51Z

Published

Mhachey: Published

2020-10-14T21:00:47Z

Published

Mhachey: Published

2020-10-09T12:17:11Z

Published

Mhachey: Published

2020-09-14T01:48:29Z

Published

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

2020-07-25T02:39:57Z

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

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

2020-07-15T11:48:44Z

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

Bgrenon: Published

2020-06-08T15:29:34Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Adherence Reports
|TocName=Adherence Reports
|Platform=PureEngage
|ComingSoon=No
|Context=Choose from three different reports to view adherence details and statistics at the business unit, site, team, or agent level, or on a per-channel basis.<br />
|Section={{Section
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=Adherence reports display adherence data at the business unit, site, team, or agent level. If agents in your site perform work on multiple media channels, you can run adherence reports that also contain adherence statistics per channel.

The Adherence reports are:

*{{Link-SomewhereInThisManual|topic=AgntAdhrRprt|anchor=top|display text=Agent Adherence Report}}
*{{Link-SomewhereInThisManual|topic=AdhrTtlsRprt|anchor=top|display text=Adherence Totals Report}}
*{{Link-SomewhereInThisManual|topic=AgntStsRprt|anchor=top|display text=Agent States Report}}

For a complete list of all WFM reports, see the {{Link-SomewhereInThisManual|topic=RptsLst|anchor=top|display text=Reports List}}.
|Status=No
}}{{Section
|sectionHeading=Security restrictions
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=You can view and print reports only for those sites for which you have security access. To create a report, click that report's link (above) and follow the steps.
|anchor=ReportSecurityRestrictions
|Status=No
}}{{Section
|sectionHeading=Date restrictions
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=For reports whose wizard includes a '''Date Range''' screen:

*If you select weekly or monthly granularity, the '''Start Date''' and '''End Date''' selectors may be constrained to particular days (to the week's start and end days, or to the selected month's first and last days).
*If you enter dates that do not match these constraints and click '''Next''', an error message alerts you to change your selection.
*If you select intra-day granularity, the '''End Date''' selector is disabled.
|anchor=DateRestrictions
|Status=No
}}{{Section
|sectionHeading=Historical multi-channel adherence data in reports
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=The Agent Adherence and Agent States reports contain historical multi-channel data. These WFM reports include aggregated agent state and channel state data in the same level. If there is no scheduled state to be mapped to a schedule state group that does not have a specified channel during a particular time interval, the aggregated agent state is omitted from the returned data for that interval and WFM returns only channel data. As part of the record corresponding to the aggregated status, WFM returns only schedule states that map to schedule state groups that do not have a specified channel. WFM omits the channel data when the channel does not have a real-time state and there are no schedule states to be mapped to the schedule state group for that channel.

WFM returns data with one minute granularity, which is the same granularity real-time data is stored in the database. One record represents data for a single channel or agent-aggregated level data. The record also contains the start/end date and time, and a list of schedule states. In this way, it is possible to have multiple events for the same time period. However, these events are not double counted for report totals.

For more information about the how historical multi-channel adherence data is displayed, see the section Channel Sub Reports in {{Link-SomewhereInThisManual|topic=AgntAdhrRprt|anchor=AdhChnlsSbRpt|display text=Agent Adherence Report}} and {{Link-SomewhereInThisManual|topic=AgntStsRprt|anchor=StsChnlsSbRpt|display text=Agent States Report}}.
|anchor=HistoricalMulti-ChannelAdherenceDatainReports
|Status=No
}}
}}

@@ Line 124: / Line 124: @@
 |structuredtext=To configure the report:
-#Complete steps 1 to 6 in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|anchor=Common|display text=Configuring the Agent Adherence Report}}, selecting '''Adherence Totals Report''' in the Objects pane.
+#Complete steps 1 to 6 in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|anchor=AgntAdhrRprt|display text=Adherence Reports}}, selecting '''Adherence Totals Report''' in the Objects pane.
 #Click '''Next'''.
 #In the '''Target''' section, select '''Agent''', '''Team''', or '''Site''' from the drop-down list.
@@ Line 131: / Line 131: @@
 #;You can expand business units to display their sites. If you selected '''Team''' or '''Agent''' on the '''Target''' screen, you can further expand the tree's branches. You can select across multiple sites.
 #Click '''Finish'''.
-#;The report appears in the {{Link-SomewhereInThisManual|topic=ReportingMdl|anchor=Report_Viewer_Features|display text=Report Viewer}}.
+#;The report appears in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ReportingMdl|anchor=RptVwrFts|display text=Report Viewer}}.
 The report takes one of three forms depending on the target selected. The Site, Team, and Agent reports are detailed separately below.
@@ Line 266: / Line 266: @@
 |structuredtext=To configure the report:
-#Complete steps 1 to 6 in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|anchor=Common|display text=Configuring the Agent Adherence Report}}, selecting '''Agent States Report''' in the Objects pane.
+#Complete steps 1 to 6 in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|anchor=AgntAdhrRprt|display text=Adherence Reports}}, selecting '''Agent States Report''' in the Objects pane.
 #Click '''Next'''.
 #On the '''Data''' screen, select the agent(s) that you want to include in the report.

@@ Line 48: / Line 48: @@
 |anchor=AgntAdhrRprt
 |alignment=Vertical
-|structuredtext====Configuring the report===
+|structuredtext=To configure the report:
 #On the '''Reports''' tab, select '''Adherence Reports''' from the Views menu.
@@ Line 122: / Line 122: @@
 |anchor=AdhrTtlsRprt
 |alignment=Vertical
-|structuredtext====Configuring the report===
+|structuredtext=To configure the report:
 #Complete steps 1 to 6 in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|anchor=Common|display text=Configuring the Agent Adherence Report}}, selecting '''Adherence Totals Report''' in the Objects pane.
@@ Line 264: / Line 264: @@
 |anchor=AgntStsRprt
 |alignment=Vertical
-|structuredtext====Configuring the report===
+|structuredtext=To configure the report:
 #Complete steps 1 to 6 in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|anchor=Common|display text=Configuring the Agent Adherence Report}}, selecting '''Agent States Report''' in the Objects pane.

@@ Line 35: / Line 35: @@
 |Status=No
 }}{{Section
-|sectionHeading=Configuring the reports
+|sectionHeading=Historical multi-channel adherence data in reports
-|anchor=Common
+|anchor=HistoricalMulti-ChannelAdherenceDatainReports
 |alignment=Vertical
-|structuredtext=====Configuring the Agent Adherence Report====
+|structuredtext====Configuring the report===
 #On the '''Reports''' tab, select '''Adherence Reports''' from the Views menu.
-#From the list in the Objects pane, select the report you want to configure.
+#From the list in the Objects pane, select '''Agent Adherence Report'''.
 #;The Reports Wizard's first screen, '''Header''', appears.
 #Optional: To generate a header on the report, select '''Show Header''' and type your header text into the text box.
@@ Line 62: / Line 72: @@
 {{NoteFormat|Do not use Workforce Management to print reports that you created in &quot;.csv friendly format,&quot; because the result may be truncated. To print the file correctly, open it in a program that reads the .csv format, and then print it.|2}}
-====Configuring the Adherence Totals Report====
+Here's what's in the report:
 {{{!}}
 {{!}}'''Site [header]'''
@@ Line 148: / Line 122: @@
 |anchor=AdhrTtlsRprt
 |alignment=Vertical
-|structuredtext=The report takes one of three forms depending on the target selected. The Site, Team, and Agent reports are detailed separately below.
+|structuredtext====Configuring the report===
 ===Site Adherence Totals Report===
@@ Line 279: / Line 264: @@
 |anchor=AgntStsRprt
 |alignment=Vertical
-|structuredtext=Here's what's in the report:
+|structuredtext====Configuring the report===
 {{{!}}
 {{!}}'''Site [header]'''

@@ Line 3: / Line 3: @@
 |DisplayName=Adherence Reports
 |TocName=Adherence Reports
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |ComingSoon=No
 |Context=Choose from three different reports to view adherence details and statistics at the business unit, site, team, or agent level, or on a per-channel basis.<br />

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

Brian.Marshall.IX: Published

Mhachey: Published

Mhachey: 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"