Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Ricky on June 22, 2016, 11:26:28 AM

Title: WFM Adherence report is giving wrong data
Post by: Ricky on June 22, 2016, 11:26:28 AM

Hi All,

Looking for information which can help,

User has reported that one of his agent is showing as 86% utilization in Agent adherence report which suppose to be close to 100 %.
Agent is working 9 AM to 5 PM, where he is scheduled to take 3 breaks 30-15-15=60 Minute.
Total schedule time break taken by him is 63 minutes where 58 minutes are scheduled break and 5 minutes is non-scheduled break.

But Agent adherence report for particular day is 86%. Can some one tell me that how it is being calculated ?  is there any problem with WFM which is giving wrong report ?  if yes what could be the reason for that ?

Title: Re: WFM Adherence report is giving wrong data
Post by: nonny on June 22, 2016, 11:28:12 AM

Check login/logout times.

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Title: Re: WFM Adherence report is giving wrong data
Post by: Ricky on June 22, 2016, 11:33:32 AM

He had logined in 2 minute late from schedule time at 9:02 AM and logout at 5:00 PM. so ?

Title: Re: WFM Adherence report is giving wrong data
Post by: Tambo on June 22, 2016, 01:25:41 PM

that's schedule conformance not adherence.

adherence is you need to go on your break at the exact time it is scheduled, conformance is you need to take the amount of break time but can go whenever you want