I am currently evaluating the ‘Schedule Adherence’ accuracy for a client who uses a multichannel agent strategy (Voice, Email, and Chat). We are seeing a discrepancy where agents who are actively working on a long email interaction are being flagged as ‘Out of Adherence’ even though their status is set to ‘Working’. I see that WFM uses the ‘Activity Code’ for adherence tracking, but it seems to be failing to account for the concurrent work on digital channels. Is there a specific configuration in the WFM business unit to ensure that ‘Interactions’ on digital channels are correctly mapped to the adherence engine?
I have been building a custom agent desktop that integrates with the WFM API. The problem you are seeing is likely related to the ‘Secondary Presence’ mapping. In Genesys Cloud, WFM adherence is primarily based on the agent’s primary presence (e.g., Available, Busy). If the agent is working an email, their primary presence might still be ‘Available’ for voice calls, which WFM interprets as the agent being idle. You must ensure that your digital channel routing is configured to update the agent’s presence to a specific ‘Digital Work’ status that is mapped to a WFM activity code.
I have seen this adherence issue impact our reporting in the managed package. To follow up on Chl35, you should also look at the ‘Utilization’ settings for your organization. If your agents are allowed to handle multiple chats or emails simultaneously, the WFM engine needs to know which interaction takes priority for adherence tracking. We found that setting a ‘Default Workbin Activity’ in the WFM settings helped to bridge the gap for our multichannel agents.