Our WFM schedule adherence is showing 0% for part-time agents on flex shifts.
Does our newly implemented chatbot affect agent adherence? If the bot handles the interaction and transfers it to the agent late in their flex shift, does the system count that as ‘out of adherence’?
My part-time agents are furious.
They work 4-hour flexible shifts and are doing a great job answering calls, but their scorecard says they have 0% adherence. HR is threatening to withhold their bonuses. How do I fix the WFM settings so it recognizes they are actually working?
The native WFM engine in GC struggles with highly flexible, non-standard shift definitions.
Because the API payload for adherence relies strictly on comparing ‘Scheduled’ vs ‘Actual’, if the schedule object is blank or misaligned by even 5 minutes, it calculates a zero.
We completely bypass the UI for this. We stream the v2.users.{id}.routingStatus events to MuleSoft, query the agent’s scheduled hours from our external HRIS system, and recalculate the adherence manually using a custom Java service.