Apologies if this is a basic question. How do I correct the activity points calculation in Workforce agement? We’ve noticed that the points are not adding up correctly for some agents-it’s showing zero even though they’ve handled calls and completed tasks.
The system appears to be ignoring some types of interactions. For example, if an agent handles a chat, it shows activity, but the points do not reflect that. Is there a setting I’m missing, or is it a permission issue?