Configure Out of Adherence Thresholds for Non-Productive Event Types
H
Happy Finch
When configuring real-time agent thresholds it would be beneficial to be able to set out of adherence thresholds for non-productive event types in addition to productive event types.
Not having this option limits our real-time ability to manage both productive & scheduled adherence performance which has impacted Leadership buy-in on adopting scheduled adherence. Additionally, this is creating additional work for our RTA team when having to identify staff that may be having system issues or unplanned absence events during scheduled non-productive event times.