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GUJU

Joined Sep 06, 2024

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Last activity Nov 04, 2024

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Latest activity by GUJU

GUJU created a post,

Post Feedback - Zendesk WFM

For agents who are on Overtime, we need to plot workstreams / or activity so as not to impact adherence. But if we modify the schedule to match the adherence, it will not count anymore as overtime on the agent attendance page since it is now part of the schedule. How do we then report on the true overtime of agents or separate original scheduled time from overtime?

Posted Nov 04, 2024 · GUJU

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GUJU commented,

CommentSetting up workforce management (WFM add-on)

Hello Just want to follow up on this please? 

sample of ticket ID with one workstream assigned at one point and then no workstream at another point.

View comment · Posted Oct 28, 2024 · GUJU

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GUJU commented,

CommentReporting on workforce performance (WFM add-on)

Hello,

 

The occupancy described in the report is more of a utilization. How do we get the “true occupancy” in such a way that we only inlude the productive time and avail time. Ideally this measures % of time agents are actively engaged in interaction handling activities compared to their total time logged in. Can we create a customized formula : productive time / productive time + idle time (untracked time)

View comment · Posted Oct 28, 2024 · GUJU

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GUJU commented,

CommentScheduling your workforce (WFM add-on)

I agree on the request above. It will save a lot of time if it states which line has an error.

View comment · Posted Oct 23, 2024 · GUJU

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GUJU commented,

CommentSetting up workforce management (WFM add-on)

Hello,

 

Just want to raise why would there be tickets that are tagged under a particular workstream at one interval  and then did no workstream on some intervals.

 

example here. 

View comment · Posted Oct 18, 2024 · GUJU

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GUJU commented,

CommentScheduling your workforce (WFM add-on)

 

Hello,

 

just want to ask why the scheduled column in the forecast vs actual report is showing zero even though we have agents scheduled.

View comment · Posted Oct 18, 2024 · GUJU

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GUJU commented,

CommentTeam members and groups

Hello,

What does unified offline mean?  Is idle time counted under unified offline?  I got a report in omni channel for the duration per state and compared it to agent activity in tymeshift. In the example below, tymeshift recorded untracked activity from 18:01 to 19:00, but the omni channel report would have that broken down to lunch and unified offline.

 

Is there a separate state for true ‘idle’ time? the reason why i asked is i am trying to build an occupancy and utilization reports.

View comment · Posted Sep 10, 2024 · GUJU

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GUJU commented,

CommentReporting on workforce performance (WFM add-on)

Hello,

How do i get access to export agent activity in excel? Is this available for Inbound or talk only? I would want to get similar report that would show time spent per ticket id and per activity (untracked, coaching, meeting or other general tasks)

View comment · Posted Sep 06, 2024 · GUJU

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