Penalising agents on adherence if they logon early

Hi,

I have been asked by my Contact Centre Manager to investigate why our WFM software is penalising the agents on adherence if they logon early (which is to our advantage). Is there anything I can do to make sure they are not penalised?

Hey NickyS

If your system is anything like ours there are two states that agents are in, they are either active or inactive.

On our system we use a particular aux or work code that the agents use when they sign in that allows them to be logged into the phone but not taking calls that is an inactive state.

This effetivly means that as far as the adherence is concerned they are scheduled to be inactive and they are. That way they can be logged in whatever time they like as long as they are in Sign In aux/work code.

If you mean starting early then surely their roster would need to be amended to reflect their start time so their adherence is not impacteded.

Hope that helps.