Linking new shift IDs to agents after published roster - no adherence/occupancy
When a shift is removed from the roster management page (sometimes in error), the all associated data is wiped out. From what I understand, "actuals and occupancy are tied to the shift ID, which is a unique ID generated by the application during roster generation." Once an agent's scheduled is mistakenly deleted the agent's schedule and shift ID are removed along with all the metric that were attached to it. When we add a schedule back to the agent, the new shift ID is created but does not marry the metrics already in process or recorded.
This affects the agent's adherence/occupancy, etc.
The agent daily work summary should not be wiped clean for that shift.
sharon.martin
shared this idea
Thank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly