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  • 1.  Changes to Default Adherence settings (7/27)

    Posted 7 days ago

    Upon logging in this morning, we have noticed that there are now secondary statuses applied to default activity codes. 

    This change is impacting out adherence and activity codes we schedule for our agents. 

    Is there any documentation of this change? Was this an intended feature or is this a bug? 

    Just looking to shine light on this as a potential issue and get documentation on the feature/bug so we can easily update our end to accommodate. 


    #Intraday,Shrinkage,Adherence

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    John Vanvalkenburg
    Delta Dental of Michigan
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  • 2.  RE: Changes to Default Adherence settings (7/27)

    Posted 7 days ago
    Hi,
     
    I found a release note that may be related to what you're seeing:
     
    https://help.genesys.cloud/release-notes/genesys-cloud/october-20-2025/
     
    The October 20, 2025 release introduced enhancements to activity code mapping and adherence settings, including support for Primary Status and Secondary Status mappings for activity codes.
     
    Since you mentioned that this is impacting your adherence calculations and scheduled activity codes, I'd recommend reviewing a few things:
     
    Compare your current Activity Code mappings with what was configured before the update.
    Verify whether any default activity codes now have a Secondary Status assigned and whether those mappings align with your operational requirements.
    Review the Ignore for Adherence setting for the affected activity codes, as this can now be configured at the individual activity code level.
    If possible, create or use a test activity code and validate how different Primary and Secondary Status combinations are reflected in Real-Time Adherence and the Schedule Editor before making changes in production.
     
    Based on your description, this release may explain why you're now seeing secondary statuses on the default activity codes. However, if the behavior you're experiencing doesn't align with the documented enhancement or is producing unexpected adherence results, it may be worth opening a Customer Care case for further investigation.
     
    I'd also be interested to know:
     
    Which default activity codes were affected?
    Is the impact only that secondary statuses are now displayed, or have the adherence calculations themselves changed?
     
    That additional information could help determine whether this is simply the expected behavior after the enhancement or something else.


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    Raphael Poliesi
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  • 3.  RE: Changes to Default Adherence settings (7/27)

    Posted 6 days ago
    Edited by Jay Langsford 6 days ago

    Might want to check the audit log to see if one of the people with permissions to edit activity codes made edits recently. We wouldn't automatically add secondary status to configurations as part of any release.



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    Jay Langsford
    VP, R&D
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  • 4.  RE: Changes to Default Adherence settings (7/27)

    Posted 3 days ago

    Yeah, I have looked through the audit logs. Nothing there. 

    What we are seeing is, when we create a secondary status, it is now placed under the default of the primary activity code. Then removed from the default if it is assigned to another Activity code. 

    This was not happening last week for us. Prior the default codes did not list any secondary statuses and only listed the primary. (Example: Off-Queue read Available/Busy; and now reads Available/Busy, and lists all unassigned busy secondary codes) 



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    John Vanvalkenburg
    Delta Dental of Michigan
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    Original Message


  • 5.  RE: Changes to Default Adherence settings (7/27)

    Posted 3 days ago

    Default activity codes have always shown main status and any secondary statuses. If you suddenly notice this, then the issue is someone in your org may have recently created secondary statuses for those main statuses.

    Non-default activity codes allow you to specify a more specific secondary status for adherence purposes. This is not the same as the listing of secondary statuses for default activity codes.

    What you describe sounds like things are working as intended...related secondary statuses noted under default activity code unless/until you are more specific (e.g., configuring a specific Busy secondary status to a non-default Off Queue activity code).

    If nothing is obvious then I would suggest opening a support ticket.



    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


  • 6.  RE: Changes to Default Adherence settings (7/27)

    Posted 3 days ago

    Hi John, 

    I'm sorry to hear that!

    I checked the documentation, and I didn't see anything that should impact your operation like this. As Raphael mentioned above, I only saw the October update as well, which shouldn't be affecting you right now.

    Since this is impacting your metrics, and we all know how critical that is, given how many operational decisions rely on them, I recommend opening a ticket with Genesys to figure out what happened in your specific case.

    I took a look on our end and haven't seen any of our clients reaching out about similar behavior, which is why contacting Genesys Support is definitely the best way to go here.

    I hope you can get this sorted out soon and get your metrics back on track!



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    Camila Meneghini
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