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I apologise in advance for the lengthy post. We are currently using Genese Engage Cloud.In Genesys WFM, we have recently found that time-off states are included in Adherence Calculations. This is not the behaviour we would like. To illustrate this, please see the below example:
One day, a consultant was scheduled for a shift that starts at 10:30 AM to 6:35 PM. Partway through the day, the consultant requested for time off, which was granted by the business at 1:50 PM.
According to the Genesys 'Adherence Totals Report', he worked a total of 8 hours 5 minutes, of which 16 minutes were non-adherent, equating to a Adherence score of 96.7%. (469 adherent mins / 485 total time scheduled = 96.7%) Genesys took into account the time that the consultant wasn't working between 1:50 PM and 6:35 PM, which is how we ended up with the total scheduled time of 8 hours and 5 minutes.
The accurate way of considering adherence is to only consider the hours that the consultant worked, which is between 10:30 AM and 1:50PM. Using the same calculation, we would have a score of 92.0% instead of 96.7% (184 adherent mins / 200 total time scheduled = 92.0%).
In summary, see the table below.
Current(10:30 am - 6:35 pm shift)
Accurate(10:30 am - 1:50 pm shift)
Total Time Scheduled
Current behaviour is undesirable, as the system is essentially saying that "the more time off you take, the better your adherence scores will be".
In the scenario above, the consultant's schedule between 1:50 PM and 6:35 PM was updated with a Scheduled State of 'Time-Off type'.
We then did a couple of tests whereby we looked at how time-off states are inputted. There are two ways our organisation currently inputs these via the Master Schedule (when you right click on a schedule), firstly by the 'Insert Full-Day Time Off…' option (Figure 1); the second by the 'Insert > Time Off…' option (Figure 2).
Figure 1: Option 1 - Full-Day Time Off
Figure 2: Option 2 - Time Off...
Both options lead to a similar screen, with only a subtle difference. For Option 1, the screen which allows you to select the Time-Off types by default selects the 'Full Day' option at the bottom of the screen (Figure 3), whereas for Option 2, it has the 'Specify Start/ End' option selected (Figure 4).
Figure 3: Option 1 - default time selection
Figure 4: Option 2 - default time selection
The interesting thing is that if you went with Option 1, the total Scheduled Hours are not inflated, and show the correct calculations for adherence. Option 2, where times need to be specified, will have total scheduled time inflated incorrectly.
Depending on which option you go with, the way it is displayed on the Master Schedule screen also has a subtle difference. Option 1 doesn't have a black border shown (Figure 5), whereas Option 2 has (Figure 6).
Figure 5: Option 1 - How it is displayed in Master Schedule
Figure 6: Option 2 - How it is displayed in Master Schedule
In conclusion, is there a way in configuration where we can discount time spent in 'Time-Off type' scheduled states from adherence calculations?
Can you help us understand more around what setting you would like us to check?
Hi Tracey,Thanks for your reply and apologies for my delayed response. We have reached out to Genesys support and was unfortunately advised that what we want to do is not an option currently in Genesys WFM. We will have to submit a Product Idea and go from there.
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