Genesys Cloud - Main

Greetings,

I'm seeing an issue within Genesys Cloud for October 1st where some team members' Actual Activity on the schedule is displaying as "Off Queue" even though they were actively logged in and handling calls during that time.

Because of this, their adherence percentages are being calculated incorrectly, showing as non-adherent when their activity should have been considered "On Queue." This is negatively affecting overall adherence reporting and performance accuracy.

I've reviewed the schedule configuration, adherence exception settings, and presence mappings, and everything appears to be set up correctly. It seems like Genesys may not have accurately tracked the agents' states for certain intervals that day.

Has anyone else encountered this issue or found a way to correct adherence when Actual Activity does not align with the agent's real activity? I'm attaching a screenshot that shows an example of what I'm seeing. When looking at agents Charone and Afnan, they show handling calls in the same time their 'Actual Activity' shows "Off Queue".

Any insight or suggestions would be appreciated.

There are various ways that could happen...

For example, someone can be "Off Queue" but still be placing calls outbound On Behalf of Queue, and you would see what you have in the screenshots.

I recommend taking a look at the specific interactions handled during the time period, and if it still makes no sense open a Support case to see if they can dig something out of the back end logs.

Greetings,

I'm seeing an issue within Genesys Cloud for October 1st where some team members' Actual Activity on the schedule is displaying as "Off Queue" even though they were actively logged in and handling calls during that time.

Because of this, their adherence percentages are being calculated incorrectly, showing as non-adherent when their activity should have been considered "On Queue." This is negatively affecting overall adherence reporting and performance accuracy.

I've reviewed the schedule configuration, adherence exception settings, and presence mappings, and everything appears to be set up correctly. It seems like Genesys may not have accurately tracked the agents' states for certain intervals that day.

Has anyone else encountered this issue or found a way to correct adherence when Actual Activity does not align with the agent's real activity? I'm attaching a screenshot that shows an example of what I'm seeing. When looking at agents Charone and Afnan, they show handling calls in the same time their 'Actual Activity' shows "Off Queue".

Any insight or suggestions would be appreciated.

Greetings,

I'm seeing an issue within Genesys Cloud for October 1st where some team members' Actual Activity on the schedule is displaying as "Off Queue" even though they were actively logged in and handling calls during that time.

Because of this, their adherence percentages are being calculated incorrectly, showing as non-adherent when their activity should have been considered "On Queue." This is negatively affecting overall adherence reporting and performance accuracy.

I've reviewed the schedule configuration, adherence exception settings, and presence mappings, and everything appears to be set up correctly. It seems like Genesys may not have accurately tracked the agents' states for certain intervals that day.

Has anyone else encountered this issue or found a way to correct adherence when Actual Activity does not align with the agent's real activity? I'm attaching a screenshot that shows an example of what I'm seeing. When looking at agents Charone and Afnan, they show handling calls in the same time their 'Actual Activity' shows "Off Queue".

Any insight or suggestions would be appreciated.

I had the same issue on 10/1/25, but it appears that the system has refreshed and resolved all the off-queue issues.

Greetings,

I'm seeing an issue within Genesys Cloud for October 1st where some team members' Actual Activity on the schedule is displaying as "Off Queue" even though they were actively logged in and handling calls during that time.

Because of this, their adherence percentages are being calculated incorrectly, showing as non-adherent when their activity should have been considered "On Queue." This is negatively affecting overall adherence reporting and performance accuracy.

I've reviewed the schedule configuration, adherence exception settings, and presence mappings, and everything appears to be set up correctly. It seems like Genesys may not have accurately tracked the agents' states for certain intervals that day.

Has anyone else encountered this issue or found a way to correct adherence when Actual Activity does not align with the agent's real activity? I'm attaching a screenshot that shows an example of what I'm seeing. When looking at agents Charone and Afnan, they show handling calls in the same time their 'Actual Activity' shows "Off Queue".

Any insight or suggestions would be appreciated.

I had the same issue on 10/1/25, but it appears that the system has refreshed and resolved all the off-queue issues.

Greetings,

I'm seeing an issue within Genesys Cloud for October 1st where some team members' Actual Activity on the schedule is displaying as "Off Queue" even though they were actively logged in and handling calls during that time.

Because of this, their adherence percentages are being calculated incorrectly, showing as non-adherent when their activity should have been considered "On Queue." This is negatively affecting overall adherence reporting and performance accuracy.

I've reviewed the schedule configuration, adherence exception settings, and presence mappings, and everything appears to be set up correctly. It seems like Genesys may not have accurately tracked the agents' states for certain intervals that day.

Has anyone else encountered this issue or found a way to correct adherence when Actual Activity does not align with the agent's real activity? I'm attaching a screenshot that shows an example of what I'm seeing. When looking at agents Charone and Afnan, they show handling calls in the same time their 'Actual Activity' shows "Off Queue".

Any insight or suggestions would be appreciated.