I wanted to get input as to how other organizations report on agents' adherence/conformance who no show for their shifts in their contact center using the WFM tools in Genesys.

Our agents are expected to notify us if they are going to be tardy or are not going to be able to make it in.
For this typical scenario regular time off codes work fine here for reporting purposes.
It shows as an unplanned shrinkage activity and as far as adherence/conformance it shows nothing (no negative or positive per management unit settings).

My issue is that because the category level is set to ignore adherence for time off codes, I can't record the "no show" under a time off code and have it also impact adherence/conformance.
My organization typically cares about conformance and shrinkage calculations.

I could create an On Queue or Off Queue Code instead but those would impact Genesys's calculations as well.
For an On Queue code, the impact is to actual shrinkage in that it becomes uncategorized as part of "unavailable".
For an Off Queue code, the impact is that it isn't part of the conformance denominator.

Is my only real option here to pick what I want calculated correctly in Genesys and do the rest via extracted data?
We are extracting the data already for a monthly scorecard, but I would have preferred to be able to show agents an accurate number as the month progresses and also validate our calculation.

I wanted to get input as to how other organizations report on agents' adherence/conformance who no show for their shifts in their contact center using the WFM tools in Genesys.

Our agents are expected to notify us if they are going to be tardy or are not going to be able to make it in.
For this typical scenario regular time off codes work fine here for reporting purposes.
It shows as an unplanned shrinkage activity and as far as adherence/conformance it shows nothing (no negative or positive per management unit settings).

My issue is that because the category level is set to ignore adherence for time off codes, I can't record the "no show" under a time off code and have it also impact adherence/conformance.
My organization typically cares about conformance and shrinkage calculations.

I could create an On Queue or Off Queue Code instead but those would impact Genesys's calculations as well.
For an On Queue code, the impact is to actual shrinkage in that it becomes uncategorized as part of "unavailable".
For an Off Queue code, the impact is that it isn't part of the conformance denominator.

Is my only real option here to pick what I want calculated correctly in Genesys and do the rest via extracted data?
We are extracting the data already for a monthly scorecard, but I would have preferred to be able to show agents an accurate number as the month progresses and also validate our calculation.

We actually do categorize the NCNS in the Time Off bucket.  It is Unplanned Time Off, just like calling in sick or leaving early.  It is an attendance issues, not a SCA issue.  They are absent.  They just didn't tell us. Once we code it as NCNS, we do not want them to show as out of adherence.  We are no longer looking for them.  We know they are/were either not here.  We don't want to hit agents twice for the same offense.

I wanted to get input as to how other organizations report on agents' adherence/conformance who no show for their shifts in their contact center using the WFM tools in Genesys.

Our agents are expected to notify us if they are going to be tardy or are not going to be able to make it in.
For this typical scenario regular time off codes work fine here for reporting purposes.
It shows as an unplanned shrinkage activity and as far as adherence/conformance it shows nothing (no negative or positive per management unit settings).

My issue is that because the category level is set to ignore adherence for time off codes, I can't record the "no show" under a time off code and have it also impact adherence/conformance.
My organization typically cares about conformance and shrinkage calculations.

I could create an On Queue or Off Queue Code instead but those would impact Genesys's calculations as well.
For an On Queue code, the impact is to actual shrinkage in that it becomes uncategorized as part of "unavailable".
For an Off Queue code, the impact is that it isn't part of the conformance denominator.

Is my only real option here to pick what I want calculated correctly in Genesys and do the rest via extracted data?
We are extracting the data already for a monthly scorecard, but I would have preferred to be able to show agents an accurate number as the month progresses and also validate our calculation.

I wanted to get input as to how other organizations report on agents' adherence/conformance who no show for their shifts in their contact center using the WFM tools in Genesys.

Our agents are expected to notify us if they are going to be tardy or are not going to be able to make it in.
For this typical scenario regular time off codes work fine here for reporting purposes.
It shows as an unplanned shrinkage activity and as far as adherence/conformance it shows nothing (no negative or positive per management unit settings).

My issue is that because the category level is set to ignore adherence for time off codes, I can't record the "no show" under a time off code and have it also impact adherence/conformance.
My organization typically cares about conformance and shrinkage calculations.

I could create an On Queue or Off Queue Code instead but those would impact Genesys's calculations as well.
For an On Queue code, the impact is to actual shrinkage in that it becomes uncategorized as part of "unavailable".
For an Off Queue code, the impact is that it isn't part of the conformance denominator.

Is my only real option here to pick what I want calculated correctly in Genesys and do the rest via extracted data?
We are extracting the data already for a monthly scorecard, but I would have preferred to be able to show agents an accurate number as the month progresses and also validate our calculation.