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  • 1.  Adherence Exception

    Posted 08-30-2024 05:06
    No replies, thread closed.

    Hello Everyone!

    Is there anyway to do an Adherence Exception for The Agents?

    Example: If an Agent is out for adherence for 5 minutes, Can I Except these Five Minutes ?


    #Unsure/Other

    ------------------------------
    Osama Issa
    Fourth Dimension Systems LLC
    ------------------------------


  • 2.  RE: Adherence Exception
    Best Answer

    Posted 09-02-2024 04:47
    No replies, thread closed.

    Hello Osama

    Thanks for your post.

    At present no, there is no way to accept an exception in GC.

    There is an Idea in the portal for this, so please vote on this:

    https://genesyscloud.ideas.aha.io/ideas/WEM-I-834

    Thanks



    ------------------------------
    Andy Boland
    Genesys - Employees
    ------------------------------



  • 3.  RE: Adherence Exception

    Posted 09-02-2024 04:56
    No replies, thread closed.

    Hi Andy

    Thanks for the answer 



    ------------------------------
    Osama Issa
    Fourth Dimension Systems LLC
    ------------------------------

    Original Message


  • 4.  RE: Adherence Exception

    Posted 09-02-2024 05:14
    No replies, thread closed.

    Hi Andy

    Thanks for the answer 



    ------------------------------
    Osama Issa
    Fourth Dimension Systems LLC
    ------------------------------

    Original Message


  • 5.  RE: Adherence Exception

    Posted 09-02-2024 05:02
    Edited by Jason Kleitz 07-21-2025 16:39
    No replies, thread closed.

    Hey Osama

    If you want all exceptions less that 5 mins to be ignored for adherence you can update the Adherence Exception Threshold, but if its a one off for that agent, you would need to add an exception to the schedule so that they are in adherence.

    There is also an idea on the Product Ideas Lab: WFM Adherence exception for agent - which maybe the solution you are looking for.  If it is I would recommend voting on the idea and adding you use case.  Also, it maybe beneficial to post this question (or future WEM questions) in the WEM community

    Edit: Andy beat me to it :D

    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 6.  RE: Adherence Exception

    Posted 09-02-2024 05:16
    No replies, thread closed.

    Hi Samuel,

    Thanks I appreciate it 



    ------------------------------
    Osama Issa
    Fourth Dimension Systems LLC
    ------------------------------

    Original Message


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