Genesys Cloud - Main

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 ?

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

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 ?

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

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 ?

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

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Osama Issa
Fourth Dimension Systems LLC
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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

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 08-30-2024 05:05
From: Osama Issa
Subject: Adherence Exception

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
------------------------------