We have had a couple instances of agents stating they went into Meal and Genesys either did not register it or flipped into Off Queue.  How can I excuse the adherence for that specific time?

Hi Gina,

The only solution my team had come up with is to add it to the Agents schedule for that day so it's within their adherence. 

It can be cumbersome if you're doing this for a large contact center, but I don't see this program have an adherence exceptions page like PureConnect did where we could approve/deny the exceptions. 

We have had a couple instances of agents stating they went into Meal and Genesys either did not register it or flipped into Off Queue.  How can I excuse the adherence for that specific time?

That is what we would do if the activity was something agents do.  However, I have instances where a couple agents swear they planed themselves in MEAL and Genesys switched them into AVAILABLE (Off Queue) and it is impacting their adherence.  

Does anyone know of Genesys' plans to enhance the whole adherence piece of this application with what the previous versions of Genesys can/could do?  

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Gina Palmer
Manager, Workforce Management
Papa, Inc.

Original Message:
Sent: 03-25-2024 10:32
From: Jacqueline Turner
Subject: Adherence Exceptions

Hi Gina,

The only solution my team had come up with is to add it to the Agents schedule for that day so it's within their adherence. 

It can be cumbersome if you're doing this for a large contact center, but I don't see this program have an adherence exceptions page like PureConnect did where we could approve/deny the exceptions. 

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Jacqueline Turner
Workflow Coordinator
NYCM Insurance

Original Message:
Sent: 03-22-2024 19:41
From: Gina Palmer
Subject: Adherence Exceptions

We have had a couple instances of agents stating they went into Meal and Genesys either did not register it or flipped into Off Queue.  How can I excuse the adherence for that specific time?

#WorkforceManagement
#Monitoring/Adherence

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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We have had a couple instances of agents stating they went into Meal and Genesys either did not register it or flipped into Off Queue.  How can I excuse the adherence for that specific time?

Hi Gina, 

We are currently tracking this idea in the link that Breno shared below:  https://genesyscloud.ideas.aha.io/ideas/WEM-I-834.  The next priority for Adherence team has a similar # of votes and will be moving into development soon: https://genesyscloud.ideas.aha.io/ideas/WEM-I-331  .  Once the notification work is done we can prioritize the next highest Adherence item and WEM-I-834 is one of the highest items in terms of votes.  We are also exploring an ability to map certain statuses so they are ignored for adherence, which might be another possible solution.  We have a few similar ideas tracking that item.

In the mean time there are two ways to work around the issue.  First, as Jacqueline mentions below, you can adjust the agent schedules so they no longer appear out of adherence.  I realize this can be cumbersome but managing adherence exceptions also requires manual work.  The other option which may not help in your specific example would be to relax the Adherence Target and/or the Adherence Exception Threshold in the MU settings.  

I know this isn't the full feature you are asking for but hopefully helps.

Thank you,

Chris Johnson

We have had a couple instances of agents stating they went into Meal and Genesys either did not register it or flipped into Off Queue.  How can I excuse the adherence for that specific time?