Genesys Cloud - Main

Issue : Adherence reporting in Success KPI is not as accurate as in Genesys

SKPI team response :

There might be an Activity configuration issue from Genesys Portal side.

Have you enabled the sub activities (sub task) under Activity configuration settings?

Note: In Genesys Cloud, primary presence and routing status are two distinct concepts.
We are considering Primary presence status for adherence related activity tracking and calculations.

Note : I am unable to locate the sub activities (sub task) under Activity configuration settings. Please help!

#API/Integrations

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Suraj Kumar
Manager
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Hello Suraj,

I believe you may be asking about secondary statuses. You can configure those in Organization Settings > Status Management.

https://help.mypurecloud.com/articles/add-secondary-statuses-primary-status/

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Jason Kleitz
Online Community Manager/Moderator
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