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  • 1.  Adherence with paid and unpaid time

    Posted 03-11-2026 18:25
    No replies, thread closed.

    Hello Genesys Community, 

    Here's the situation:  Agent schedule reflects the following:  

    8:00 AM - Noon approved absence (offline phone status)

    noon - 12:30 PM - unpaid lunch (offline phone status = not adherent to schedule; phone status of meal equates to adherent to schedule)

    12:30 PM - 4:30 PM On Queue work

    How have you handled the expectation that the agent would login/go on queue at 12:30 PM with adherence?  How did you update the schedule to hold the agent harmless from not logging on and setting phone status to meal?  

    #AgentAdherence

    thank you for your suggestions!  


    #Intraday,Shrinkage,Adherence

    ------------------------------
    Sally Bowers
    na
    ------------------------------


  • 2.  RE: Adherence with paid and unpaid time

    Posted 03-23-2026 11:57
    No replies, thread closed.

    Hi @Sally Bowers,

    We too have a similar issue and have applied a vote to the following idea: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-447. 

    The idea is "Meal Code Mapping to Include Offilne Status" and is currently under PM Review. This would solve your issue I believe if this was introduced. 



    ------------------------------
    Mike Morris
    Manager - BCD
    ------------------------------



  • 3.  RE: Adherence with paid and unpaid time

    Posted 03-24-2026 15:06
    No replies, thread closed.

    Hi Mike, 

    Thanks for letting us know about the Genesys Idea WECH-I-447!  We have voted for that idea as well.  



    ------------------------------
    Sally Bowers
    na
    ------------------------------

    Original Message


  • 4.  RE: Adherence with paid and unpaid time

    Posted 03-24-2026 10:25
    No replies, thread closed.

    I think there are two possible work arounds for this:

    1) When you add the approved absence, extend it or add a second request to cover the lunch

    2) In the Management Unit, add the meal code as "ignore for adherence;" the down side of that is that in a normal situation, meal will be ignored for adherence as well. 



    ------------------------------
    Shelby Cronk
    ------------------------------



  • 5.  RE: Adherence with paid and unpaid time

    Posted 03-24-2026 15:11
    No replies, thread closed.

    Hi Shelby, 

    Thanks for your suggestions!  Our business model is that a meal activity is unpaid, and extending a paid activity through an unpaid activity equates to inaccurate paid time.  We discussed ignoring the meal activity for adherence; however, we don't like the downside of that as you mentioned meal is then ignored in a normal situation.  



    ------------------------------
    Sally Bowers
    na
    ------------------------------

    Original Message


  • 6.  RE: Adherence with paid and unpaid time

    Posted 03-24-2026 14:59
    No replies, thread closed.

    Hi Sally, we've created an Unavailable segment for "PTO Meal" which we manually change from a normal Meal segment to account for that. 



    ------------------------------
    Shannon Hellner
    WFM manager
    ------------------------------



  • 7.  RE: Adherence with paid and unpaid time

    Posted 03-24-2026 15:13
    No replies, thread closed.

    Hi Shannon, 

    Thank you for the suggestion of creating an unpaid meal activity which would be categorized as Unavailable.  Currently, this is our best option to solve the issue until the Genesys Idea WESCH-I-447 may be implemented.  

    Thanks for your suggestion.  



    ------------------------------
    Sally Bowers
    na
    ------------------------------

    Original Message


  • 8.  RE: Adherence with paid and unpaid time

    Posted 03-25-2026 10:08
    No replies, thread closed.

    We also created what we call a "Log Off Meal" activity code but we only need to use it when someone requests a partial day time off.  As long as as Full Day time off request is submitted, everything adds up fine. 



    ------------------------------
    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------



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