The working outside of shift is only concerned with On Queue activities.
https://help.genesys.cloud/articles/real-time-adherence-overview/ (mapping expandable section):
- The system considers agent in adherence when they have no scheduled activities and a status set to an activity code mapped to Unavailable or Time Off.
Presences of Away, Idle, and Offline are in adherence for periods with no scheduled activities in addition to when the out of office flag is set.
There is no Off Queue presence, the presence when an agent goes off queue I believe is Available which is in adherence for Off Queue scheduled activities, but should not be for periods where there is not scheduled Off Queue time.
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Jay Langsford
VP, R&D
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Original Message:
Sent: 01-20-2026 15:12
From: Gina Palmer
Subject: Agents forgetting to Log Out but still showing as In Adherence
Hi, all! I need your help.
We have an
I am having an issue with adherence not being negatively impacted when agents forget to log out and leave themselves in an off queue or Unavailable status past the end of their shift.
When an agent logs in when they are not scheduled, it negatively impacts their SCA, which it should. If they are on a call past the end of their shift or leave themselves in an On Queue status past the end of their shift, it negatively impacts their SCA. However, if they leave themselves in an Off Queue or Unavailable status after their shift ends, Genesys is not counting that time against their SCA. This is causing a problem because there is no penalty for agents who are not logging out other than having to do some sort of corrective action. Is this something that is addressed in the set up that I am missing?
#Intraday,Shrinkage,Adherence
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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