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  • 1.  Conformance Question - Calculations

    Posted 01-22-2025 09:38
    No replies, thread closed.

    We are diving into Conformance for our staff. While I understand that it is taking into account how much time someone is on-queue vs what they are scheduled for, we have a question about people who work longer than their shift, but are not on-queue during the extra time.

    If we have someone that is scheduled for 8 hours work time, ending at 4:00 pm Central, but from 4:00 pm -4:37 pm Central they are logged into Genesys but off queue for those 37 non-scheduled work minutes would that negatively impact the agent's Conformance?  The reason why that would be important is for those individuals who stay late to complete work but are logged into Genesys during that time.

    I reviewed this page, but it only goes into an example for Adherence: https://help.mypurecloud.com/articles/how-genesys-cloud-calculates-adherence-and-conformance/

    Thanks for the guidance here. 


    #Workforce Management
    #Intraday,Shrinkage,Adherence
    #Reports
    #Other/Not Sure

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    Amber Krueger
    Assistant VP, Shareholder Services
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  • 2.  RE: Conformance Question - Calculations

    Posted 01-26-2025 12:53
    No replies, thread closed.

    I would look at two settings - one in the management unit for Working Outside Shift Considered Exception.  Set that to Yes.  Also, consider setting up an OT activity/status and set that as an equivalent in the Scheduled Activities to Ignore for Adherence setting.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Conformance Question - Calculations

    Posted 01-27-2025 08:48
    No replies, thread closed.

    Thank you - we do already have Working Outside Shift Considered Exception as a Yes. We don't want to have to go in an manually add in OT when someone stays late.

    If someone can just clarify for me that Conformance (not Adherence) is NOT negatively impacted if someone stays logged into Genesys after their scheduled end time -  but not in Idle. 

    Thanks!



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    Amber Krueger
    Assistant VP, Shareholder Services
    ------------------------------

    Original Message


  • 4.  RE: Conformance Question - Calculations

    Posted 01-27-2025 10:55
    No replies, thread closed.

    Hello - Conformance is the actual time on-queue against the time scheduled on-queue (has nothing to do with when it took place). So no, it's not negatively impacted. It's not impacted at all. 

    How Genesys Cloud calculates adherence and conformance - Genesys Cloud Resource Center



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    Shannon Hellner
    WFM manager
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    Original Message


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