Workforce Engagement Management

Good morning,

Is there a time limit to enter an exception into an agent's schedule where it will no longer have an impact to the adherence?

#Monitoring/Adherence

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Yvonne Martinez
AVP, Contact Center
Rally Credit Union
Corpus Christi TX
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I do not believe so, but you do have to save what you entered by clicking on Publish, not sure if this helps, I hope so.

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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
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As of today, there is no limit.  You could pull up a schedule from 5 years ago, make an edit, and it would update the historical adherence for that time period.  

This is something we've thought about limiting before, as it would enable those reports to generate more quickly.  How long do you typically enter exceptions in the past?

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Joe Behymer, Director
Genesys Cloud Workforce Management Development Team
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