Workforce Engagement Management

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  • 1.  expiration

    Posted 02-04-2025 10:07

    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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  • 2.  RE: expiration

    Posted 02-05-2025 08:11

    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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    Original Message


  • 3.  RE: expiration

    Posted 02-05-2025 08:25

    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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    Original Message


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