Genesys Cloud - Main

If we update an agent's schedule for the previous day, will gamification metrics such as conformance and punctuality adjust accordingly? (For example, agent helped on a special project that was not on their schedule for that day. Their schedule gets updated to reflect the special project (off queue activity) the following day, will their conformance and punctuality scores adjust based on the updated schedule?)

#WEM-Quality,WFM,Gamification,etc

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Lindsey Major
N/A
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Hi Lindsey, 

Yes the points should be recalculated during the following night after you publish a schedule change as long as the change occurs within the last 6 days. Scorecard, Leaderboards, Personal bests and Insights should all be updated to reflect the changes you've made. 

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Jacou Sarrazin
Sr. Director, Development
Genesys - Employees
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