Workforce Engagement Management

Hello Genesys Community,

We're interested in learning how other organizations are using the Conformance metric for agents and what standards you've established around it.

Specifically, we're curious about:

• If you have a target or acceptable conformance range (for example, 95%+, 100%+, etc.)
• How you account for scenarios where conformance can exceed 100%
• How you handle differences between real‑time (scorecard/current day) versus historical conformance reporting

Any insight into best practices, benchmarks, or lessons learned would be greatly appreciated.

Thank you!