Hi Dana, great question and one that comes up a lot once teams start digging into WFM reporting more seriously.
We run a conformance target of 95% and treat anything between 95% and 105% as our acceptable range. The reason we include that upper buffer is exactly what you are describing. Conformance can exceed 100% when an agent works outside their scheduled hours, stays on queue after their shift ends, or logs in early, and Genesys Cloud counts that additional time in the numerator. So a conformance over 100% is not a red flag for us, it actually usually means someone went above and beyond. Where we do investigate is anything significantly over 105% consistently because that can sometimes point to schedule build issues rather than heroic agent effort.
On the real time versus historical gap you mentioned that one is worth paying close attention to. The scorecard view reflects the current day as it is still being calculated so it will almost always look different than what your historical adherence report shows once the day closes and all the data settles. We learned pretty quickly not to make coaching decisions off the real time conformance number alone and to always pull the historical view before any formal conversation with an agent.
The way Genesys calculates it is straightforward, total time in conformance divided by total scheduled activity time, but the nuance is in how you have your schedule activities and exceptions configured because that directly affects what counts toward the calculation and what does not.
Would love to hear what target range others are running, especially teams with blended agent environments where the scheduled activity mix is more complex.
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Chris Rodriguez
Contact Center System Administrator
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