Workforce Engagement Management

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  • 1.  Negative Adherence Impacts of On Queue Time

    Posted 03-24-2026 17:17

    I have a group of agents who are routinely scheduled for off‑phone activities under the "busy" status. However, they are often late to these segments because their calls run long. While they are technically late to their off‑queue activity, they are still actively handling customer interactions-which is a positive outcome, as we want them to take care of our clients.

    The challenge is that their adherence is negatively impacted each time a long call extends into their scheduled off‑phone period. I considered configuring "on queue" to be ignored for adherence, but I'm not certain that approach is appropriate, especially since these calls can run 30 minutes or more into their off‑queue time.

    What is the best way to configure the system so that long calls do not unfairly penalize adherence for these agents?


    #WFMConfiguration,BestPractices

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    Melissa Palmer
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  • 2.  RE: Negative Adherence Impacts of On Queue Time

    Posted 03-25-2026 09:09

    If one group's schedule has more built‑in risk for out of adherence events, they shouldn't be measured against a group that doesn't even if the out‑of‑adherence time is "good work."  Adherence only answers one question: Was the agent in the right state at the scheduled time? It doesn't judge whether the work was good or bad. Because of that added variability, this group likely needs a lower adherence goal. Trying to make Genesys decide whether out‑of‑adherence time was "good" or "bad" misses the intent of adherence as that's not what adherence is meant to measure.

    Because this group is intentionally exposed to greater number of intraday scheduled events, they likely require a lower adherence target to account for that built‑in risk. Attempting to configure Genesys to determine whether an out‑of‑adherence event was "good" or "bad" work would undermine the purpose of the metric.



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    Garrett Gardner
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  • 3.  RE: Negative Adherence Impacts of On Queue Time

    Posted 03-25-2026 10:00

    @Melissa Palmer I know I am in the minority on this but what we do is, each day we look at the previous day's schedules, quickly scanning down looking for the pink out-of-adherence bar.  If we see it before the start of the off-queue activity, we expand to see the Exception Details, hover over the pink, and if it shows "Interacting" we move the start time. We have a 5 min buffer set so the lessens the amount of changes needed.  I've done this for contact centers ranging in size from 50 -  >1200.  From my experience, it is worth the effort and not as much work as you think. 



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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