Genesys Cloud - Main

We have noticed that our agents are showing they are out of adherence when they are precepting or if they are training. Would this have anything to do with the actual code? 

How do we fix this? 

#WEM-Quality,WFM,Gamification,etc

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Stephanie Moore
Patient Accounts Representative, Legal Correspondent
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Hello Stephanie, 

I would say yes this definitely relates to the activity code configuration. When agents are showing out of adherence during training or other things, its because those specific activites are not properly configured to be ignored for adherence calculations. 

Individual activity codes can now be ignored for adherence. Genesys allows you to flag specific activity codes as "Ignore for adherence" this means you can target training to be excluded from adherence calculations. 

To configure this go to: Menu > Workforce Management > Workforce management configuration > management units > adherence tab > scheduled activity codes to ignore for adherence. 

Hope this helps. 

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Cameron
Online Community Manager/Moderator
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Hi Stephanie

To what Cameron has mentioned, please see below resource center articles and how the ignored for adherence works.

https://help.genesys.cloud/articles/how-genesys-cloud-calculates-adherence-and-conformance/ 

https://help.genesys.cloud/announcements/genesys-cloud-fedramp/enhanced-flexibility-in-activity-code-mapping-and-adherence-settings/

https://help.genesys.cloud/articles/activity-codes/

Regards

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Stephan Taljaard
EMBEDIT s.r.o
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