Workforce Engagement Management

I am currently building out the WFM platform for a 24/7 contact center and have encountered an issue with overnight shifts that span two calendar days.

I noticed that when I create work plans for agents whose shifts start on one day and end on the next, the final workday of the week does not properly carry over. I believe this is happening because the shift start time falls on what Genesys considers the first day of the following week.

For example, I have an agent scheduled to work from 8:00 PM to 7:00 AM ET, and our workweek starts on Monday. Genesys includes an extra day in the scheduling view. For the week beginning Monday, August 10, 2026, the schedule displays through Monday, August 17, 2026. However, on August 17, it does not show the agent's scheduled 8:00 PM shift start. If I view the week beginning August 17, 2026, the shift appears correctly with the 8:00 PM start time.

My concern is that the agent's adherence for the week of August 10 is being negatively impacted because, within that week's schedule, the agent does not appear to be scheduled even though they reported to work as expected. Technically, they are scheduled, but the shift is being associated with the following week.

Has anyone encountered this situation before? What is the recommended approach to ensure adherence is calculated correctly and not negatively affected for overnight shifts that cross into the next scheduling week?