Workforce Engagement Management

We've seen similar questions in 24/7 environments, especially when shifts span midnight and overlap the boundary between scheduling weeks.

Based on my experience, Genesys WFM generally associates the shift with the day and week where the shift starts, not where it ends. Because of that, it is expected that a shift beginning at 8:00 PM on Monday, August 17 will appear in the schedule for the week starting August 17 rather than the prior week, even though the schedule view includes an extra day to display overnight carryover from Sunday.

I agree with Jay's explanation that the additional Monday displayed at the end of the previous week is typically intended to show shifts extending from the prior day, not to display new shifts that start in the following scheduling week.

From an adherence perspective, I would expect the calculation to be tied to the actual scheduled activity and its assigned work plan rather than solely to what is visible in the weekly schedule view. In other words, a shift that starts on August 17 should be evaluated against the schedule for that week, even if agents or supervisors are viewing the previous week's calendar.

For validation, I would recommend:

• Reviewing an actual adherence report for an affected agent.
• Comparing the scheduled activity against the adherence intervals during the overnight portion of the shift.
• Verifying whether the issue is only visual in the schedule view or if adherence metrics are truly being impacted.
• Testing with a single agent and a known overnight shift that crosses the week boundary.

In my experience, many of these scenarios turn out to be display or scheduling-view expectations rather than a true adherence calculation problem. However, if you can demonstrate that an agent is being marked out of adherence while following the assigned schedule, I would definitely open a Genesys Cloud Care case for further investigation.

I'd be interested to know if you've already compared the schedule view with the actual adherence reporting results and whether the discrepancy is visual only or reflected in the metrics themselves.

Thank you, Cesar. I think I understand it now. Just to confirm, are you saying that the extra day displayed in the schedule view is only there to show when the agent worked for visibility purposes and does not impact the adherence percentages shown within the schedule?

I did notice that the adherence report itself appears to be calculating accurately. I appreciate the time you took to thoroughly explain the purpose of the extra day. I think what initially confused me was that I could see when the agent worked, but I couldn't see the actual scheduled time associated with it, which made it seem like it might be affecting adherence calculations. I will keep an eye on the calculations as I move forward with this build out. 

We've seen similar questions in 24/7 environments, especially when shifts span midnight and overlap the boundary between scheduling weeks.

Based on my experience, Genesys WFM generally associates the shift with the day and week where the shift starts, not where it ends. Because of that, it is expected that a shift beginning at 8:00 PM on Monday, August 17 will appear in the schedule for the week starting August 17 rather than the prior week, even though the schedule view includes an extra day to display overnight carryover from Sunday.

I agree with Jay's explanation that the additional Monday displayed at the end of the previous week is typically intended to show shifts extending from the prior day, not to display new shifts that start in the following scheduling week.

From an adherence perspective, I would expect the calculation to be tied to the actual scheduled activity and its assigned work plan rather than solely to what is visible in the weekly schedule view. In other words, a shift that starts on August 17 should be evaluated against the schedule for that week, even if agents or supervisors are viewing the previous week's calendar.

For validation, I would recommend:

• Reviewing an actual adherence report for an affected agent.
• Comparing the scheduled activity against the adherence intervals during the overnight portion of the shift.
• Verifying whether the issue is only visual in the schedule view or if adherence metrics are truly being impacted.
• Testing with a single agent and a known overnight shift that crosses the week boundary.

In my experience, many of these scenarios turn out to be display or scheduling-view expectations rather than a true adherence calculation problem. However, if you can demonstrate that an agent is being marked out of adherence while following the assigned schedule, I would definitely open a Genesys Cloud Care case for further investigation.

I'd be interested to know if you've already compared the schedule view with the actual adherence reporting results and whether the discrepancy is visual only or reflected in the metrics themselves.

Hi @Melissa Palmer, 

Yes, that is exactly how I understand it.

The additional day displayed at the end of the week is primarily a visibility feature so planners and supervisors can see overnight activities that extend beyond the normal weekly boundary. It is not intended to reassign shifts or change how adherence is calculated.

Since the adherence report is already showing the expected results, that is a good indication that Genesys is evaluating adherence against the actual scheduled activities associated with the agent's work plan, rather than solely based on what is visible in that weekly schedule view.

In other words, the fact that you can see the overnight work activity on the extra day, but not the new shift start time that belongs to the following scheduling week, should not by itself negatively impact adherence calculations. The schedule view and the adherence engine are related, but they do not necessarily use the exact same visual representation.

I think the key validation you've already performed is reviewing the adherence report and confirming that the calculations are accurate. As you continue your build-out, I would still keep an eye on a few agents with overnight shifts that cross the week boundary, but based on what you've described so far, this appears to be expected display behavior rather than an adherence issue.

Thanks for following up and sharing what you found. It's a great question and one that can definitely be confusing when building schedules for 24/7 operations.

Thank you, Cesar. I think I understand it now. Just to confirm, are you saying that the extra day displayed in the schedule view is only there to show when the agent worked for visibility purposes and does not impact the adherence percentages shown within the schedule?

I did notice that the adherence report itself appears to be calculating accurately. I appreciate the time you took to thoroughly explain the purpose of the extra day. I think what initially confused me was that I could see when the agent worked, but I couldn't see the actual scheduled time associated with it, which made it seem like it might be affecting adherence calculations. I will keep an eye on the calculations as I move forward with this build out. 

We've seen similar questions in 24/7 environments, especially when shifts span midnight and overlap the boundary between scheduling weeks.

Based on my experience, Genesys WFM generally associates the shift with the day and week where the shift starts, not where it ends. Because of that, it is expected that a shift beginning at 8:00 PM on Monday, August 17 will appear in the schedule for the week starting August 17 rather than the prior week, even though the schedule view includes an extra day to display overnight carryover from Sunday.

I agree with Jay's explanation that the additional Monday displayed at the end of the previous week is typically intended to show shifts extending from the prior day, not to display new shifts that start in the following scheduling week.

From an adherence perspective, I would expect the calculation to be tied to the actual scheduled activity and its assigned work plan rather than solely to what is visible in the weekly schedule view. In other words, a shift that starts on August 17 should be evaluated against the schedule for that week, even if agents or supervisors are viewing the previous week's calendar.

For validation, I would recommend:

• Reviewing an actual adherence report for an affected agent.
• Comparing the scheduled activity against the adherence intervals during the overnight portion of the shift.
• Verifying whether the issue is only visual in the schedule view or if adherence metrics are truly being impacted.
• Testing with a single agent and a known overnight shift that crosses the week boundary.

In my experience, many of these scenarios turn out to be display or scheduling-view expectations rather than a true adherence calculation problem. However, if you can demonstrate that an agent is being marked out of adherence while following the assigned schedule, I would definitely open a Genesys Cloud Care case for further investigation.

I'd be interested to know if you've already compared the schedule view with the actual adherence reporting results and whether the discrepancy is visual only or reflected in the metrics themselves.