Workforce Engagement Management

Hello, our organization is new to Genesys.  Our live date was Dec 13th.  

In our previous system, Calabrio, we were able to designate a status as neutral for impact to adherence without adding an exception.  Does Genesys allow configuration of statuses and impact to adherence?

#Monitoring/Adherence

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Yvonne Martinez
AVP, Contact Center
Rally Credit Union
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Hello @Yvonne Martinez,

Genesys does not have the ability to set any statuses to not impact adherence.  We do, however, allow you to set an Activity Code category to "Scheduled Activities to Ignore for Adherence".  This setting can be found in the MU configuration in the Adherence tab.  We are currently working on allowing users to set a specific Activity Code and not just the category to "Ignore for Adherence".  This is expected to be delivered later this year.  

I know this isn't exactly what you are looking for but I hope it helps. 

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Belinda Herrera
Genesys, Staff Product Manager
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