Workforce Engagement Management

Our reps do side-by-sides where they take calls while a supervisor listens in and coaches. Sometimes they pull the rep off the phones to give a longer coaching. How do you recommend I configure the activity code? I don't want to hurt the rep's adherence. I see three options.

• On Queue - This will hurt their adherence if they go off queue and their AHT if they're in ACW. ACW is timeboxed to only three minutes; not enough for a supervisor to coach.
• Training - Will it hurt their adherence if they're on queue? Training is not set as a scheduled activity to ignore for adherence purposes, but Unavailable is.
• Unavailable - Will avoid hurting their adherence, but makes reporting less clean.

#Intraday,Shrinkage,Adherence
#WFMConfiguration,BestPractices

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Linsey Edn
Workforce Management
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Hi @Linsey Edn, you are correct, On Queue will negatively affect their adherence when they go off queue and if Training is not set to Ignore for Adherence then they will be out of adherence when they are On Queue.  Using Unavailable or any other category that can be set to Ignore for Adherence would work, although probably not ideal.

We are currently working on a feature enhancement to the Ignore for Adherence functionality.  Once released, you will be able to set specific activity codes to Ignore for Adherence as opposed to the entire category.  This might be a good option for this specific use case.  You could create an activity code specifically for the side by sides and set it to Ignore for Adherence.  This feature is expected to release late October.  You can follow it here: https://genesyscloud.ideas.aha.io/ideas/WFMRTM-I-26

It will be released along with the ability to map secondary statuses to multiple activity codes and is why it's under this idea.  

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Belinda Herrera
Genesys, Staff Product Manager
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Thanks, Belinda. I'm looking forward to the feature update.

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Linsey Edn
Workforce Management
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Original Message:
Sent: 08-13-2025 11:34
From: Belinda Herrera
Subject: Side by side and adherence

Hi @Linsey Edn, you are correct, On Queue will negatively affect their adherence when they go off queue and if Training is not set to Ignore for Adherence then they will be out of adherence when they are On Queue.  Using Unavailable or any other category that can be set to Ignore for Adherence would work, although probably not ideal.

We are currently working on a feature enhancement to the Ignore for Adherence functionality.  Once released, you will be able to set specific activity codes to Ignore for Adherence as opposed to the entire category.  This might be a good option for this specific use case.  You could create an activity code specifically for the side by sides and set it to Ignore for Adherence.  This feature is expected to release late October.  You can follow it here: https://genesyscloud.ideas.aha.io/ideas/WFMRTM-I-26

It will be released along with the ability to map secondary statuses to multiple activity codes and is why it's under this idea.  

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Belinda Herrera
Genesys, Staff Product Manager
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We typically code this as "training" and then go back the next day to shore up adherence for when they went on queue, and add the on queue segments. 

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Shannon Hellner
WFM manager
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