There is no single built-in option in standard Genesys Cloud/WFM settings to "ignore code-of-busy checks only when queue waiting is interrupted by a busy code." However, you can achieve the behavior you want through configuration or light automation. Below I explain practical options and recommended steps.
Possible options
1. Adjust Activity Codes / Not Ready Reasons mapping in WFM
• In Genesys Cloud, activity codes / not ready reasons can be categorized for WFM purposes (productive vs. non-productive, counted for shrinkage, etc.). If the busy code agents select is configured in WFM as "exclude" for the check you want to ignore, the check will not fail.
• Approach: create a specific activity code/not ready reason (e.g., "Extended wrap-up after call") and mark it in WFM as a category you want excluded from the verification or metric.
• Limitation: this affects every use of that code - not only cases triggered by a queue interruption.
2. Use Adherence tolerances in WFM
• WFM allows configuring tolerances/timers (e.g., treat short Not Ready periods as acceptable). If your goal is to avoid penalizing agents in adherence for brief state changes when the queue interrupts, adjusting tolerance may solve the problem without distinguishing cause.
• Limitation: based on duration, not on the reason/cause.
3. Automation (more precise): detect the "queue interrupted by busy code" event and change state/attribute
• General flow:
1. Subscribe to Notifications (Conversations/Participants/Presence/Activity events) via the Notifications API (WebSocket).
2. Detect when an agent transitions from "in-queue" (or when a routing conversation was waiting) to a Not Ready/busy code selection (or when the conversation ends and the agent immediately marks the busy code).
3. When that condition is detected, take action: adjust the agent presence/activity via API or apply a tag/attribute that WFM recognizes as an exception - e.g., set a presence/activity that WFM does not count for the verification.
4. Optional: create an intraday adjustment in WFM (via WFM APIs) so this interval is excluded from adherence calculations.
• Advantage: very specific to the scenario (applies only when queue interruption occurs as you want).
• Work required: development/infrastructure to consume notifications and call APIs (Notifications API, Conversations APIs, Users/Presences/Activities; optionally WFM intraday APIs for adjustments).
Others ways (workarouds):
• Quick, no-code option: create a dedicated activity code and configure WFM so that this code does not count toward the check you care about (or increase tolerances). Validate impact on reporting and payroll before applying broadly.
• Precise option: implement automation using Notifications API to detect the queue interruption and either change agent activity automatically or post an intraday adjustment to WFM.
• Always test in a staging environment and validate adherence and payroll reports to avoid unintended consequences.
I hope I've been able to help in some way.
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Lilian Lira
Services and Developer Manager
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Original Message:
Sent: 03-10-2026 15:40
From: Geert Verheyen
Subject: What is the best option to ignore adherence for agents using busy codes to avoid receiving new interactions
Hi,
Is there an option to ignore adherence of busy codes while being planned on queue.
When an agent requires extra time to complete a case or escalate the case, a busy like "Extended after call work" can be chosen.
I could ignore "on queue" activity, but I want to this only when on queue is interrupted by a busy code.
Any suggestions or ideas how do that?
Thank you,
Geert
#WFMConfiguration,BestPractices
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Geert Verheyen
Senior Consultant
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