Original Message:
Sent: 05-01-2024 10:48
From: Drew Dyr
Subject: Adherence Threshold
When requesting historical adherence, we always use the latest configuration for adherence settings. So, if the Adherence Exception Threshold setting is changed, any request made after that change (including requests for time periods in the past) will use the new setting for the adherence exceptions and percentage calculations.
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Drew Dyr
Manager, Development
Original Message:
Sent: 05-01-2024 10:28
From: Jay Langsford
Subject: Adherence Threshold
For Adherence Exception Threshold configuration change it is a harder question so I'll bring in @Drew Dyr to help answer.
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Jay Langsford
VP, R&D
Original Message:
Sent: 05-01-2024 09:58
From: Melissa Palmer
Subject: Adherence Threshold
Thank you for the reply Jay and I apologize for not being specific enough. The real-time Severe Adherence threshold explanation makes perfect sense. What about the historical adherence (Adherence Exception Threshold)? What I really want to know is, if as an agent, my adherence for April was 95% with the Adherence Exception Threshold set to five minutes but then on May 1st the Adherence Exception Threshold is changed to two minutes would my April adherence % potentially decrease? Or, would April's % still reflect that five minute threshold leaving me at a 95% for the month?
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Melissa Palmer
Cox Automotive Corporate Services, LLC
Original Message:
Sent: 05-01-2024 07:55
From: Jay Langsford
Subject: Adherence Threshold
When you say 'Adherence Threshold' and 'is set to five minutes by default', I am assuming you are referring to the 'Severe Adherence Threshold' configuration option which has a default of 5-minutes and my answer below is specific to that configuration item. This is very different from the 'Adherence Exception Threshold' in concept and application and that configuration option has a default of 30s. Both configuration options have hover over tooltips and both are covered in resource articles.
Severe Adherence Threshold is specific to just the real-time adherence view's severely out of adherence categorization/filtering. Because it is a real-time view, the categorization will take effect going forward. It might not be immediate for activities/adherence events that span the configuration change and may require some boundary condition (change in agent's presence, change in the scheduled activity from current to next activity). You could always close and re-open the view after the severe adherence threshold configuration change is made and committed.
From https://help.mypurecloud.com/articles/manage-a-management-unit/ :
- Click the Adherence tab and make any edits to the following areas:
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Jay Langsford
VP, R&D
Original Message:
Sent: 04-30-2024 12:30
From: Melissa Palmer
Subject: Adherence Threshold
Currently, the Genesys Adherence Threshold is set to five minutes by default. If I were to change that threshold to two minutes would it update agent adherence %'s retroactively or would the two minutes only take affect from the time I changed it ongoing?
#Reporting/Analytics
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Melissa Palmer
Cox Automotive Corporate Services, LLC
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