How does Genesys Cloud calculate adherence exceptions?

The calculation of adherence exceptions in Genesys Cloud is based on a comprehensive approach that combines presence and status data with scheduled activities. This means that Genesys Cloud evaluates not only whether an employee is present for their scheduled shift but also considers their current status (e.g., whether they are actively working, on a break, or in another state).

By analyzing this combination of data, the system can accurately identify when an agent is not adhering to their expected schedule, allowing for more precise tracking of performance and adherence incidents. This dual input helps in determining if an agent is fulfilling their responsibilities in accordance with the planned schedule, thereby enabling better workforce management and operational efficiency. This holistic view provides a clearer picture of adherence and exceptions, supporting better resource allocation and performance management in the workforce.