How is adherence to schedule measured in Genesys Cloud WFM?

Adherence to schedule in Genesys Cloud Workforce Management (WFM) is measured by comparing actual agent activity against their scheduled shifts and tasks. This approach provides a clear and measurable way to determine whether agents are working when they are supposed to be, fulfilling their scheduled responsibilities, and engaging in the right activities during their assigned time.

This method allows managers to analyze actual logged hours, breaks, and activities completed by agents to see if they align with the predetermined schedule. If an agent is scheduled to take calls or engage in specific tasks but is found to be logged out or unresponsive during that time, adherence can be marked as lacking. This measurement is crucial for workforce optimization, ensuring that the right number of agents are available to handle customer demands when they arise, thus influencing overall service levels and operational efficiency.

Other options, while relevant to various aspects of workforce management and customer service, do not directly measure adherence to schedule. Customer satisfaction surveys, call outcome analyses, and employee feedback provide insights into the effectiveness and quality of service or agent morale but do not quantify the alignment of actual performance with scheduled responsibilities.