What types of adherence are tracked in Genesys Cloud?

The tracking of adherence in Genesys Cloud encompasses several categories that provide a comprehensive view of an agent's performance in relation to their scheduled activities. The correct response identifies these categories, which include in adherence, out of adherence, unscheduled, ignored, and unknown.

Being "in adherence" indicates that an agent is following their scheduled plan, working when they are supposed to be and performing as expected. Conversely, "out of adherence" signifies that they are not aligned with their scheduled activities, which could be due to various reasons such as taking breaks at incorrect times or failing to log in as planned.

The inclusion of "unscheduled" refers to time when agents are not scheduled to work, while "ignored" may pertain to agents who are neglecting their scheduled tasks or not responding as they should. The term "unknown" offers insight into periods where it is unclear what the agent's status is—this could occur if data is unavailable or if an agent has not properly logged their activities.

By tracking these five categories, Genesys Cloud enables organizations to monitor workforce performance effectively, ensuring that agents adhere to their schedules and are available for customer interactions as needed. This holistic approach allows for informed management decisions to improve overall efficiency and service delivery.