Which statistics about Agents are collected by Genesys Cloud?

Genesys Cloud collects statistics related to adherence and conformance as a key part of workforce management. Adherence refers to how closely an agent follows their scheduled activities, such as when they are supposed to be available for calls or work on assigned tasks. Conformance, on the other hand, measures whether agents meet the performance standards expected of them regarding their workflow and tasks. Collecting this data allows organizations to ensure that agents are following schedules effectively and meeting productivity metrics, which in turn can help improve overall operational efficiency and service quality.

While attendance and leaves can be important for overall workforce management, they are not as closely tied to the operational performance metrics the platform focuses on. Performance reviews and overall satisfaction scores are valuable but typically represent more subjective assessments of agent performance rather than the adherence and conformance statistics that Genesys Cloud tracks in its operational data. Thus, adherence and conformance statistics provide essential insights for managing workforce effectiveness within the Genesys Cloud environment.