7.4 Historical Adherence Overview.md

# Historical Adherence in Genesys Cloud Historical adherence provides insights into how effectively agents adhered to their schedules in the past. By analyzing historical statistics, managers can assess agent behavior, identify patterns, and make informed decisions to improve operational efficiency...

# Historical Adherence in Genesys Cloud Historical adherence provides insights into how effectively agents adhered to their schedules in the past. By analyzing historical statistics, managers can assess agent behavior, identify patterns, and make informed decisions to improve operational efficiency. --- ## #KeyFeaturesOfHistoricalAdherence 1. **Adherence Metrics** - **Adherence**: Percentage of time agents follow their schedules. - **Conformance**: Overall compliance with scheduled shifts. - **Exceptions**: Instances where agents deviated from their schedules. - **Exception Duration**: Total time spent in exception states. - **Impact of Adherence**: Positive, neutral, or negative effects on the organization. 2. **Reporting View** - Tracks agent presence/status data against scheduled activities. - Mirrors real-time adherence but focuses on past performance. 3. **Adherence Exceptions** - Exceptions combine **presence/status data** with **schedule data**. - Exceptions are **view-only** and cannot be edited. --- ## #AdherenceCalculations ### **Scenario Example** An agent is scheduled for 60 minutes of **on queue** work but: - Arrives **10 minutes late**. - Completes **50 minutes** of the scheduled on queue work. - Works **10 additional minutes** outside the scheduled time to make up the total 60 minutes. #### **Formula with Configuration Options** **1. Working Outside Shift Considered Exception Enabled** Adherence Formula: 1−(ExceptionsScheduled Time+Outside Time)1 - \left( \frac{\text{Exceptions}}{\text{Scheduled Time} + \text{Outside Time}} \right) 1−(10+1060+10)=1−0.286=71.4%1 - \left( \frac{10 + 10}{60 + 10} \right) = 1 - 0.286 = 71.4\% **2. Working Outside Shift Considered Exception Disabled** Adherence Formula: 1−(ExceptionsScheduled Time)1 - \left( \frac{\text{Exceptions}}{\text{Scheduled Time}} \right) 1−(1060)=1−0.167=83.3%1 - \left( \frac{10}{60} \right) = 1 - 0.167 = 83.3\% --- ## #UsingHistoricalAdherence ### **How to Access Historical Adherence** 1. **Navigate to Admin > Workforce Management > Historical Adherence.** 2. Select the appropriate **Business Unit** and time period. ### **Data Available** - Detailed views of adherence metrics for each agent. - Duration and nature of adherence exceptions. - Impact analysis of adherence deviations. --- ## #BestPracticesForHistoricalAdherence 1. **Analyze Patterns** - Use adherence data to identify recurring exceptions or non-adherence trends. 2. **Adjust Schedules** - Address patterns of late arrivals or early departures by refining schedules. 3. **Leverage Insights for Training** - Provide targeted feedback or training for agents with low adherence. 4. **Optimize Configuration Options** - Decide whether to enable or disable **Working Outside Shift Considered Exception** based on operational priorities. --- ## #Conclusion Historical adherence provides a retrospective view of agent performance, enabling managers to pinpoint areas for improvement and reinforce adherence to schedules. With configurable adherence calculations and actionable insights, this feature enhances workforce planning and operational consistency.