Genesys Cloud
Enhanced flexibility in activity code mapping and adherence settings

In a future release, Genesys Cloud will introduce improvements to activity code mappings and adherence tracking, allowing secondary statuses to be mapped to multiple activity codes and enabling all activity codes (not just categories), to be marked as Ignore for Adherence. These enhancements support a more realistic and manageable adherence model, helping teams balance flexibility with accountability across agent activity tracking.

Why this matters

Previously, the system only allowed limited mapping options for secondary statuses and restricted the Ignore for Adherence setting to broader categories. This update gives workforce management teams more granular control over how agent activities are mapped and evaluated for adherence. It supports operational accuracy and reduces unnecessary adherence violations.

What’s changing

• Flexible mapping – Secondary statuses can now be mapped to multiple activity codes instead of just one, allowing more precise classification of agent activities.
• Improved adherence settings – All individual activity codes (rather than only activity categories), can now be flagged as Ignore for Adherence. This ensures tasks that shouldn’t count against adherence are properly excluded from calculations.

Benefits:

• Accurate adherence tracking – Agents performing legitimate off-queue tasks are no longer incorrectly penalized.
• Simplified status management – Reduces the need to create and maintain a large number of secondary statuses, minimizing confusion for agents.
• Operational clarity – Ensures alignment between actual agent workflows and adherence expectations, helping WFM teams manage schedules more effectively.