Series: Historical adherence

This section describes current historical adherence limitations:

  • To be in adherence for Time-Off or Unavailable scheduled times, an agent’s presence must be Away, Idle, or Offline. Agents who are logged out of Genesys Cloud have a presence of Offline. Agents who log into Genesys Cloud during their Out of Office time will be viewed as being in another presence (for example, Available). This issue may inadvertently cause them to be out of adherence.
  • Queries do not return intervals that span query ranges. For example, a query for the time range of 6:00 p.m., April 2 to 8:00 p.m., April 3 fails to return whether the agent was offline from 6:20 p.m., April 1 through 1:20 p.m., April 4. If the currently selected day is Monday and the agent is still offline, the system does pick up the interval. When the agent changes the presence, the system picks up the change on the next adherence query for the time period. This mitigation strategy works for activities that span, at most, two management unit weeks.
  • Because analytics may have a backlog of events to process, the system may not be completely accurate for recently completed intervals. It will, however, correct itself over time.