Series: Historical adherence

How Genesys Cloud calculates adherence and conformance

Genesys Cloud calculates adherence exceptions by combining the presence/status data and the schedule data. Currently, adherence exceptions can only be viewed, not edited.

Formulas

Actual Time = actualLengthSeconds
Scheduled (Adherence) = adherenceScheduleSeconds
Exception Duration (Adherence) = adherenceExceptionDurationSeconds
Scheduled On Queue = conformanceScheduleSeconds
Work Time On Queue = conformanceActualSeconds

Adherence

Adherence is the measure of how well agents have followed your schedule and change to the scheduled activities within the agreed thresholds. This helps supervisors monitor agents are in the right activity to meet the forecast demand and service goals.

if actualLengthSeconds <= 0 OR adherenceScheduleSeconds <= 0
    return undefined

adherence = (1 - (adherenceExceptionDurationSeconds / adherenceScheduleSeconds)) * 100
if adherence > 0
    return adherence, else 0

Conformance

Conformance is the measure of time worked compared to the scheduled working time. This helps supervisors track the time an agent was available to work compared to the scheduled number of working (on queue) hours.

if actualLengthSeconds = 0
    return undefined

if conformanceActualSeconds = 0 and conformanceScheduleSeconds = 0
    return undefined

if conformanceActualSeconds = 0 and conformanceScheduleSeconds > 0
    return 0

if conformanceScheduleSeconds = 0
    return Infinity

return (conformanceActualSeconds / conformanceScheduleSeconds * 100)

Note: If actual on queue presence detected outside of scheduled time has been configured to count against adherence, then the length of that time is additionally counted in both the numerator and denominator. The length of time is counted in the numerator because working outside of shift is considered an exception.

Working outside shift considered exception example

An agent is scheduled for 60 minutes of on queue work. The agent arrives 10 minutes late to the shift and works the remaining 50 minutes of the scheduled on queue work. To make up the paid time, the agent then remains on queue for 10 additional minutes, for a total of 60 minutes.

With the Working Outside Shift Considered Exception configuration option enabled, the adherence formula is: 1 – ((10+10)/(60+10)) = 1 – .286 = 71.4% adherence
With the Working Outside Shift Considered Exception configuration option disabled, the adherence formula is: 1 – 10/60 = 1 – .167 = 82.4% adherence

If you configure scheduled activity categories as ignored for adherence calculations, those activities will not have a positive or negative impact on adherence. An agent scheduled for an ignored activity will not be in adherence or out of adherence, regardless of presence; the agent will be in an ignored adherence status.

Next Suggested Article: Historical adherence constraints