Series: Historical adherence
Navigate the historical adherence view
Information in the historical adherence view varies depending on the number of agents in the management until and dates requested. Due to this, retrieving data for first time could take several minutes.
The following table lists the fields and its corresponding descriptions.
|Date filter||Use the date filters to show metrics filtered by different increments of time. You can choose from day, week, month, or custom. Each filter has more options for displaying data. For example, the day filter allows you to view metrics for the entire day, or view metrics for 30-minute intervals.|
The data displayed is for the time period shown here. When applicable, use the arrows on either side of the date to move backward or forward in time by the selected increment.
The percentage of adherence for the selected period.
|Adherence bar chart||
Shows adherence percentage for the selected period. Click or point to a bar to see adherence percentages about a specific date in the selected range.
In week, month, or custom range view, when you click a bar, or shift-click multiple bars on the graph, the adherence percentage changes to the summary and exception information for the selected date or range. Click the bar again to reset the bar to the selected period.
|Agents and exceptions count||
The number of agents in the currently selected management unit, and the total number of exceptions in the selected time range. In day and week views, you can:
The Agent list displays agents in the selected management unit. Use the page controls to sort agents. Click the next to an agent’s name to expand the exception level detail list and view specific details about each exception, including:
The agent’s percentage of adherence. This figure is calculated as follows: (1 – (total exception time / (total scheduled time in interval))) * 100; range: 0-100%.
The agent’s percentage of conformance. This figure is calculated as follows: (total in conformance time / total time for scheduled activities for conformance in interval) * 100; min: 0%.
Note: If an agent works, but is not on the schedule, then appears in the Conformance column for this agent.
The agent’s total number of exceptions for the selected time period.
|Exceptions Duration column||
The agent’s total exception time for the selected time period.
|Exceptions Duration (Adherence) column||
The total time of exceptions for the period, minus the exception count, multiplied by configured minimum exception threshold (exceptionDuration – (exceptionCount * exceptionThresholdSeconds)).
|Net impact column||
Indicates whether the total impact for the selected date range is positive, negative, or neutral. For example, 10-minutes positive impact and 12-minutes negative impact equals 2-minutes negative net impact for the selected period.
The length of time the agent was scheduled for any activity category.
|Scheduled (Adherence) column||
The length of time that the agent was scheduled for any activity category. If Working Outside Shift Considered Exception is enabled, then this column includes the length of time that the agent was on queue, but not scheduled.
|Actual Time column||
The actual length of time for which Genesys Cloud contains valid data.
Click this button to open a menu and choose from the following options:
|Agent exception level grid||
Click the next to an agents name to view specific details about each exception, including:
By default, this view uses the business unit’s time zone (new regions) or the management unit’s time zone (existing regions). Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. This option is helpful for administrators who access the view from a different time zone.
This section shows a historical adherence bar chart for the selected date or date range. Click or point to a bar to see adherence percentages about a specific date in the selected range.
In week, month, or custom range view, when you click a bar, or shift-click multiple bars on the graph, the adherence percentage changes to the summary and exception information for the selected date or range. Click the bar again to reset the bar to the selected period. This example shows the graph in week view:
Use date filters to customize your view of current historical adherence metrics. You can select a single date, or a specific week, month, or custom date range.
The view displays the time period for the selected filter.
If the selected date filter includes the current interval, then Genesys Cloud refreshes the view every 30 minutes to get the most up-to-date information. If you want to update the current interval statistics, then refresh the page. If the selected date filter shows historical data (past intervals), then the view does not refresh.
Day: Shows data for a single 24-hour day.
Week: Shows data for a 7-day time period, starting with the selected management unit’s configured start day of the week.
Previous 7 days: Shows data for the previous 7 days, with today being the seventh day.
Month: Shows data for the exact month with no extra days. For example, June 1 through June 30.
|Custom range view||Date range picker: Shows data for the range of dates that you select with the date picker, with a maximum of 31 days. Click the date display to select a start date and an end date on the calendar, then click Apply.|
To view metrics for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view metrics for the previous week, click the week filter and then click the arrow on the left side of the date.
Historical adherence metric definitions include:
Agent-specific exception metric definitions include:
|Start||The start date or time of the adherence exception.|
|Duration (Adherence)||The exception duration of the adherence exception minus the configured minimum exception threshold.|
The positive, negative, neutral, or unknown impact of the adherence exception.
|Scheduled||The scheduled activity category based on the scheduled activity code.|
|Actual||The actual activity category based on status to activity mapping.|
|Status||The selected agent’s status during the exception.
Note: When the status is “On Queue,” the routing status also displays.
The selected agent’s secondary status, if the agent sets one.
|Duration||The duration of the adherence exception. By default, this column is hidden.|
Use the export feature to export historical adherence data in CSV format. Historical adherence exports data in UTC times. The exported data includes all information in the agent exception level grid.
To export the data, click Export . The data downloads in CSV format to your specified location.