Genesys Cloud's historical adherence feature enables contact center managers and administrators to review how well agents adhered to their schedules by collecting and analyzing past performance statistics. The system tracks agent presence data from selected management units and compares actual agent activity against scheduled times, capturing metrics including adherence, conformance, exceptions, exception duration, and organizational impact. Historical adherence functions as a reporting view of real-time adherence data. Conformance calculations examine on-queue activity status (Idle, Interacting, or Communicating routing status) relative to scheduled on-queue time. Conformance can exceed 100% when queue-related time surpasses scheduled on-queue time. The system evaluates routing status only when agent presence is on-queue; if an agent changes presence status (such as going offline or selecting Away), the system disregards subsequent routing status to prevent crediting erroneous conformance time. However, this approach may result in agents not receiving credit for Interacting time on synchronous media types after a presence change from On Queue to Break. When the "Enable Requesting Off Queue" organization setting is active, agents who change presence while On Queue remain in that status until all active conversations conclude, after which the selected presence applies. If disabled, presence changes take effect immediately. Access requires Workforce Management > Adherence – View and Groups > Work Teams – View permissions.