How Genesys Cloud calculates adherence and conformance

AI-generated summary

Genesys Cloud calculates adherence and conformance metrics by combining presence and status data with schedule information to measure agent compliance with scheduled activities and working hours. Adherence measures how well agents follow their assigned schedules within agreed thresholds, enabling supervisors to ensure agents perform correct activities to meet forecast demand and service goals, while conformance tracks actual time worked against scheduled working time to monitor available versus scheduled hours. The system employs specific formulas for these calculations: adherence percentage is determined as (1 - (adherenceExceptionDurationSeconds / adherenceScheduleSeconds)) × 100, and conformance is calculated as (conformanceActualSeconds / conformanceScheduleSeconds) × 100, with conformance also accounting for on-queue time worked versus scheduled on-queue time. Configuration options significantly influence metric outcomes. When "Working Outside Shift Considered Exception" is enabled, time worked outside scheduled shifts counts as an exception in both the numerator and denominator of the adherence formula, resulting in lower adherence percentages; when disabled, only late arrival time counts against adherence. Activities configured as ignored for adherence calculations do not factor positively or negatively into adherence scores, and agents scheduled for ignored activities receive an ignored adherence status, meaning they are neither in adherence nor out of adherence regardless of their presence state. Currently, adherence exceptions can only be viewed within Genesys Cloud, not edited. The adherence and conformance functionality operates as part of Genesys Cloud's broader workforce management capabilities, which include historical adherence views, management units, adherence explanation requests, and integration with ServiceNow. The platform provides role-based access for agents, administrators, developers/engineers, partners, supervisors, and support personnel to manage workforce scheduling and adherence monitoring across the system.

Series: Historical adherence

Previous suggested step: Configure historical adherence

Next suggested step: Historical adherence constraints

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.

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Formulas

Actual Time = actualLengthSeconds

Scheduled (Adherence) = adherenceScheduleSeconds

Exception Duration (Adherence) = adherenceExceptionDurationSeconds

Scheduled On Queue = conformanceScheduleSeconds

Work Time On Queue = conformanceActualSeconds

Adherence

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

Conformance

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)

Working outside shift considered exception example

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

How Genesys Cloud calculates adherence and conformance

Series: Historical adherence

Formulas

Working outside shift considered exception example

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How Genesys Cloud calculates adherence and conformance

Series: Historical adherence

Formulas

Working outside shift considered exception example

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