Real-time adherence view

AI-generated summary

Genesys Cloud's real-time adherence view provides supervisors with comprehensive monitoring capabilities to track agent activity and schedule compliance by displaying current agent status, presence, and actual activity compared against published schedules. The interface presents four primary charts—Adherence (agent compliance status), Impact (performance effect of out-of-adherence agents), Scheduled Activities (current schedule activities with agent counts), and Actual Activities (current agent activities with distribution percentages)—along with individual agent adherence details accessible through search, filter, and sort functionality for targeted monitoring. Agents must be assigned to a management unit and included in a published schedule to appear in the view, with schedule updates potentially requiring several minutes to display. Access is controlled through role-based permissions: non-conditional Groups > Work team permissions allow selection of business units, management units, or any work team, while conditional permissions restrict selection to assigned work teams only. The view is accessible via Menu > Performance Management > Real-Time Adherence or Menu > Analytics > Analytics Workspace. For on-queue adherence compliance, agents must maintain On Queue presence or specific routing statuses (Idle, Interacting, or Communicating), with the last routing status determining perceived status in concurrent interaction scenarios. Users can navigate to the work teams list and select specific work teams to monitor adherence metrics through the Business Unit / Work Teams control located in the upper right corner of the adherence interface. The platform supports multiple user roles including agents, administrators, developers/engineers, partners, supervisors, and support personnel, each with associated permissions management for workforce management functions. Related documentation covers historical adherence , out-of-adherence notifications, real-time adherence , and workforce management permissions configuration, with additional features encompassing real-time agent, queue, user presence, employee engagement, and operational console metrics

Series: Real-time adherence

Previous suggested step: Real-time adherence overview

Next suggested step: Navigate the real-time adherence view

PrerequisitesClick to expand

If your Groups > Work team permission is for all work teams (non-conditional), you can select a business unit, management unit or any work team in the real-time adherence view.
If your Groups > Work team permission is limited to one or more work teams (conditional), you can select only those work teams in the real-time adherence view. You cannot select a management unit or business unit.
If you do not have any of the Groups > Work team > permissions, you cannot select work teams in the real-time adherence view.

Genesys Cloud’s real-time adherence view monitors agent activity in real time. Supervisors can see which agents are in or out of schedule adherence by tracking current agent status and presence, comparing actual activity with the published schedule.

Note: When you publish or republish a schedule, those updates may take a few minutes to appear in the real-time adherence view.

The real-time adherence view also helps supervisors see how out of adherence agents positively or negatively impact the organization, or if the adherence has no impact. For example:

Scheduled activity	Actual activity	Impact
Agent scheduled for break.	Agent remains on queue and handles more interactions.	Positive
Agent scheduled for on queue.	Agent takes an unplanned break.	Negative
Agent scheduled for training.	Agent attends team meeting.	Neutral

Note: To be in adherence for scheduled on queue activity, the agent must be in the On Queue presence or be in either Idle, Interacting, or Communicating routing status. The last routing status for concurrent interaction scenarios dictates the agent’s perceived routing status.

The real-time adherence page combines adherence overview and agent details in one view. The overview includes the following charts:

Adherence: The number and percentage of agents in adherence, out of adherence, unscheduled, ignored, or unknown.
Impact: The number and percentage of agents with a positive, negative, neutral, or unknown impact on performance. Impact helps supervisors determine if out of adherence agents are helping, hurting, or have no impact on the company.
Scheduled Activities: The activities included in the current schedule, and the number and percentage of agents in each activity.
Actual Activities: The current activities and the number and percentage of agents in each activity.

Pause over each chart to view specific agent figures and percentages in more detail. Below the charts, view individual details about each agent’s adherence to the schedule. Use the search, filter, and sort options to narrow the list of agents.

Note: Agents without adherence records do not appear in the real-time adherence view. For real-time adherence tracking, agents must be assigned to a management unit and be part of a published schedule.

Access the real-time adherence view

You can access the real-time adherence view using one of the following navigations:

Click Admin.
Under Workforce Management, click Real-Ti me Adherence.
Click Menu > Performance Management > Real-Time Adherence.

or,

Click Performance > Real-Time Adherence.
Click Menu > Analytics > Analytics Workspace.
Click Real-Time Adherence.
In the Default section, search for Real-Time Adherence and then click the view name to open it.
From the Business Unit and Management Unit list, located in the upper right corner, select either a business unit or a management unit.

View real-time adherence for a work team

Supervisors can use work teams as filters for monitoring adherence and performance. For more information, see Work teams overview.

In the upper right corner of the real-time adherence view, click the Business Unit / Work Teams control next to the business unit and management unit list.
Select Work Teams.
From the work teams list, select a work team.

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Scheduled activity

Actual activity

Impact

Agent scheduled for break.

Agent remains on queue and handles more interactions.

Positive

Agent scheduled for on queue.

Agent takes an unplanned break.

Negative

Agent scheduled for training.

Agent attends team meeting.

Neutral

Access the real-time adherence view

You can access the real-time adherence view using one of the following navigations:

Click Admin.

Under Workforce Management, click Real-Ti me Adherence.

Click Menu > Performance Management > Real-Time Adherence.

or,

Click Performance > Real-Time Adherence.

Click Menu > Analytics > Analytics Workspace.

Click Real-Time Adherence.

In the Default section, search for Real-Time Adherence and then click the view name to open it.

From the Business Unit and Management Unit list, located in the upper right corner, select either a business unit or a management unit.

View real-time adherence for a work team

Supervisors can use work teams as filters for monitoring adherence and performance. For more information, see .

In the upper right corner of the real-time adherence view, click the Business Unit / Work Teams control next to the business unit and management unit list.

Select Work Teams.

From the work teams list, select a work team.

Real-time adherence view

Series: Real-time adherence

Access the real-time adherence view

View real-time adherence for a work team

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Real-time adherence view

Series: Real-time adherence

Access the real-time adherence view

View real-time adherence for a work team

[NEXT] Was this article helpful?