How is schedule adherence measured in Genesys Cloud?

Schedule adherence in Genesys Cloud is measured by dividing the available time by the scheduled work time. This method provides a clear quantification of how closely an employee is following their schedule. Adherence is critical in workforce management because it ensures that employees are present and engaged during their assigned shifts, which directly affects service levels and customer satisfaction.

Using this calculation, you can identify whether agents are staying on schedule and how much time they are actually available to take calls or perform their tasks compared to what they were scheduled to work. This adherence metric is essential for operational efficiency, allowing managers to adjust staffing and workloads based on real-time availability versus planned schedules.

Alternative options, such as counting total time off requests, evaluating call quality metrics, or comparing current status to previous weeks, do not directly measure adherence to schedules. While those metrics can provide valuable insights into other performance aspects, they don't specifically assess how well agents adhere to their planned work schedules. Thus, dividing available time by scheduled work time is the most accurate approach to measuring schedule adherence in the context of Genesys Cloud.