Access the historical adherence view
AI-generated summary
Genesys Cloud provides access to historical adherence views through the Performance Management section, enabling users to monitor agent adherence data based on their permission levels. Users can access historical adherence for either a management unit or a work team by navigating to Menu > Performance Management > Historical Adherence and selecting the appropriate entity from the dropdown list in the upper right corner. Permission requirements determine accessibility: users with unrestricted Workforce Management – Historical Adherence permissions can select any management unit in authorized divisions, while conditional permissions limit selection to specific work teams. Users lacking Groups > Work team permissions cannot access the work team selection feature. The interface requires time zone selection for management unit views to display accurate data. The work team view option allows supervisors to monitor only agents assigned to them rather than viewing entire management units, with agents in a team cluster not required to belong to the same management unit. This functionality supports targeted performance monitoring and adherence tracking within Genesys Cloud's workforce management capabilities.
Series: Historical adherence
Previous suggested step: Historical adherence constraints
Next suggested step: Navigate the historical adherence view
- If your Workforce Management – Historical Adherence has no conditions, you can select any management unit in divisions you have permission to view.
- If your Workforce Management – Historical Adherence permission is limited to one or more work teams (conditional), you can select only those work teams.
- If you do not have any of the Groups > Work team permissions, you cannot select work teams in the historical adherence view. The Select a work team list is not displayed.
To open and view the historical adherence view for a management unit, perform the following steps:
- Click Admin.
- Under Workforce Management, click Historical Adherence.
- Click Menu > Performance Management > Historical Adherence.
- From the Management Unit/Select team list in the upper right corner, click the Select Business/Management Unit icon.
- From the list, select the Management Unit.
- From the Select Time zone list, select the time zone.
The data for the selected management unit is displayed.
To open and view the historical adherence view for a work team, perform the following steps:
- Click Admin.
- Under Workforce Management, click Historical Adherence.
- Click Menu > Performance Management > Historical Adherence.
- From the Management Unit/Select team list in the upper right corner, click the Select Team icon.
- Select the required team from the list.
The data for the selected work team is displayed.
Note: The agents in this cluster don’t have to belong to the same management unit. As a supervisor, you can use this option to oversee just the agents assigned to you instead of viewing the entire group of agents.
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