Genesys Cloud – Agent adherence adjustment requests

In a future release, Genesys Cloud will enable agents to request adjustments for out-of-adherence exceptions and allow supervisors and administrators to review, approve, or deny those requests. This feature helps ensure that approved exceptions, such as extended customer interactions or offline work, are reflected in adherence calculations, making adherence reporting more accurate while reducing manual administrative effort.

What’s changing

Agents can:

• Submit adjustment requests for out-of-adherence exceptions.
• View the status of submitted requests.
• Edit or delete pending adjustment requests.
• Review approved, denied, and pending adjustments from their schedule.

Supervisors and administrators can:

• Review and approve or deny adjustment requests.
• Add reviewer notes when processing requests.
• Configure adjustment reason codes.
• View adjustment requests from the Schedule Editor and a centralized adjustment list.
• Export adjustment requests for reporting and analysis.

Benefits

This feature enables organizations to:

• Ensure approved adherence exceptions are reflected in adherence calculations.
• Reduce manual effort by allowing agents to submit their own adjustment requests.
• Give supervisors a consistent process for reviewing and approving adherence adjustments.
• Improve visibility into adherence adjustments through centralized review and reporting.

Action required

Review and configure adjustment reason codes for each business unit before enabling agents to submit adherence adjustment requests.

After configuration is complete, supervisors and administrators can begin reviewing and processing submitted requests.