Access the historical adherence view
AI-generated summary
Genesys Cloud's historical adherence view allows users to monitor workforce management compliance based on specific permissions and access levels. Users can access data for management units or work teams depending on their Workforce Management > Historical Adherence permissions. The system enables viewing adherence data across different time zones and management units. Key features include the ability to select specific business units through the Management Unit/Select team list, choose time zones, and view team-specific data. Supervisors can focus on their assigned agents without viewing the entire agent group. Access requires navigating through Admin > Workforce Management > Historical Adherence or Menu > Performance Management > Historical Adherence. The functionality includes conditional access based on work team permissions, with restricted users only able to view assigned teams, while users without Groups > Work team permissions cannot access the work team selection feature.
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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