Manage adherence adjustment requests

AI-generated summary

Genesys Cloud provides an adherence adjustment request feature that enables agents to explain out-of-adherence exceptions and request adherence credit for affected time periods, such as late arrivals, extended breaks, or missed scheduled activities. Agents submit adjustment requests directly within Genesys Cloud through the Adherence Details dialog box or the Adherence Adjustments panel in Schedule view, specifying start and end times manually, via clock selection, or by clicking exceptions to auto-populate times. Agents select a reason code configured by administrators and may optionally include notes up to Agents can edit or delete pending adjustment requests by modifying start time, end time, reason code, or notes before submission, though deleted requests cannot be undone. Administrators and supervisors review new requests in the Schedule Editor or the dedicated Adherence Adjustments list view, with approved requests treated as in-adherence for calculation purposes. The Schedule Editor displays adjustment requests as dotted lines color-coded by status—green for approved, gray for pending, and red for denied—allowing administrators to review shift details, actual activity, and agent notes before approving or denying requests with optional reviewer comments up to Pending requests automatically expire after 30 days and transition to "Pending – Expired" status. Administrators can modify start time, end time, and reason code for individual requests while viewing agent notes and adding reviewer feedback. The Adherence Adjustments view under Performance Management provides business unit-wide request visibility with filtering by agent name, reason code, and management unit. Administrators configure adjustment settings at the business unit level, including the look-back period (default 7 days, maximum 21 days) for submission eligibility and up to 25 customizable reason codes. Management units inherit reason code configurations from their associated business units and cannot override these settings. When a management unit is reassigned to a different business unit, it automatically adopts the new business unit's reason code configuration. Adjustment requests cannot overlap with existing pending or approved requests, cannot be submitted for future periods, and cannot use Running Late as a reason code, which requires separate submission through Genesys Tempo. Genesys Cloud calculates adherence by dividing minutes an agent spends in correct status by total work minutes, with specific handling for approved adjustments. When administrators or supervisors approve adjustment requests, the adjusted time counts toward adherence while remaining in total worked time. When Running Late explanations and adjustment requests overlap, Genesys Cloud applies different calculation methods based on approval status and overlap extent: partial overlaps with both approved apply adjustment calculations to overlapping time and Running Late calculations to non-overlapping portions; full overlaps with both approved apply adjustment calculations to the entire period. The system denies approval to one request type if the other is approved during overlaps. The feature requires specific Genesys Cloud licenses (CX 1-4, EX, or WEM Add-on variants) and role-based permissions for supervisors and administrators to view, edit, and manage adjustments and reason codes, and for agents to view, add, edit, and delete their own adjustment requests. The Audit Viewer tracks all changes to reason codes and adjustment requests under Workforce Management, including creation, editing, deletion, approval, and denial actions. Users can export filtered request lists as CSV files. Key limitations include: no Inbox notifications for submission or approval/denial of adjustment requests (manage through Schedule Editor or Adherence Adjustments list view), inability to edit or delete Running Late explanations from the adjustment request interface (manage through Genesys Tempo or Schedule Editor), reason code configuration at the business unit level only, and the system does not support direct status transitions from Denied to Approved or vice versa. Additionally, adjustment requests do not impact staffing requirements, shrinkage calculations, or Intraday Monitoring functionality at this time

PrerequisitesClick to expand

Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud EX, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I license
The following permissions for supervisors/administrators:
- Workforce Management > Adherence Adjustment – View and Adherence Adjustment – Edit
- Workforce Management > Adherence Adjustments Reason Codes – View, Adherence Adjustments Reason Codes – Add, Adherence Adjustments Reason Codes – Edit, and Adherence Adjustments Reason Codes – Delete
- Workforce Management > Adherence Adjustments Settings – View and Adherence Adjustments Settings – Edit
The following permission for agents:
- Workforce Management > Agent Adherence Adjustment – View, Agent Adherence Adjustment – Add, Agent Adherence Adjustment – Edit, and Agent Adherence Adjustment – Delete
- Workforce Management > Adherence Adjustments Reason Codes – View

Adjustment requests allow agents to explain out-of-adherence exceptions and request adherence credit for the affected time. For example, agents can submit adjustment requests when they arrive late, take an extended break, or miss a scheduled activity. Unlike Running Late explanations, which agents can submit only through the Genesys Tempo app, agents submit adjustment requests directly in Genesys Cloud from either the Adherence Details dialog box or the Adherence Adjustments panel in the Schedule view.

Administrators and supervisors can review new adjustment requests in the Schedule Editor or the dedicated Adherence Adjustments list view. In this release, adjustment requests do not generate Inbox notifications. When an administrator or supervisor approves a request, Genesys Cloud treats the time covered by the request as in adherence for adherence calculations.

Adjustment requests

For agents

Submit an adjustment requestClick to expand

To submit an adjustment request, perform the following steps:

Access the adjustment request from one of the following locations:
- From the Agent Home page, click View Details on the Adherence tile for the day that contains the exception.
- From the Schedule view, click the Adherence link for the appropriate date to open the Adherence Adjustments panel.
Click Request Adjustment.
Specify the Start Time and End Time using one of the following methods:
- Enter the times manually or click the Clock icon to select a time.
- Click an exception to automatically populate its start and end times.
- Enable Drag to select to extend the request to the start of the previous exception or the end of the next exception.
From the Reason Code list, select a reason code configured by your administrator.
(Optional) Enter notes of up to 200 characters.
Click Submit Request. A confirmation message appears when Genesys Cloud successfully submits the request.

Previously submitted requests appear in the Adjustments row in the Adherence Details dialog box. The color indicates the request status:

Gray: Pending
Green: Approved
Red: Denied

Hover over an approved or denied request to view its start time, end time, status, reason code, and any reviewer notes.

Notes:

Your administrator configures at the business unit level how far back you can submit an adjustment request. The default is 7 days, with a maximum of 21 days.
You cannot submit adjustment requests for future time periods.
Notes are optional and have a 200-character limit.
You cannot select Running Late as a reason code for an adjustment request. Submit Running Late explanations separately through Genesys Tempo.
You cannot submit a new adjustment request that overlaps an existing Pending or Approved adjustment. If the requests overlap, a warning appears. Change the time range before you submit the new request.

Edit or delete a pending adjustment requestClick to expand

You can edit or delete an adjustment request only while its status is Pending. To edit or delete a pending adjustment request, perform the following steps:

Access the pending request from one of the following locations:
- In the Adherence Details dialog box, hover over the pending request.
- In the Schedule view, click the Adherence Adjustments icon to open the Adherence Adjustments panel. Then, next to the pending request, click .
To modify the request, click Edit, update the start time, end time, reason code, or notes, and then submit your changes.
To remove the request, click Delete, and then confirm the deletion.

Note: You cannot undo a deleted adjustment request.

View your submitted adjustment requestsClick to expand

To view and manage your adherence adjustment requests, perform the following steps:

In the Schedule view, click the Adherence Adjustments icon.
Use the sort and filter options to:
- Sort requests by newest or oldest.
- Filter requests by Pending, Approved, or Denied status.
Review the start time, end time, date, reason code, and status for each request. For approved or denied requests, you can also view the reviewer’s notes.

For administrators

Configure adjustment request settingsClick to expand

You can configure the following settings at the business unit level on the Adherence tab:

Click Menu > Workforce Management > Workforce Management Configuration > Business Unit.
Click the Adherence tab and configure the settings for your business unit.
- Look-back period: Specifies the number of days in the past for which agents can submit adjustment requests. The default is 7 days, and the maximum is 21 days. This setting does not apply to Running Late explanations.
- Reason codes: Specifies the reasons that agents can select when they submit adjustment requests. You can create, edit, activate, deactivate, or delete reason codes. You can configure up to 25 reason codes.

Review adjustment requests in the Schedule EditorClick to expand

To view and review adherence adjustment requests in the Schedule Editor, perform the following steps:

Open the Schedule Editor.
Click the Display Options icon and enable Show Adjustments. When schedules are collapsed, adjustment requests appear as dotted lines. The color indicates the request status:
- Green: Approved
- Gray: Pending
- Red: Denied
Expand an agent’s schedule to view the shift, exceptions, actual activity, and submitted adjustment requests for the selected day.
Click a pending adjustment request to view its start time, end time, reason code, and notes from the agent.
(Optional) Add reviewer notes of up to 200 characters.
Click Approve or Deny.

Review adjustment requests from the Adherence Adjustments listClick to expand

The Adherence Adjustments view, available under Performance Management > Adherence Adjustments, provides a business unit-wide view of adherence adjustment requests.

To review and manage adherence adjustment requests, follow these steps:

Select a business unit.
Use the Agent Name, Reason Code, and Management Unit filters to narrow the results. By default, the view displays pending requests submitted within the last 30 days.
Note: Pending requests older than 30 days automatically change to Pending – Expired and no longer appear in the default view. Use the date picker to view expired requests.
Review the request details, including the agent, start and end date and time, duration, reason code, submission date, management unit, and request status.
Select one or more requests and click Review.
- For a single request, you can modify the start time, end time, and reason code, view the agent’s notes, and add reviewer notes. You cannot select Running Late as the reason code. Click Approve or Deny to complete the review.
- For multiple requests, add reviewer notes that apply to all selected requests, and then click Approve or Deny to approve or deny all selected requests together.
To download the currently filtered list as a CSV file, click Export.

Adherence calculation with approved adjustments

Genesys Cloud calculates adherence by dividing the number of minutes an agent is in the correct status by the total number of minutes the agent works.

When an administrator or supervisor approves an adjustment request, Genesys Cloud counts the adjusted time as in adherence and keeps that time in the total worked time used for the calculation. In contrast, when an administrator or supervisor approves a Running Late explanation, Genesys Cloud excludes the approved time from the total worked time used for the calculation.

Example: An agent works an 8-hour (480-minute) shift and is out of adherence for 50 minutes.

No approved adjustment: The agent is in adherence for 430 of 480 minutes: 430 ÷ 480 = 89.6%.
30-minute approved adjustment: Genesys Cloud counts the 30 adjusted minutes as in-adherence time. The agent is now out of adherence for 20 minutes and in adherence for 460 of 480 minutes: 460 ÷ 480 = 95.8%.

Overlapping Running Late explanations and adjustment requests

When a Running Late explanation overlaps an adjustment request, Genesys Cloud calculates adherence based on the approval status and extent of the overlap:

Partial overlap, both approved: Genesys Cloud applies the adjustment calculation to the overlapping time and the Running Late calculation to the remaining non-overlapping portion of the Running Late explanation.
Partial overlap, Running Late approved and adjustment denied: Genesys Cloud applies the Running Late calculation to the entire Running Late period.
Partial overlap, Running Late denied and adjustment approved: Genesys Cloud applies the adjustment calculation to the entire adjustment period.
Full overlap with identical start and end times, both approved: Genesys Cloud applies the adjustment calculation to the entire period.
Full overlap, Running Late approved and adjustment denied: Genesys Cloud applies the Running Late calculation to the entire period.
Full overlap, Running Late denied and adjustment approved: Genesys Cloud applies the adjustment calculation to the entire period.

Audit tracking

The Audit Viewer tracks changes to reason codes and adjustment requests under the Workforce Management service. These changes include creating, editing, deleting, approving, and denying adjustment requests.

Adjustment request limitations

Agents and administrators do not receive Inbox notifications when an agent submits an adjustment request or when an administrator or supervisor approves or denies a request. Review and manage requests in the Schedule Editor or the Adherence Adjustments list view.
You cannot edit or delete Running Late explanations from the adjustment request interface. Continue to manage Running Late explanations through Genesys Tempo or the Schedule Editor.
Configure reason codes at the business unit level. Management units cannot override these reason codes and inherit the configuration from their associated business unit.
If you move a management unit to another business unit, it inherits the reason code configuration of the new business unit.
You cannot change a request directly from Denied to Approved, or from Approved to Denied, in this release.
Adjustment requests do not currently affect staffing requirements, shrinkage calculations, or Intraday Monitoring.

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