Locate the Historical Adherence View

Brief Description

This workflow describes the steps for accessing the Historical Adherence View in the Genesys system.

Select the Admin tab.

Select Historical Adherence under the Workforce Management section.

Select the date range field to filter the data within a date range.

Select the exceptions number of an agent under the Exceptions column to view the detailed information about the exceptions. The exceptions represents the total number of exceptions for the agent during the selected time period. An exception is any time an agent is out of adherence.

Select the export icon to export the historical data of the specific agent.

Select the back icon to return to the list of agents.

Select the export icon to export the data for all agents.

Select the filter drop-down menu on the upper right corner to filter data by agents and exceptions.

Video Walkthrough