CxCave
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Genesys CloudNew Feature

Agents can request adjustments for adherence exceptions

Agents can submit out-of-adherence adjustment requests for review, with approved exceptions reflected in adherence calculations.

Release date:

  • Workforce Management
  • Reporting

What changed

Agents can request adjustments for exceptions such as offline work or an extended interaction that delays a break. Administrators and supervisors can approve or deny requests from the Adherence Adjustments list or Schedule Editor. Approved adjustments affect adherence calculations.

Vendor documentation (opens in a new tab)

Why it matters

Teams can distinguish legitimate schedule deviations from unmanaged exceptions. Consistent approval rules matter if adherence reports are used for coaching or performance reviews.

CxCave practical context

Who should care

  • WFM teams
  • Supervisors
  • Administrators

Action

REVIEW

Define who approves requests and what evidence is expected. Confirm the relevant workforce engagement entitlement before introducing the process to agents.

CxCave recommendation, not a vendor mandate unless explicitly stated.

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