Is it possible to filter the Schedule Adherence report to exclude time lost due to approved shift swaps? We want to measure true adherence without penalizing agents for valid trades.
Currently, the standard WFM dashboard counts swap gaps as non-adherent time. This skews our Chicago team’s weekly metrics significantly during high-volume trade periods.
We are using the default Genesys Cloud WFM module. Any custom reporting fields or API filters available to adjust this calculation?