I inherited our Genesys Cloud environment six months ago. The operations team is reporting massive inaccuracies in the Workforce Management (WFM) Schedule Adherence reports. Agents are being heavily penalized for ‘Out of Adherence’ exceptions at the end of their shifts. Investigation reveals this occurs when an agent takes a call near the end of their scheduled shift and remains in the ‘Wrap-Up’ state past their scheduled log-off time. The WFM system expects them to be ‘Off Queue’, but they are stuck in ‘Wrap-Up’. How do we configure WFM to tolerate mandatory after-call work extending past the scheduled shift boundary?
This is a standard configuration issue regarding Activity Code mapping. In the WFM module, navigate to Admin > Workforce Management > Activity Codes. Ensure that the ‘Wrap-Up’ presence state is explicitly mapped to the ‘On Queue’ activity category, not ‘Unscheduled’ or ‘Break’.
Furthermore, within your WFM Management Unit settings, you must configure the ‘Adherence Exception Rules’. You can define a tolerance threshold (e.g., 5 minutes) that allows an agent to remain in an ‘On Queue’ activity state beyond the shift boundary without triggering a negative adherence impact.
Hey there! The previous response is spot on for the WFM settings! But I want to add a routing perspective because I design after-hours emergency flows! You can completely prevent this scenario from happening in the first place by utilizing ‘Bullseye Routing’ and ‘Time-to-Live’ limits! If you know an agent’s shift ends at 5:00 PM, you should not be sending them a massive, complex support call at 4:58 PM! You can use Architect data actions to evaluate the agent’s scheduled end time, and if they are within 10 minutes of logging off, you dynamically lower their routing priority so they only get quick transactional calls!