How Genesys Cloud calculates adherence and conformance

Publisher

Genesys

URL

https://help.genesys.cloud/articles/how-genesys-cloud-calculates-adherence-and-conformance/

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Genesys website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• Genesys Cloud calculates adherence as (1 minus adherence exception duration divided by adherence scheduled duration) times 100. in context
• Genesys Cloud calculates conformance as conformance actual seconds divided by conformance scheduled seconds times 100. in context
• In Genesys Cloud, enabling Working Outside Shift Considered Exception counts time worked outside the scheduled shift as adherence exception time, lowering adherence; when disabled only late arrival counts against adherence. in context
• An adherence percentage cannot be compared across tenants or vendors without knowing exception rules, since Genesys alone yields 71.4% or 82.4% for the same day depending on one setting. inferred in context

Cite this source record

APA

WarmTransfer. (2026, October 2). How Genesys Cloud calculates adherence and conformance. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-calc-adherence-conformance

BibTeX

@misc{warmtransfer-genesys-calc-adherence-conformance,
  title  = {How Genesys Cloud calculates adherence and conformance},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-calc-adherence-conformance},
  note   = {Genesys, accessed 2026-10-02}
}