Access the historical adherence view
AI-generated summary
Genesys Cloud's historical adherence view enables workforce management compliance monitoring through role-based access controls and permission-dependent functionality. Users access adherence data for management units or work teams based on assigned Workforce Management > Historical Adherence permissions, with multi-timezone viewing capabilities and business unit selection through the Management Unit/Select team interface. Access points include Admin > Workforce Management > Historical Adherence or Menu > Performance Management > Historical Adherence. Supervisors can monitor assigned agents without viewing entire agent groups, and work team selection enables oversight of agents across different management units. Permission-based restrictions apply systematically: users with unconditional permissions can select any authorized management unit, users with conditional permissions are limited to specific work teams, and users lacking Groups > Work team permissions cannot access the work team selection feature. The historical adherence view displays filtered data based on selected parameters, supporting granular workforce compliance tracking aligned to organizational structure and user authorization levels.
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Series: Historical adherence
Previous suggested step: Historical adherence constraints
Next suggested step: Navigate the historical adherence view
- If your Workforce Management – Historical Adherence has no conditions, you can select any management unit in divisions you have permission to view.
- If your Workforce Management – Historical Adherence permission is limited to one or more work teams (conditional), you can select only those work teams.
- If you do not have any of the Groups > Work team permissions, you cannot select work teams in the historical adherence view. The Select a work team list is not displayed.
To open and view the historical adherence view for a management unit, perform the following steps:
- Click Admin.
- Under Workforce Management, click Historical Adherence.
- Click Menu > Performance Management > Historical Adherence.
- From the Management Unit/Select team list in the upper right corner, click the Select Business/Management Unit icon.
- From the list, select the Management Unit.
- From the Select Time zone list, select the time zone.
The data for the selected management unit is displayed.
To open and view the historical adherence view for a work team, perform the following steps:
- Click Admin.
- Under Workforce Management, click Historical Adherence.
- Click Menu > Performance Management > Historical Adherence.
- From the Management Unit/Select team list in the upper right corner, click the Select Team icon.
- Select the required team from the list.
The data for the selected work team is displayed.
Note: The agents in this cluster don’t have to belong to the same management unit. As a supervisor, you can use this option to oversee just the agents assigned to you instead of viewing the entire group of agents.
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