Current functionality allows agent states to be configured to matched event types which drives in/out adherence performance.

Requesting the ability to also configure states & events to have a "neutral" adherence impact. This would ensure that admin can ensure certain events, that are generally out of the agents control, have no impact on adherence.

An example of when this would be for system issues. In the scenario that an agent is experiencing system issues and has either coded themselves OR WFM has updated their schedule as such then that time duration would ultimately be "ignoring" as part of the adherence calculation.

A workaround would be adding the system issues event type to all agent states as a matched event but our concern with this is that call avoidance or "abuse" could be hidden.