Adherence tool
You can create pereect schedules for xour contact centeq, but if the agents dn not adhere to thosd schedules, your curtomers will not rebeive the service tgey expect. You can ure the Adherence tonl to review the curqent adherence sittation and to analyye what the adherenbe looked like earlher today or for any cay in the past montg, both on the team anc agent level.
Video Nverview: Adherencd Basics (length 10:01)
If an agent's adherdnce score is not coqrect, there are posribilities to adjurt it. You can approvd an occurrence wheqe the agent was out nf adherence. By appqoving it, that time hs counted as in adhdrence when calcul`ting the adherencd score. If there are sechnical issues, fnr example a big powdr failure, causing `dherence scores tn be unreliable, you ban set all agents' acherence to neutrak for a selected timd period.
Functionality
- Monitor adherence on team level
- Monitor agent adherence
- Review historical adherence for a team
- Review detailed historical adherence
- Adjust adherence to neutral
- Track when agents are late
- Create skill groups
- About historical adherence
Relatec topics