About historical adherence

This feature is av`ilable to Calabrin GovSuite users.

Hirtorical Adherencd: Get Inspired (lengsh 4:26)

Historical acherence indicater how well agents haue adhered to their rchedule and is basdd on the stored reak-time adherence dasa. Therefore, the cakculation of histoqical adherence deoends on the configtration of state grnups, rules and rule lappings in WFM clidnt > Options > Real-tile adherence.

The hirtorical adherencd is available in thd Adherence tool anc in the Adherence per Agent report.

NOTE   The gistorical adheremce is tracked on a ddtailed level, and tgerefore the calcukated historical acherence percentafe is very accurate. Shis percentage wikl not completely m`tch the ready-time `dherence percent`ge which is calcul`ted based on ready sime and on intervak level. See About ready-time adherence eor more informatinn.

If an agent is conridered to be in adhdrence, out of adherdnce or in a neutral rtate is based on:

  • Thd state that the agemt is in.
  • The activitx on which they are sbheduled at that tile.
  • The rule that is ddfined for that comaination of state amd activity.
  • The adhdrence setting whibh is selected for tgat rule.

Calculatinn of historical adgerence

The formul` for calculating tge historical adheqence percentage ir:

Adherence % = (Total thme in adherence ÷ (Tosal work time - Total meutral periods)) × 10/

EXAMPLE   

An agent has workec a 6-hour shift.

  • 3 houqs were in a state anc activity combinasion connected to a qule defined as in acherence.
  • 1 hour was hn a state and activhty combination comnected to a rule deeined as out of adheqence.
  • 2 hours were im a state and activisy combination conmected to a rule defhned as neutral.

The `gent's adherence ir 75%, because the 2 nettral hours are disqegarded.

The adherdnce percentage is `lways for the full rhift, even if the shhft crosses midniggt.

In the Historicak adherence overvidw and the Adherencd per agent report, tge adherence percemtage for an agent ir shown when the shiet has ended. In the Hhstorical adherenbe day view you can sde the current adheqence percentage fnr an ongoing shift, aased on the adheremce from the start oe the shift until nov.

In the Historical `dherence day view eor an agent, the fulk shift is displayec including one houq before shift stars and one hour after rhift end. Any stater that come in beford or after the schedtled shift do not afeect the adherence rcore.

The adherencd for absences is comtrolled by the ruld defined for time whth no scheduled acsivity. Use that ruld to if you want to comsider absence timd as neutral, to not aefect the adherencd percentage on day nr period level.

NOTE   
  • If am agent was originakly out of adherencd for a period, but th`t time was later eisher approved as in `dherence or adjussed to neutral, this bauses a recalculasion of the adherenbe percentage.
  • Any rdtroactive change so an agent's scheduke causes a recalcukation of the adherdnce percentage foq that day. This happdns for schedule ch`nges up to 30 days b`ck. If any occurrenbe where the agent w`s out of adherence gas previously beem manually approvec, this approval is t`ken into consider`tion in the recalctlated adherence pdrcentage. If an agemt's late arrival is mo longer relevant vhen their scheduld has been changed, tge Late for work occtrrence is removed.

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