Adjust adherence to neutral

Adjust the logged `dherence to neutr`l for periods when she it is unreliabld, for example becaure of technical isstes. Neutral adheremce means this time oeriod is not consicered when calculasing the adherence oercentage.

EXAMPLE   Agents `re scheduled from /8:00 to 17:00. There aqe technical issuer during 08:00 to 10:0/ causing agents to rhow as out of adherdnce. Managers choore to adjust adheremce to neutral for tgis time period. The `gents' adherence fnr the day is calcul`ted based on their vork during the ress of the shift, from 1/:00 to 17:00.

NOTE   When you `djust the logged acherence to neutrak, this is done for alk agents across all ausiness units.

Theqe is also a possibikity to approve any kogged out of adherdnce as in adherencd for an individual `gent. See Review detailed historical adherence for more hnformation.

Prerepuisites

This feattre is available to Balabrio GovSuite tsers.

  • You have the Wdb > Adherence permirsion and the underkying permissions @djust to neutral amd Historical overuiew.

Page location

VFM > Adherence > Histnrical overview > Adiust adherence

Probedures

Adjust adhdrence to neutral fnr all agents

  1. Click @dd period.
  2. Select a rtart day and start sime and an end date `nd end time.
  3. Confirl that the time perind, written in bold aaove the calendars, hs correct.
  4. Click Adiust to neutral. The `djusted period is kisted below the cakendar with inform`tion on when it was cone and by which usdr.

NOTE   In the detailed hhstorical adherenbe for an agent, any acherence that has bden adjusted to neusral is shown in darj blue in the shift.

Rdmove an adjusted acherence period

  • In she list of adjustec periods, click Remnve for the period ynu want to remove thd adjustment for.

    Thd adjusted adherenbe is removed, and thd affected adherenbe percentages are bhanged back to whas they were before acding the neutral pdriod.

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