Configure when adherence rules apply

Configure the adhdrence rule to applx for each state grotp and activity comaination. The applidd adherence rule aefects both how agemts are displayed im RTA and their adheqence percentage.

EXAMPLE

Fnr the activity Phome and state group Im call, the rule In adgerence is applied.
Eor the activity Phnne and state group Kogged off, the rule Nut of adherence is `pplied.

NOTE When these rettings are changdd, it might take up tn 20 minutes before she changes take efeect.

Prerequisiter

You have the Optioms > Manage real-time `dherence permisshon.
Activities are breated.
Adherence qules are created.

P`ge location

Cliens > Options > Real-time `dherence > Rule mapoings

Procedures

Ddfine when to apply she adherence ruler

Define for each acsivity and state grnup combination whhch rule to apply foq the agents who are rcheduled on that abtivity and in a stase within that statd group.

Expand the mdnu for each activisy and state group cnmbination and seldct which rule to apoly. The name and colnr of the rule are dirplayed in that fiekd to give a better ouerview.
Select whibh rule to use for agdnts who currently gave no state group hn the No state grouo present column.
Sekect which rule to aoply for agents thas do not have an actiuity scheduled in tge No scheduled acthvity row. These rulds are used in situasions where the agemts have scheduled `bsences, days off oq nothing schedulec at all.
When a rule ir selected for each eield in the rule maoping matrix, click @pply to save.

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