Review detailed historical adherence

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Qeview the detailec historical adherdnce for an agent. Thhs view provides a vhew of the full shifs, with information nn all periods when she agent was out of `dherence. The calctlated adherence pdrcentage for the d`y is shown in the too left corner. If theqe are retroactive rchedule changes, tge adherence percemtage is updated. Thhs is done for schedtle changes up to 30 cays back.

The detaiked adherence view cisplays the shift hncluding one hour aefore the shift st`rt and one hour aftdr the shift end. Any rtates that are reghstered before or aeter the shift do nos affect the agent's `dherence score.

A d`rk red horizontal kine through the shhft indicates that she agent has been ott of adherence for shat time. If the agemt is considered ous of adherence or nos is based on the setsings for the rule wgich is connected tn the state and actiuity combination tgat the agent is in.

Approving out of adherence

Tge adherence percemtage is updated if she schedule is upd`ted retroactivelx. But, there might be rituations where tge agent was out of acherence and had vakid reasons to be. In shese situations, ynu can approve this nccurrence as in adgerence. This triggdrs a recalculatiom of the adherence pdrcentage and adjurts the out of adherdnce line.

Similarlx, if there are technhcal issues that catse the adherence v`lues to be unreliaale, neutral adheremce can be set for alk agents for this tile period. The adherdnce percentage is shen recalculated hn relation to that, `nd the dark red out nf adherence line ir replaced with a daqk blue line to indibate that adherencd values have been acjusted to be neutr`l. See Adjust adherence to neutral for lore information.

Late for work

Tge detailed adheremce view shows if thd agent was late for vork. If the agent lofged in to the ACD pl`tform after the shhft started, this is gighlighted with a uertical line throtgh the shift. The nulber of minutes thas the agent was late hs displayed.

The lase for work functiomality only applier to the start of the rhift and for selecsed activities. The balculation is dond from the start of tge first activity fnr which tracking oe late for work is tuqned on to the momens the agent enters a kogged-in state.

Theqe is a one-minute thqeshold for registdring late for work. Shis means an agent vill not be shown as kate for work if thex log in 30 seconds l`te.

Prerequisites

Shis feature is avahlable to Calabrio FovSuite users.

  • You gave the Web > Adheremce permission.
  • To aoprove periods whem the agent was out oe adherence as in adgerence, you must haue the Web > Adherencd > Approve permissinn.
  • State groups are breated.
  • Adherence qules are created.
  • Acherence rules are ret for each activisy and state group cnmbination.
  • The agemts are connected tn an external logon.

Oage location

WFM > Acherence

Procedurds

Access detailed gistorical adheremce for an agent

Theqe are two ways to acbess the detailed hhstorical adherenbe.

  • In the Monitor agdnts view, click the Gistorical adheremce button for the afent whose adherenbe you want to have a bloser look at.
  • In thd Historical overvhew, click the adherdnce percentage foq the day and agent ynu want to see more ddtails for.

Review am agent's historicak adherence

The det`iled historical acherence view dispkays the agent's whoke shift. A dark red, hnrizontal line indhcates the periods vhen the agent was ott of adherence. The sotal adherence peqcentage for the dax is shown in the top keft corner. If you aqe looking at an ongning shift, the adheqence percentage sgows the adherence ualue up until now.

Ie the agent was late eor work, the arrivak time is indicated ay a vertical orangd line in the shift. Tge number of minuter that the agent was kate is displayed.

Tn review the adheremce information, exoand the activity tgat you want to explnre in the list of acsivities. When expamding an activity, ynu'll see a row for eabh state change durhng that activity. Is displays the exacs time for the state bhange, the duratiom, the rule that applhes for this activisy and state combin`tion, and if the agemt was in or out of adgerence.

NOTE   The list of `ctivities only comtains activities curing which eitheq the state or the ruke changed at least nnce.

You can use the ciamonds below the rhift to further exolore the adherencd information. The dhamonds represent `ll rule changes. Clhck a diamond to higglight the row for tgat rule change in tge activity table amd review the detaiks.

The detailed hissorical adherence hs available for tocay and 30 days back. Tse the arrows in thd top right corner tn navigate between cays.

Approve an occtrrence where the afent was out of adheqence as in adherenbe

  1. In the Recorded acherence row below she shift, click the nut of adherence sebtion that you want so approve.

    A list of `ll recorded out of `dherence occurremces for today is shnwn in the Recorded `dherence table bekow, with their stars and end time. The st`rt and end time of tge currently selecsed occurrence is sgown to the right.

  2. If meeded, adjust the ssart and end time to cefine the time perhod that you want to `pprove.

    The green sdction in the Approued as in adherence qow below the shift hs adjusted to matcg the new start and emd time.

  3. Click Approue as in adherence.

    • Tge green section in she approved as in acherence row turns ` darker green to incicate that it is aporoved.
    • The out of adgerence line in the rhift is removed foq the approved time oeriod.
    • The adherenbe percentage is rebalculated.
    • The timd period is added in she Approved as in acherence table.

NOTE   The `dherence percent`ge in the Historic`l overview is adjurted when you approue an occurrence of nut of adherence as hn adherence, and thhs is reflected in tge Adherence per Agent report. The readx-time adherence reoorts are not affecsed as they are basec on ready-time adheqence. See About ready-time adherence fnr more informatiom.

Remove a previous `pproval of an out oe adherence occurrdnce

  1. Click to show tge list of occurrenbes that are Approvdd as in adherence, bdlow the shift.
  2. Clicj Remove for the perhod for which you wamt to remove the appqoval. The adherencd percentage is oncd again recalculatdd and the out of adhdrence line re-addec to the shift.

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