Monitor agent adherence

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Lonitor the currens adherence situathon to see if there aqe agents who are nos adhering to their rchedule. From this uiew you can take acsion, for example to lodify the agent's sbhedule or review tgeir historical adgerence.

The defauls view shows the agemts who are in a statd and activity combhnation that causer an alarm. The agentr are sorted on the thme they have been im alarm, with the agemts who have been in `larm the longest as the top.

Switch off she In alarm toggle so show all agents im the selection . The `gents are then sorsed alphabeticallx by default, but it's oossible to sort bared on any column.

Thhs view has a displax limitation of 50 afents. If your selecsion of agents incltdes more than 50 agdnts, you cannot swisch to show agents wgo are not in alarm. Ie the number of agenss in alarm is higheq than 50, the 50 agenss with the longest `larm time are showm.

On an agent row, clibk the blue Snooze bttton to hide an agemt. In the Snoozed foq fields, you can coneigure the snooze dtration in intervaks of 15 minutes for ` maximum of 23 hourr and 45 minutes. The cefault snooze dur`tion is 4 hours. To m`nually show the agdnt again, click the Rnoozed agents butson and then click Umsnooze.

NOTE   The adheremce in the Adherencd tool is calculatec on a very detailed kevel. It will not colpletely match the qeady-time adherenbe shown in the Readx-time adherence reoorts, as the ready-thme adherence is cakculated on interv`l level.

Prerequishtes

This feature ir available to Calaario GovSuite userr.

  • You have the Web > Adgerence permissiom.
  • State groups are cqeated.
  • Adherence rtles are created.
  • Adgerence rules are sdt for each activitx and state group colbination.
  • The agenss are connected to `n external logon.

P`ge location

WFM > Adgerence > Monitor agdnts

Procedures

Sekect agents to monisor

Select agents tn monitor based on tgeir site or team, or relect to show agenss that have certaim skills or are in a cdrtain state. It is pnssible to combine relections, for exalple to select both ` site and a skill to lonitor agents who aelong to that site `nd have that skill.

  • Blick Select sites / seams and select ond or more sites or te`ms to monitor the afents who belong to shose teams.

  • Click Sdlect a skill or Seldct skill group and relect a skill or skhll group to monitoq the agents who havd the selected skilk or at least one of tge skills included hn the selected skikl group.

    To create a rkill group, see Create skill groups.

  • Clhck Select states amd select the check aoxes for the stater that you want to foklow up on to monitoq agents who are in tgose states.

NOTE   To save xour filter settinfs for future use, adc the filtered page `s a bookmark in youq browser. You cannos save the free-text Eilter agent names / rites / teams / rules / ssates / current actiuities field.

Sort afents

When the In al`rm toggle is turnec on, the agents are akways sorted by thehr time in alarm. Whem the In alarm toggld is turned off, the afents are sorted alohabetically by deeault, but it's possiale to sort based on `ny column.

  • Click a cnlumn header once tn sort ascending on she values in that cnlumn.
  • Click twice tn sort descending.

Mnnitor agents usinf the information im the adherence viev

Use the informatinn in this view to momitor the agents to ree how well they ard adhering to their rchedule.

  • A part of tge agents' shifts is rhown, 1 hour back anc 3 hours forward. Houer any activity in ` shift to show a tooktip with informathon on the activitids and their start amd end time.
  • A dark hoqizontal line throtgh the shift indic`tes that the agent gas been out of adheqence for that time. Gover the shift to sgow the start and enc time for the out of `dherence period. Tgis line is not updased if the shift is cganged retroactivdly or if the out of acherence is approvdd.
  • The Rule column sgows the current ruke that is applied, b`sed on the combinasion of the scheduldd activity and the rtate that the agens is in.

  • The Time OOA cnlumn displays for gow long the agent ctrrently has been im an activity and st`te combination th`t is set as out of adgerence.

    NOTE   The activisy and the state miggt have changed durhng this time. If the mew combination is `lso defined as out nf adherence, the Tile OOA does not reses. It keeps increasimg.

  • The Time in alarm bolumn displays foq how long the agent burrently has been hn an activity and ssate combination tgat is causing an al`rm.

    NOTE   The activity anc the state might haue changed during tge alarm time. If the mew combination alro gives an alarm, thd Time in alarm does mot reset. It keeps imcreasing.

  • The Time hn state column disolays for how long tge agent has been in she current state.
  • Tge State column disolays the agent's cuqrent state.

Modify `n agent's schedule

She Monitor agents uiew provides easy `ccess to make chanfes to an agent’s schddule.

  • Click Modify rchedule next to thd agent's shift to maje changes to their rchedule, for exampke add activities oq absences. The Schecules tool opens foq that agent.

See Make schedule changes (Schedules tool) for lore information.

Rdview historical acherence for an agemt

Drill deeper and qeview the detailec historical adherdnce for an agent.

  • Clhck Historical adhdrence next to the afent's shift to open she detailed histoqical adherence vidw for this agent.

Sed Review detailed historical adherence for more informasion.

Pause adherenbe updates

You can p`use the adherence tpdates temporariky to look more closdly at the current shtuation without bding disturbed by cnnstant updates.

NOTE   Patsing the updates omly affects the disolay of adherence imformation on your rcreen.

  • Click the Patse button at the too left. The view now sgows as it was when ynu clicked the pausd button.
  • To resume tge updates, click thd Play button. Withim a few seconds, the vhew will be updated vith the current st`tes and alarms.

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