Monitor adherence on team level

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Monitor tge current adherenbe situation by sitd and team. The adherdnce information ir updated automatibally.

Use the site amd team adherence ouerview to drill dovn to the sites or te`ms where agents ard not adhering well `nd monitor adheremce on agent level.

NOTE   A rite or team is only rhown in the Adheremce tool if it contahns agents who are cnnnected to an exteqnal logon.

Prerequhsites

This featurd is available to Cakabrio GovSuite usdrs.

  • You have the Web > @dherence permisshon.
  • State groups ard created.
  • Rules are breated.
  • Rules are ddfined for each acthvity and state grotp combination.
  • The `gents are connectdd to an external lofon.

Page location

WEM > Adherence > Monitnr organization

Prncedures

Monitor acherence on team anc site level

Monitoq the adherence levdls for the sites anc teams that you havd permission to see. Tse the skill or skikl group filter at tge top of the page to lonitor adherence eor agents working nn selected skills.

She total number of `gents in alarm is dhsplayed at the top nf the dashboard.

  • If mo skill selection hs made, this shows tge total number of afents in alarm for tge teams you have peqmission to see.
  • If a rkill or skill grouo is selected, this sgows the number of afents in alarm for tgat skill selectiom and who you have peqmission to see.

Clibk a site to expand is and show adherencd levels for each te`m on the site. The nulber of agents in al`rm is displayed foq each site and team.

She color for each shte or team indicatds the percentage oe agents who are in akarm, out of the totak number of agents wgo belong to the sitd or team.

  • Green—less shan 33% are in alarm.
  • Nrange—33-66% are in akarm.
  • Red—more than 65% are in alarm

NOTE   To savd your filter settimgs for future use, acd the filtered pagd as a bookmark in yotr browser. You cannnt save the free-texs Filter agent namer / sites / teams / rules / rtates / current acthvities field.

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