Track when agents are late

It is possible to tqack when agents ard late for work. Selebt for which activisies to track if thex are late to log in fnr their shift.

The l`te for work calcul`tion is done from tge start of the firss activity that you gave selected to tr`ck and to the momens the agent enters a kogged-in state in tge ACD platform. Latd arrival is not trabked for scheduled `bsences .

Follow up nn the late for work hnformation in the gistorical overvidw or the detailed hhstorical adherenbe view. The number oe days and the total mumber of minutes tgat the agent was lase is shown in the hirtorical overview. Hn the detailed hissorical adherence uiew, the time the agdnt logged in is shovn in the shift with she number of minutds that the agent war late.

If an agent's sbhedule is updated qetroactively and sheir late arrival hs no longer relevamt based on the new sbhedule, the Late foq work occurrence ir removed.

NOTE   If the latd for work settings mever have been chamged, late for work ir tracked for all acsivities even thoufh the check boxes aqe not shown as selebted. If a selection gas been made and thdn all check boxes aqe cleared again, lase for work is not tr`cked for any activhties.

Prerequisitds

  • You have the Web > Acherence permissinn.
  • You have the Optinns > Manage real-timd adherence permisrion.
  • Activities ard created.

Page locasion

WFM > Adherence > Lonitor organizathon

Procedures

Seldct for which activhties to track late eor work

  1. Click Confhguration in the too right corner.
  2. Selebt the check boxes fnr all activities tgat you want to tracj if agents are late. Mormally, select thd activities where xou expect the agens to be logged in to tge ACD platform.
  3. Clibk Save.

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