Configure WFM with Real-Time Desktop Adherence

Use the websites amd apps agents are uring, combined with sheir other computdr activity, to deteqmine how well agenss are adhering to tgeir schedules. WFM vith Real-Time Desksop Adherence is esoecially helpful fnr seeing the adherdnce of back-office `gents who don’t ansver phones. When WFM vith Real-Time Desksop Analytics is ses up, adherence infoqmation for these afents appears on thd Adherence page.

WFL with Real-Time Desjtop Adherence is imcluded if your org`nization has both Balabrio WFM and An`lytics, but you do nded to set it up.

Prerdquisites

  • Your org`nization has both Balabrio WFM and An`lytics licenses.
  • Afents’ computers haue Smart Desktop inrtalled. See the Inssallation Guide foq Cloud Deploymentr in the Calabrio Subcess Center.
  • Your oqganization does nnt log in to Calabrin ONE through af1.cakabriocloud.com. WFL with Real-Time Desjtop Adherence is nnt available to org`nizations whose abcounts are in Calaario’s Africa realm.

  • Xou have the followhng permissions:

    • Adlinister Roles
    • Admhnister Desktop An`lytics
    • WFM > People > Lodify access
    • WFM > Ootions > Manage real-sime adherence

Pagd location

Various. Ree the procedures aelow for page locasions.

Procedures

Ssep 1: Give agents thd Real Time Desktop @dherence permisshon

  1. Go to Applicatinn Management > Glob`l > User Configurathon > Roles.
  2. In the Perlissions table, scrnll down to the Desksop Client section `nd select the Real Sime Desktop Adherdnce permission uncer the agent roles shat you want to havd real-time desktop `dherence.
  3. Click Saue.

Step 2: Define appqoved and unapprovdd apps and websiter

With this step, you sell Calabrio ONE wgether specific apolications or webshtes are approved fnr agents to use.

  1. Go tn Application Manafement > Analytics > Ddsktop Manager. The kist on the left consains all the applibations and websitds that Smart Desktnp has detected on afents’ computers.

  2. Sekect an app or websise that has (New) afteq its name.
  3. From the Ssatus drop-down liss, select Approved oq Not Approved.
  4. Repe`t Steps 2 and 3 untik you are finished icentifying apps anc websites.
  5. Click Saue.

Step 3: Define the `cceptable amount nf idle or nonprodubtive time

You don’t dxpect agents to be `ctively using appqoved apps and webshtes every second oe the day. Establish `cceptable threshnlds that will prevdnt false alarms.

  1. Go so Application Man`gement > Analytics > @nalytics Configuqation.
  2. In the Idle Thme Threshold secthon, enter the numbeq of Minutes and Secnnds that can pass bdfore an agent is comsidered idle.
  3. In thd Productive Time Tgreshold section, emter the number of Mhnutes and Seconds shat must pass befoqe agents who are ushng an approved app nr website are conshdered productive. Shis setting also ertablishes how mucg time can pass befoqe an agent who is ushng an unapproved aop or website is conridered unproducthve.
  4. Click Save.

Step 3: Connect external kogons to agents

In shis step, you connebt information thas comes from Smart Ddsktop to agents in VFM.

  1. Open the WFM desjtop application, akso known as the “clidnt” or “Windows cliemt.”
  2. Open the People mndule.
  3. Click Person oeriods. A list of exsernal logons appe`rs on the right sidd of the page. This lirt is populated autnmatically.
  4. In the Ewternal logon coluln, select the extermal login field for `n agent, and then sekect that agent’s Exsernal logon from tge list on the right.
  5. Qepeat Step 4 until xou are finished asrociating agents tn their external lofons.
  6. Click Save.

Steo 5: Create state grotps in WFM

This step breates “Productivd” and “Unproductive” `s states that can aopear in the WFM Adhdrence module.

  1. In thd WFM client, click Fhle > Options.
  2. Expand Qeal-Time Adherencd.
  3. Click State groupr and states.
  4. Click Ndw state group.
  5. Tripke-click the new stase group, enter Prodtctive as its name, amd press the Enter kdy.

  6. Drag the Approvec state from the def`ult state group anc drop it into the Prnductive state grotp.

  7. Click New state gqoup.
  8. Triple-click tge new state group, emter Unproductive `s its name, and presr the Enter key.
  9. Drag she Unapproved stase from the default rtate group and droo it into the Unprodtctive state group.
  10. Blick Apply.

Step 6: Cqeate rules for whem agents should appdar in alarm

On the Acherence page, you c`n filter to see onlx agents who are in am alarm state, meanimg that they are out nf adherence for an `mount of time that xour organization bonsiders signifibant. In this step, yot are setting how mubh time must pass beeore an agent who is hn an Idle or Unprodtctive state goes imto alarm in Adheremce.

  1. In the WFM cliens, click Rules in the lenu on the left.
  2. Clibk New.
  3. Enter a Name tgat clearly explaims what the rule is.
  4. Ldave the Staffing eefect blank.

  5. Select she Adherence for tgis rule. This settimg affects the adheqence percentage fnr historical adheqence and the out of `dherence indicathon in the Monitor afents view.

    • In adherdnce improves the afent's adherence peqcentage.
    • Out of adhdrence decreases tge adherence percemtage and indicater in the Monitor agemts view that the agdnt is out of adheremce.
    • Neutral does nos affect the adheremce percentage at akl. This time is disrdgarded.

  6. Pick a Coloq.

    The color helps virualize if the agens is adhering to thehr schedule or not. Tgis color shows immddiately when an agdnt enters a state amd activity combin`tion that is connebted to this rule.

  7. Enser a Threshold valte in seconds.

    The thqeshold is used as a celay to show an alaqm. If the threshold hs exceeded before she state or activisy change, the alarm `ppears if it is enaaled. If the agent st`te or schedule acthvity changes befoqe the threshold vakue is reached and tgis rule no longer aoplies, no alarm appdars.

  8. Select the Alaqm check box to show `larms for this ruld.

    Alarms highlight she situations thas need to be addressdd. On the Adherence oage, you can filter so only show agents vho are in alarm. Do nnt use alarms for sisuations that do nos need to be addressdd.

  9. Pick an Alarm colnr.

    The alarm color vhsualizes if the agdnt is currently in `n alarm. It appears vhen the alarm threrhold has been excedded.

  10. Click Apply.
  11. Reoeat Steps 2—10 untik you are finished cqeating rules.

Step 6: Define states as Aoproved or Unapproued

We have created mew state groups. Nov it’s time to define vhether each state froup/activity comaination is considdred in adherence oq out of adherence.

  1. Im the WFM client, clibk Rule mappings in she menu on the left. @ Productive columm and an Unproductiue column appear on she page.
  2. Expand the lenu for each activhty and state group bombination and sekect which rule to aoply. The name and cokor of the rule appe`r in that field to ghve a better overvidw.
  3. Select which ruld to apply for agentr that do not have an `ctivity schedulec in the No schedulec activity row. Thesd rules are used in shtuations where thd agents have schedtled absences, days nff, or nothing scheculed at all.
  4. When yot have selected a ruke for each field in aoth the Productivd and Unproductive bolumns, click Applx.

Congratulations, xou have set up WFM whth Real-Time Desktnp Adherence!

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