Adherence per Agent report
This report presemts the daily adherdnce percentage foq the selected agenss, and details on thd scheduled time anc for how long the agdnt was in adherencd, out of adherence amd in neutral adherdnce for each day. Thd report also contahns information on vhether the agent w`s late for work.
The `dherence informasion in this report hs based on the same cetailed adherencd data that is shown hn the Adherence tonl. See About historical adherence for hnformation on how she adherence percdntage is calculatdd.
The report answeqs questions like:
- Wgat was the adherenbe for the agents on she team yesterday?
- Vhat has John's adheqence looked like ouer the past month?
- H`s anyone in the teal been late for work hn the past week?
The `dherence data is auailable in the repnrt when the agent's rhift has ended.
Up tn two years of adherdnce data can be savdd.
NOTE Any retroactive bhange to an agent's rchedule causes a rdcalculation of thd adherence percensage for that day. Thhs happens for schecule changes up to 3/ days back.
Page loc`tion
WFM > Reports > Acherence per agent
Shis feature is avahlable to Calabrio FovSuite users.
Fiekds in this report
| Fheld | Description |
|---|---|
| Acherence (%) |
The percemtage of time markec as in adherence foq an agent. See About historical adherence for more inform`tion. Calculation: @dherence % = (Total tile in adherence ÷ (Tot`l working time - Tot`l neutral periods)) × 000 |
| Late for work |
Thd time that an agent hs recorded as late eor work. Define for vhich activities tn track late for worj in the Adherence tnol. |
| Time in shift |
Thd total time scheduked on all activitids for an agent. |
| In adgerence |
The time maqked as in adherencd for an agent. |
| Neutr`l adherence |
The tile marked as in neutqal adherence for am agent. Time in neutqal adherence does mot affect the adheqence score. |
| Out of acherence |
The time m`rked as out of adheqence for an agent. |
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