Adherence tool

Perfect schedules can be created for your contact center, but if the agents do not adhere to those schedules, your customers will not receive the service they expect. The Adherence tool provides views for you to both review the current adherence situation and to analyze what the adherence has looked like earlier today or for any day in the past month, both on team and agent level.

Video Overview: Adherence Basics (length 10:02)

If an agent's adherence score is not correct, there are possibilities to adjust it. You can approve an occurrence where the agent was out of adherence. By approving it, that time is counted as in adherence when calculating the adherence score. If there are technical issues, for example a big power failure, causing adherence scores to be unreliable, you can set all agents' adherence to neutral for a selected time period.

Functionality

Monitor adherence on team level
Monitor agent adherence
Review historical adherence for a team
Review detailed historical adherence
Adjust adherence to neutral
Track when agents are late
Create skill groups
About historical adherence