Adjust adherence to neutral

Adjust the logged adherence to neutral for periods when the it is unreliable, for example because of technical issues. When you adjust the logged adherence to neutral, this is done for all agents across the business unit.

Neutral adherence means this time period is not considered when calculating the adherence percentage.

EXAMPLE   Agents are scheduled from 08:00 to 17:00. There are technical issues during 08:00 to 10:00 causing agents to show as out of adherence. Managers choose to adjust adherence to neutral for this time period. The agents' adherence for the day is calculated based on their work during the rest of the shift, from 10:00 to 17:00.

NOTE   There is also a possibility to approve any logged out of adherence as in adherence for an individual agent. See Review detailed historical adherence for more information.

Prerequisites

  • You have the Web > Adherence permission and the underlying permissions Adjust to neutral and Historical overview.

Page location

WFM > Adherence > Historical overview > Adjust adherence

Procedures

Adjust adherence to neutral for all agents

  1. Click Add period.
  2. Select a start day and start time and an end date and end time.
  3. Confirm that the time period, written in bold above the calendars, is correct.
  4. Click Adjust to neutral. The adjusted period is listed below the calendar with information on when it was done and by which user.

NOTE   In the detailed historical adherence for an agent, any adherence that has been adjusted to neutral is shown in dark blue in the shift.

Remove an adjusted adherence period

  • In the list of adjusted periods, click Remove for the period you want to remove the adjustment for.

    The adjusted adherence is removed, and the affected adherence percentages are changed back to what they were before adding the neutral period.

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