Review detailed historical adherence

Review the detailed historical adherence for an agent. This view provides a view of the full shift, with information on all periods when the agent was out of adherence. The calculated adherence percentage for the day is shown in the top left corner.

The detailed adherence view displays the shift including one hour before the shift start and one hour after the shift end. Any states that are registered before or after the shift do not affect the agent's adherence score.

A dark red horizontal line through the shift indicates that the agent has been out of adherence for that time. If the agent is considered out of adherence or not is based on the settings for the rule which is connected to the state and activity combination that the agent is in.

Approving out of adherence

The adherence percentage, the out of adherence line and the activities in the activity table will not be updated based on schedule changes that are done when that time has already passed.

If the agent had valid reasons to be out of adherence, it can be approved as in adherence. That triggers a recalculation of the adherence percentage and adjusts the out of adherence line. Similarly, if there are technical issues that cause the adherence values to be unreliable, neutral adherence can be set for all agents for this time period. The adherence percentage is then recalculated in relation to that and the dark red out of adherence line is replaced with a dark blue line to indicate that adherence values have been adjusted to be neutral.

Late for work

The detailed adherence view shows if the agent was late for work. If the agent logged in to the CTI platform after the shift started, this is highlighted with a vertical line through the shift. The number of minutes that the agent was late is displayed.

The late for work functionality only applies to the start of the shift and for selected activities. The calculation is done from the start of the first activity for which tracking of late for work is turned on to moment the agent enters a logged-in state.

There is a one-minute threshold for registering late for work. This means an agent will not be shown as late for work if they log in 30 seconds late.

Prerequisites

  • You have the Web > Adherence permission.
  • To approve periods when the agent was out of adherence as in adherence, you must have the Web > Adherence > Approve permission.
  • State groups are created.
  • Rules are created.
  • Rules are defined for each activity and state group combination.
  • The agents are connected to an external logon.

Page location

WFM > Adherence

Procedures

Access detailed historical adherence for an agent

There are two ways to access the detailed historical adherence.

  • In the Monitor agents view, click the Historical adherence button for the agent whose adherence you want to have a closer look at.
  • In the Historical overview, click the adherence percentage for the day and agent you want to see more details for.

Review an agent's historical adherence

The detailed historical adherence view displays the agent's whole shift. A dark red, horizontal line indicates the periods when the agent was out of adherence. The total adherence percentage for the day is shown in the top left corner. If you are looking at an ongoing shift, the adherence percentage shows the adherence value up until now.

If the agent was late for work, the arrival time is indicated by a vertical orange line in the shift. The number of minutes that the agent was late is displayed.

To review the adherence information, expand the activity that you want to explore in the list of activities. When expanding an activity, you'll see a row for each state change during that activity. It displays the exact time for the state change, the duration, the rule that applies for this activity and state combination and if the agent was in or out of adherence.

NOTE   The list of activities only contains activities where either the state or the rule change at least once.

You can also use the diamonds below the shift to further explore the adherence information. The diamonds represent all rule changes. Click a diamond to highlight the row for that rule change in the activity table and see the details.

The detailed historical adherence is available for today and 30 days back. Use the arrows in the top right corner to navigate between days.

Approve an occurrence where the agent was out of adherence as in adherence

  1. Click the out of adherence section that you want to approve in the Recorded adherence row below the shift.

    A list of all recorded out of adherence occurrences for today are shown in the Recorded adherence table below, with their start and end time. The start and end time of the currently selected occurrence is shown to the right.

  2. Adjust the start and end time to the time period that you want to approve.

    The green section in the Approved as in adherence row below the shift is adjusted to match the new start and end time.

  3. Click Approve as in adherence.

    • The green section in the approved as in adherence row turns a darker green to indicate that it is approved.
    • The out of adherence line in the shift is removed for the approved time period.
    • The adherence percentage is recalculated.
    • The time period is added in the Approved as in adherence table.

NOTE   The adherence percentage in the Historical overview is adjusted when you approve an occurrence of out of adherence as in adherence, and this is reflected in the Adherence per Agent report. The ready time adherence reports are not affected as they are based on ready time adherence.

Remove a previous approval of an out of adherence occurrence

  1. Click to show the list of occurrences that are Approved as in adherence, below the shift.
  2. Click Remove for the period where you want to remove the approval. The adherence percentage is once again recalculated and the out of adherence line added to the shift again.

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