Review historical adherence for a team

Review the agents' historical adherence for up to 30 days back.

The color of the days in the historical overview indicate the adherence value. The lower the adherence value, the darker the color. This makes it easier to find the low adherence days which might require you to act. To have a closer look at a day, click that day for that agent to open the detailed adherence view.

The historical adherence overview highlights any occurrences where agents have been late for work. It states the number of days that the agent has been late and the total number of minutes that they have been late.

NOTE   The adherence in the historical overview is calculated on a very detailed level. It will not completely match the ready time adherence shown in the Ready time adherence reports, as the ready time adherence is calculated on interval level.

Prerequisites

  • You have the Web > Adherence > Historical overview permission.
  • State groups are created.
  • Rules are created.
  • Rules are selected for each activity and state group combination.
  • The agents are connected to an external logon.
  • To follow up on when agents are late for work, it is defined for which activities to track when agents are late.

Page location

WFM > Adherence > Historical overview

Procedures

Select sites or teams to review adherence for

  1. Click Select sites/teams and select the check boxes for the sites and teams to review.
  2. Click Close to show the selected teams.
  3. Click a team to expand it and show the agents' adherence values.

Review agent adherence

The historical overview shows the adherence information for the last 7 days by default. Click Show 30 days to extend the period and review adherence values for the last 30 days.

The adherence percentage is the percentage of the agent's shift that they were adhering to their schedule. An agent is considered to adhere to their schedule if they are in a state and activity combination that is set as In adherence. Periods where the agent is in a state and activity combination that is set as Neutral are disregarded when calculating the adherence percentage.

The adherence for absences is controlled by the rule defined for time with no scheduled activity. Use that rule to if you want to consider absence time as neutral, to not affect the adherence percentage on day or period level.

EXAMPLE   

An agent has worked a 7-hour shift.

  • 4 hours were in a state and activity combination considered as In adherence.
  • 1 hour was in a state and activity combination considered as Out of adherence.
  • 2 hours were in a state and activity combination considered as Neutral.

The agent's adherence percentage for this day is 80%.

The adherence percentage displayed in the Adherence column is the calculated adherence value for the selected period, 7 or 30 days. It is calculated based on the adherence for all scheduled time during that period. This means that the adherence percentage for a day with a long shift has a larger impact on the period adherence than the adherence percentage for a day with a short shift.

The adherence percentage shown for each day is based on the agent's time zone. For overnight shifts, the adherence percentage for the full shift is displayed on the day the shift starts.

Click the adherence percentage for any agent and day to open the detailed adherence view for that day and agent.

NOTE   If the time that the agent was out of adherence is later approved as in adherence, the adherence percentage is recalculated to adjust for that. This also happens if adherence is adjusted for all agents for a certain time period. The adherence percentage is not updated based on schedule changes that are done when that time has already passed.

Review when agents have been late for work

If an agent has been late for work this is highlighted in the Late for work column. The information states the number of days that the agent has been late during the selected period and the total number of minutes that the agent has been late.

EXAMPLE   The agent was 10 minutes late one day and 5 minutes late another day. The number of days is 2 and the total number of minutes is 15.

The days that the agent was late are highlighted in the overview. Click the day that they were late to open the detailed adherence view for more information.

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