Track when agents are late

It is possible to track when agents are late for work. Select for which activities to track if they are late to log in for their shift.

The late for work calculation is done from the start of the first activity that you have selected to track and to the moment the agent enters a logged-in state in the CTI platform. Late arrival is not tracked for scheduled absences .

Follow up on the late for work information in the historical overview or the detailed historical adherence view. The number of days and the total number of minutes that the agent was late is shown in the historical overview. In the detailed historical adherence view, the time the agent logged in is shown in the shift with the number of minutes that the agent was late.

NOTE   If the late for work settings never have been changed, late for work is tracked for all activities even though the check boxes are not shown as selected. If a selection has been made and then all check boxes are cleared again, late for work is not tracked for any activities.

Prerequisites

  • You have the Web > Adherence permission.
  • You have the Options > Manage real-time adherence permission.
  • Activities are created.

Page location

WFM > Adherence > Monitor organization

Procedures

Select for which activities to track late for work

  1. Click Configuration in the top right corner.
  2. Select the check boxes for all activities that you want to track if agents are late. Normally, select the activities where you expect the agent to be logged in to the CTI platform.
  3. Click Save.

Related topics