Troubleshoot missing or inaccurate WFM adherence data

Problem Things to check

Newly added real time adherence states do not appear.

  • There must be at least one agent with an external logon. For an external logon to populate, an agent must log on and take a contact in the ACD platform. The external logon will then populate overnight in the People module. External logons are populated through the historical integration.

  • After attaching an external logon, an agent must use the state for it to appear in the state groups in the Options module. If the agent only uses 3 out of 10 states, only 3 states will appear. Check state groups and states in Options.

  • There must be one state group marked as the default state group and one state group marked as the default logout state group.

    • The default state group is the state group where all the new unmapped states fall under. Right-click on the state group to assign one of the default state groups. The default state group will appear in bold text.

    • The logout state group is the state group when agents are logged out. There is a “CCC Logged out” state by default. You can map your own ACD state to the existing category. Right-click a state group to make it the logout state group. The logout state will have “Use for log out” after the state group name.
I am seeing discrepancies in adherence scores.

  • Ready time adherence and real time adherence are two different calculations populated by different feeds.

    • Ready time is based on Agent Statistics Report. The ready time adherence calculation is scheduled ready-time - Deviation) ÷ Scheduled ready-time.

    • Real time adherence is based on adherence mapping in the Client. The real time adherence calculation is the total time in adherence/(total working time - total neutral periods) * 100.

Late for work is not working correctly.

  • Check that the logged out state is toggled as the "default logged out state".

  • Go to Web > Adherence > Monitor organization and click the gear wheel in the upper-right corner. Then, view the activities that are tracked for late for work. By default, if nothing has been modified, nothing will be checked or selected in the late for work tracking configuration. It will just track from the first scheduled activity to when the agent logs into their ACD and switches states from the logged-out state. For further information, see Track when agents are late.

  1. Verify that the agent has the correct external logon(s) mapped in Client > People > Person Periods.

  2. Check that the state mapping is correct. You might have mistakenly placed a state in the incorrect state group in Client > Options > Real Time Adherence > State Groups and States.

The adherence percentage will update if there was a schedule or rule change within the last 30 days.

NOTE    The WFM standard report will not update with a historical rule change.

An activity will only appear if there is a state or rule change during the time that activity was scheduled.

No, real time adherence data cannot be recovered if the data connection is lost.

The alarm time is cumulative. If an agent switches from one rule that is in alarm, the alarm timer will not reset.

EXAMPLE   The alarm threshold is set to 500 seconds for out of adherence. An agent is scheduled for phone work but goes into lunch for 300 seconds, then goes into break for 200 seconds (both out of adherence and in alarm). The agent will reach the alarm threshold after they are in the "break" state for only 200 seconds even though the alarm threshold is set to 500 seconds. This is because the prior state of lunch was also considered as in alarm.