The Adherence window provides details about how effectively you have followed a designated schedule. The following two key indicators are used to calculate your adherence percentage:

  • Scheduled Time: This is the time that scheduled activities, such as answering calls, responding to emails, and other tasks are expected to be carried out.
  • Actual Time: This is the time that is actually spent carrying out designated tasks.

A higher percentage indicates better adherence to the schedule and proper utilization of the designated time. 

Accessing Adherence Tab

To access the Adherence tab, on the Agent Desktop and click Adherence.

The Adherence screen displays the scheduling adherence and conformance data for a single day and multiple days in different tabs. Single-day data is further divided into hourly information.  

Click to search using specific filter criteria. You can specify the Date Range, Time Range, Areas, and Schedules to display the required information.

Multi-Day Tab

By default, the Multi-Day tab is displayed when you click Adherence.

The following information for the days specified in the filter criteria is displayed:

  • Scheduled Time: Total scheduled work time.
  • Actual Time: Total time an agent logs into a desktop and performs work.
  • Active Time: Total of waiting time + Incall time + Wrap up time expressed as HH:MM:SS (Hours:Minutes: Seconds).

  • Time in Adherence: Total time that the agent followed the scheduled time.

  • Adherence %: The value of acceptable agent adherence for the contact center.
  • Occupancy %: The percentage value of agent occupancy for the contact center.
  • Utilization %: The percentage value of agent utilization for the contact center.
  • Conformance %: The percentage value of the agent's conformance for the contact center.
  • Click to view more statistics and click  to view fewer statistics.
  • Click Download Report to download the report in .csv format.

Single Day Hourly Tab

The Single Day Hourly tab provides a graphical representation of the detailed statistics for the selected date and time range. 

The following statistics are displayed in different colors:

  • Scheduled Active
  • Actual Active
  • Time-Off
  • Log-Off
  • Break
  • Lunch
  • Training
  • Meeting
  • Technical Difficulties
  • Other
  • Out of Adherence

Single Day Detail Tab

The Single Day Detail tab displays the scheduled and actual activity times for a specified day. The screen displays Scheduled time/duration, Actual time/duration, Scheduled Activity, Actual Activity, and Description.

Information, such as Scheduled time, Actual time, Active time, Time in adherence, Adherence %, Occupancy %, Utilization %, and Conformance % are also displayed.

Click Download Report to download the report in .csv format.