Agent Adherence Help

The Agent Schedule Adherence dashboard displays the scheduling adherence and conformance data for a single day and multiple days. A single day data is further divided into summary and hourly. You can use this dashboard to ensure that the contact center agents are working efficiently within their set schedules.

1. Click the required tab:
   • Multi-Day
   • Single Day Hourly
   • Single Day Details
   • Thresholds
2. Set the following input filter criteria:
   • Date Range: Type in the date or click the date icon and select the date. For Multi-Day, select the Date Range. You can select a date range of up to a month.
   • Time Range: Click the clock icon and select the time range.
   • Agents: Select the required agents.
   • Agent Teams: Select the required agent teams.
   • Shifts: Select the required shifts.
   • Call Centers: Select the required call centers.
   • Areas: Select the required area. It is a unique parameter for a shift that helps define work function, location, or any other specific aspect of the shift that does not fall within the standard parameters of the shift definition.
3. Click Apply to apply the criteria.
   • All the three tabs in the dashboard display the following information in common:
     • Adherence %: The amount of time an agent worked and how that time aligns with the scheduled time. The time worked includes call time, after-call wrap, and scheduled activities such as meetings and training. It is the most important metric and can have a greater negative impact to contact centers. The percentage calculation works as below:
       Adherence % = (minutes in adherence/total scheduled minutes) x 100
     • Occupancy %: The amount of time an agent spends on call handling activities in the ready state from the available time. The percentage calculation works as below:
       Occupancy % = (time in ready/total available time) x 100
     • Utilization %: The amount of time an agent spends on call handling activities in the ready state from the scheduled time. The percentage calculation works as below:
       Utilization % = (time in ready/total scheduled time) x 100
     • Conformance %: The amount of total working time from the scheduled time. The percentage calculation works as below:
       Conformance % = (working minutes/scheduled minutes) x 100

   • Each of the tabs displays the following additional agent statistics:

     • Multi-Day
       
       • 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 of agent adherence to the scheduled time

     • Single Day Hourly
       Displays the graphical representation of scheduled and actual time with different colors for each of the following statistics:
       • Scheduled Active
       • Scheduled Break
       • Actual Active
       • Actual Break
       • Out of Adherence
     • Single Day Detail
       • Scheduled time
       • Actual time
       • Duration
       • Scheduled Activity
       • Actual Activity
       • Description