Schedule Adherence is the degree to which agents stick to their schedules and is measured as a percentage. Adherence is important for ensuring smooth transitions between shifts. 

Adherence Filter

Use the filter feature to narrow your event search and find scheduled events quickly and easily. To filter events:

  1. Click Adherence Filter.
  2. In the Skills tab select the Agent skills for which you would like to search.
  3. In the Scheduled State tab select the Agent Schedule Activity for which you would like to search.
  4. In the Current State tab select the Agent’s Current Activity for which you would like to search.
  5. In the Adherence tab select the Adherence type you would like to search for.
    Note: To search all Agent Skills, Schedule States, Current States, and Adherence click Select All in all four tabs. To deselect all Agent Skills, Schedule States, Current States, and Adherence, click Clear All in all tabs.
     Click Save. when done.

Adherence View

Adherence status for all Agents will be displayed in the Adherence View tab.

The Adherence View displays real-time information on whether an agent is adherent, non-adherent, or severely non-adherent. Agents’ Adherence level is indicated by three different colors:

  • Green – Indicates Agents are Adherent. If Agents are adherent they are working the amount of time they are scheduled to work. For example, if an Agent is logged in from 7:00 AM to 10:00 AM and is supposed to be logged in at that time, the Agent is being Adherent, and therefore the Agent line in the tab would be green in color.
  • Yellow – Indicates Agents are Non-Adherent. If Agents are non-adherent they are working the most of the time they are scheduled to work, but are slightly off schedule. For example, if an Agent logs in at 7:15 AM, but should be logged in at 7:00 AM, the Agent is being Non-Adherent, because he is starting outside of his scheduled shift time, therefore the Agent line in the tab would be yellow in color.
  • Red – Indicates Agents are Severely Non-Adherent. If Agents are severely non-adherent they are not working the amount of time they are scheduled to work. For example, if an Agent is supposed to be logged in at 7:00 AM, but does not log in all day, the Agent is being Severely Non-Adherent, and therefore the Agent line in the tab would be red in color.

Note: All Agents scheduled for the day will appear in the Adherence View tab.