User guide

Schedule Adherence
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Introduction
This section provides an overview of Mitel Schedule Adherence and how it works. For more
information, refer to the following topics:
•Overview
•Features
• Benefits
Overview
Schedule Adherence is an optional application included with the Workforce Scheduling license
that works in conjunction with Contact Center Management and Workforce Scheduling.
Schedule Adherence resides in the Contact Center Client real-time monitors and enables you
to view the real-time state of contact center agents scheduled in Workforce Scheduling.
Schedule Adherence compares the current activities of agents to the configured schedule and
provides alerts in real-time when agents are out of adherence. Agents are considered out of
adherence if they are early or late for their scheduled events or if they are not performing
scheduled activities.
Supervisors need to know what their agents are doing in relation to what has been scheduled.
They need to know how many agents are available to receive incoming contacts, how many
agents are on break, and if the agents on break have activated Make Busy or Do Not Disturb.
With Schedule Adherence, supervisors can quickly identify instances of non-adherence and
take corrective actions.
Workforce Scheduling creates daily schedules for your contact center by assigning shifts,
breaks, lunches, and jobs to each employee in your business. Schedule Adherence builds
adherence parameters from scheduled events including the start and end of shifts, breaks,
lunches, and jobs and associates them to ACD contact center events. For example, Schedule
Adherence can associate an agent’s start of shift event to a login event on the phone set.
Features
Schedule Adherence includes the following features:
• Real-time agent information displayed in a familiar user interface
• Adherence Detail Grid monitor
• Adherence Timebars monitor
• Adherence reports
• Customizable adherence alarms