User guide

General Information Guide
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Real-time agent information displayed in a familiar user interface
For ease of use, Schedule Adherence resides in the familiar Contact Center client user interface.
Schedule Adherence includes two Contact Center Client monitors that enable supervisors to
monitor agent adherence in real time.
Adherence Detail Grid monitor
The Adherence Detail Grid monitor provides a drill-down view of agent scheduled activities,
expected states, and event totals. It enables you to easily compare expected agent states and
actual agent states in real time. (See Figure 27).
The Adherence Detail Grid monitor displays:
• State (in or out of adherence)
• Expected state and actual state
• Scheduled start and actual start
• Scheduled end
• Current and total out of adherence time
• Shift time
• Out of adherence percent
Figure 27 Adherence Detail Grid monitor