User guide

Schedule Adherence
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Adherence Timebars monitor
The Adherence Timebars monitor provides a schedule time bar, based on the agent time bar
and event colors configured in Workforce Scheduling, for each agent’s scheduled activities.
(See Figure 28.)
The Adherence Timebars monitor displays adherence to schedule, out-of-adherence alarms,
and the current time. The current time is identified by a green line on the employee timebar
and past events are shaded purple.
Figure 28 Adherence Timebars monitor
Adherence reports
Adherence reports are produced in Microsoft Excel format. Supervisors can use the data in
these reports to coach and provide feedback to agents and to determine agent efficiency levels.
The following reports are available:
• Employee and Employee Group Adherence Trace
• Employee Group Time Out of Adherence by Employee by Day of Week
• Employee Group Time Out of Adherence by Day of Month
• Employee Group Adherence by Period
Customizable adherence alarms
Out-of-adherence alarms alert supervisors to take immediate action to ensure service levels
are not affected. You can set alarms on either the Adherence Timebar monitor or on the
Employee State by Position/Time monitors.
You can define colors to represent tolerance thresholds (in minutes) for adherence parameters.
Timebar events change color to alert you to instances of non-adherence.