User guide

General Information Guide
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Benefits
The following are some of the benefits of Schedule Adherence:
• Schedule Adherence helps ensure agents are in the right queues performing the right tasks.
• Schedule Adherence enables supervisors to quickly answer the following questions:
• Which agents are not adhering to schedules?
• Which agents are not working efficiently?
• What is the real-time voice status of agents?
• Which agent has been out of adherence the longest?
• Schedule Adherence helps supervisors evaluate service levels and resource allocation:
• Determine if the Service Level is decreasing due to out of adherence agents.
• Take corrective action with agents who are out of adherence.
• Review events that precede instances where agents are out of adherence.
• Score agents and provide them with feedback.