Contact Center Adherence
Adherence tells you whether contact center agents are doing what their published schedule says: taking calls when they should, and breaks and meetings when those are scheduled. The real-time board shows every agent now, and each worker's day shows their adherence and conformance once it is over.
| Menu | Workforce > Contact Center Agents; Workforce > Adherence > Real-time, Exceptions, Rule Sets |
| Permission | Manage workers; View adherence; Manage adherence rules and exceptions |
| Feature | Workforce for Contact Center, Contact Center Sign-in Punches, Workforce Adherence |
What you see depends on your role. If the menu, a button or a setting on this page is missing, ask your administrator to give you the permission listed above or to turn on the feature. Only administrators can turn features on and change site settings.
Give every agent a worker
An agent is scheduled, takes time off and is paid as a worker. A new agent gets a worker when it is added. For agents that existed before:
- Go to Workforce > Contact Center Agents. Agents without a worker come first.
- Choose the team for the new workers, then Create workers.
An agent and a worker are linked through their user account, so a worker who already has the agent's user is used as is.
Clock agents in when they sign in
With Contact Center Sign-in Punches turned on, an agent who signs in to the contact center is clocked in, and clocked out when they sign out. A worker who already clocked in another way, such as from My Work, isn't clocked in again, and signing out of the contact center doesn't clock them out. The team's time clock policy must allow punches from the contact center.
Watch the real-time board
Go to Workforce > Adherence > Real-time. Each agent in the teams you manage shows:
- what their schedule has them doing now, and next;
- their contact center state, and for how long;
- In adherence, or Out with the minutes out. A red card is out longer than the alert time.
The board refreshes every five seconds. Pick a team to see only that team and its sub-teams. Select a name to see the worker's day.
An agent out of adherence longer than the alert time starts the Agent Out Of Adherence workflow event once, so a workflow can message the team lead.
See a worker's day
The day shows adherence (the share of scheduled time in adherence), conformance (the hours worked against the scheduled work), the scheduled hours and the hours covered by exceptions, then a timeline and each stretch of the day: green in adherence, red out, grey covered by an exception. Times are in the worker's time zone.
A day is saved each hour after it ends. Before that, the page works it out from the schedule and the agent's states. Choose Save, or Compute again after adding an exception.
Agents see their own days
With the My Work portal on, an agent who has saved days has Adherence in the My Work menu. It lists their latest 14 scheduled days, newest first, with their adherence, conformance and the minutes they were out of adherence, so they can see the same numbers their supervisor does.
Record an exception
Some time shouldn't count against an agent, such as coaching or a phone outage.
- Select Add exception on the board, a worker's day or Workforce > Adherence > Exceptions.
- Choose the worker, the day and the times, in the worker's time zone, and the reason.
- Select Add. Compute the worker's day again if it is already saved.
Set the rules
Go to Workforce > Adherence > Rule Sets and choose Add rule set. Name it and choose its teams; their sub-teams use it too. For each activity:
| Field | What it does |
|---|---|
| States | The contact center states that are in adherence. |
| Reasons | Optional. The state must have one of these reasons, such as Meal for a break. |
| Start grace | How long the agent may still be in the previous activity. |
| End grace | How long before the end the agent may already be in the next activity. |
| Shortest slip | Time out shorter than this is forgiven. |
| Alert after | How long out of adherence before an alert. |
A team without a rule set uses the defaults: work is available, offered work, busy or wrap-up; breaks and meals are a break; meetings and training are their own states; two minutes of grace; alerts after five minutes.
Reports
In Reports > Report Builder, the Workforce data source has Adherence days and Adherence segments. An AI profile with the Who's out of adherence tool can tell supervisors who's out of adherence now in their teams.