Real-Time Schedule Adherence

Real-Time agent adherence is available in a new table called Agent Schedule Adherence. You can select this table from both the Real-Time metrics landing page or within an existing report. This table has the same functionality as an existing Agents table with the following additions

Real-Time Agent Adherence Status

• This will indicate whether an agent is adherent or non-adherent in near real-time. For a definition of schedule adherence, see Schedule Adherence.

Scheduled Status

• This will indicate whether an agent is scheduled to be in productive time or non-productive time. If an agent is not scheduled, it will show as blank.

Agent Adherence Duration

• The amount of time an agent has currently been adherent or non-adherent. When an agent changes between non-adherent or adherent, this value will reset, as it represents the current amount of time.

Agent Adherence Percentage

• The percentage of time an agent has been adherent to their schedule. For a definition of agent adherence percentage, see Historical Schedule Adherence.