Schedule Adherence Benefits
Read on to find out about the benefits of Schedule Adherence in agent shift adherence and management tools.
FEATURE	DESCRIPTION	BENEFIT
Agent shift adherence	By ACD state Compare each agent’s daily shift to their current ACD state to determine adherence to schedule.	You can see at a glance if agents are adhering to their scheduled shift parameters and determine if service levels are decreasing, enabling you to take immediate action.
	By scheduled off-phone tasks You can define on phone or off phone work in Contact Center Scheduling. You can then define adherence parameters for job types and monitor adherence to paperwork, meetings, training, outbound calling, and more.	You can quickly view agent adherence to assigned tasks and inform agents of their non-adherence.
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FEATURE	DESCRIPTION	BENEFIT
Management tools	Real-time agent display Schedule Adherence displays each agent's name, current state and shift events in a single view.	You can see each agent’s current state at a glance.
	Historical schedule adherence You can view historical schedules and shifts at your own pace in simulated real time. You can view each agent’s workflow and how in/out of adherence time accumulated.	Enables you to analyze past events and determine when and why agents did not adhere to their shift parameters. Training can be provided to avoid similar shift problems in the future.
	Customizable alarms You can define threshold alarms for adherence parameters based on tolerance levels. Time bar events change color to alert you to instances of non-adherence.	You are notified immediately of instances of non-adherence that may result in reduced service to customers and can take corrective action.     ^ back to the top
	Percentage adherence for the shift Schedule Adherence displays a data grid outlining the percentage of time each agent or agent group is in adherence over the course of their shift.	You can track and provide feedback on the performance and shift adherence of individual agents or agent groups, and ensure agents adhere to their shifts and meet performance standards while on the job.
	Filtering When viewing an agent group, you can sort agents by the length of time they have been out of adherence or view a subset of agents.	You can sort the view to identify agents who have accumulated the most out of adherence time.
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