Schedule Adherence
Workforce monitoring
Supervisors need to know what their agents are doing in relation to what is scheduled so they can quickly identify instances of non-adherence and respond before service levels are sacrificed. At a glance, they need to know how many agents are available to receive incoming contacts, how many agents are on break, and if the agents on break have activated make busy or do not disturb.
The solution The Schedule Adherence offering is an add-on application to Contact Center Scheduling. Using Schedule Adherence and Contact Center Scheduling enables you to
¨        Create daily schedules for your contact center by assigning shifts, breaks, lunches and jobs to each agent in your business with Contact Center Scheduling ¨        Build adherence parameters from scheduled events including start of shift, breaks, lunches, jobs and end of shift, and associate them to ACD contact center events with Schedule Adherence. For example, Schedule Adherence can associate an agent’s start of shift to a "Login" event on the phone set
Contact center benefits With Schedule Adherence you can ensure agents are performing their on-phone and off-phone duties as scheduled in Contact Center Scheduling. Schedule Adherence tells you in an instant ¨        What percentage of agents have adhered to their scheduled tasks so far today ¨        Which agents are not adhering to the schedule ¨        Which agent has been out of adherence for the longest time ¨        If your agents are in the right queues at the right times ¨        The average adherence percentage for the group