Monitor schedule adherence of your agents
Evaluate whether or not your agents are adhering to their assigned schedules. Look for areas where agent activities that do not offer much value can be reduced or eliminated and fine-tune your staffing levels requirements based on their adherence.
Before you begin
About this task
- A high adherence rate indicates that agents are sticking to their schedules and resolving work items as expected. Low adherence rates indicate that you may want to analyze the processes or decisions and tweak them to manage your teams' schedule efficiently. The numbers are highlighted in red for non-adherent agents.
- Schedule adherence and conformance calculations are based on the formulas to
calculate schedule adherence and conformance and also the agents' actual and
planned work timings. The following are the default formulas that are used
to calculate adherence and conformance for agents. However, your
administrator can customize the Schedule adherence extension points to
configure the formulas as required. Components and formulas used in schedule adherence:
- The Agent Time Work Event Trigger business rule generates clock-in and clock-out events anytime there's a change in agent's presence state. The shift_planning_clock-in and shift_planning_clock-out scripts generate the agents' clock-in and clock-out events from the login and logout sessions.
- Formulas:
- Schedule adherence is calculated as
(Minutes worked in shift/Scheduled shift time in minutes + Overtime). - Conformance is calculated as
(Minutes worked in shift + Overtime)/Scheduled shift time in minutes.
- Schedule adherence is calculated as
Procedure
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Click the Schedule icon (
).
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Monitor the schedule adherence of your agents.
To Do this View schedule adherence at organization or team level Click the Schedule Adherence tab. The bar displays the schedule adherence and conformance in percentage for your teams. Click on the bar chart to drill down and view more analytics.
Analyze planned vs actual scheduling for your team members - Click the Team Calendar tab.
- Select a date on the calendar.
- Click on the bar that represents the agent's actual time worked to view the summary.
Note:The clock-in and clock-out timings are the actual work timings of your agents. The events are generated based on the agent's login, logout actions, and presence state. If an agent forgets to clock-out, the system automatically generates the clock-out event after 60 min, by default. However, your administrator can change it the using Default threshold time for clock-out event generation (in Minutes) .Example: A clock-in event gets generated when an agent logs in or changes the presence status to Available. Similarly, a clock-out event gets generated when an agent logs out of the system or changes the presence status to either Offline or Break. If an agent fails to clock-out even after 60 min of the shift end time, the system automatically generates the clock-out event.
The image below shows an example of how well the team members are adhering to their work schedules. The bar colors are represented as follows:- Blue—planned work shift
- Gray—agent not available
- Green—agent is available
- Purple—agent clock-in-time
- Red—agent clock-out-time