Adherence

This screen allows you to generate a report based on adherences and goal statuses. For instance, review the percentage of time agents were in adherence and also their goal status according to specific criteria. The filter region is where specific criteria is selected and applied to generate the Adherence report.

NOTE: For detailed information about the chart, see Chart Descriptions.

What do you want to do?

Tasks in this Topic Include:

Related Tasks:

Adherence Report

Access Adherence

  1. Select Metrics from the left-navigation menu.
  2. Select Performance.
  3. Select Adherence.

Select Report Parameters

Select the report parameters for the desired report as follows:

Target Resource - Workgroup

  1. Select Workgroup from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific workgroup from the drop-down menu to the right of the Active after: date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: To clear all fields, click the Reset button

Target Resource - Site

  1. Select Site from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific site from the drop-down menu to the right of the Active after: date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: To clear all fields, click the Reset button.

Target Resource - Skill Team

  1. Select SkillTeam from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific SkillTeam from the drop-down menu to the right of the Active after: date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Click Apply.
NOTE: To clear all fields, click the Reset button

Target Resource - Supervisor

  1. Select Supervisor from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific Supervisor from the drop-down menu to the right of the Active after:date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: To clear all fields, click the Reset button.

Target Resource - Agent

  1. Select Agent from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific workgroup from the drop-down menu to the right of the Active after: date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: To clear all fields, click the Reset button.

Target Resource - Employee Team

  1. Select Employee Team from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific workgroup from the drop-down menu to the right of the Active after: date.
  4. elect the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: To clear all fields, click the Reset button.

Viewing Reports

The report selected is displayed:

NOTE: Use the view options to review different levels of detail.
  • Select the Summary View radio button to review the summarized adherence details.
  • Select the Detailed View radio button to review adherence details by Supervisor and Agent.

Chart Descriptions

The following descriptions are provided for additional information.

Column

Description

% Time in Adherence

Shows the actual value for % Time in Adherence

Goal

Indicates the goal

Status

Displays a colored icon or cell, based on actual vs. goal (see logic described in section Metrics Common Components)

Non-Adherence Cost

Represents the cost of non-adherence calculated as (total cost for the specific resource) *(value represented in the previous column as total)

Export Charts and Reports

Select the CSV, Excel, PDF, Print, or Email link from the charting region.

 

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