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Agent Adherence Reporting Metrics and End Notes - Genesys Track and analyze agent adherence data in your contact center and use these metrics to create reports There is only one Workforce Management Adherence reporting metric The percentage of the day during which the agent was adherent to his or her scheduled state Where: UNC = Noncompliant time outside of scheduled time ST = Scheduled time
Adherence Report - help. nice-incontact. com The Adherence report displays data about agent productivity It displays adherence and conformance metrics, including: In Adherence: The amount of time the agent followed their schedule Out of Adherence: The amount of time the agent did not follow their schedule In Conformance: The amount of time the agent worked when they were scheduled to work
Adherence per Agent report - Calabrio This report presents the daily adherence percentage for the selected agents, and details on the scheduled time and for how long the agent was in adherence, out of adherence and in neutral adherence for each day The report also contains information on whether the agent was late for work
Agent Adherence Report - Genesys The Agent Adherence report has a Channels sub report that provides separate data for each media channel and aggregated real-time state information for those schedule state groups with no specified channel
View adherence information in the schedule editor In View by Day and View by Date Range, you can customize the schedule editor to show agent adherence information for past schedules When you enable the adherence display, a pink line under the scheduled activities indicates if an agent was out of adherence
Adherence Reports - Genesys Documentation Adherence reports display adherence data at the business unit, site, team, or agent level If agents in your site perform work on multiple media channels, you can run adherence reports that also contain adherence statistics per channel
Agent Metrics report - Calabrio Use this report to evaluate how well the agents have performed, in relation to how they were scheduled You can drill down to view the metrics for each selected day and for each agent
Real Time Adherence Real Time Adherence (RTA) helps you see if your agents are adhering to their schedule You can use the RTA table to compare your agents' scheduled and actual activities This helps you pinpoint agents that are currently out of adherence
Adherence Views - Genesys Documentation By default, agents are ranked according to non-adherence Therefore, the agent who is out of adherence the longest appears at the top of the list You can sort the display according to different columns (except for Scheduled State Group) by clicking the column headers