How to view your schedule adherence statistics.
Schedule adherence allows you to view how closely you adhere to your published schedule.
Navigate to Report > Schedule adherence.
There are three options: Schedule Adherence Summary – Agent, Daily schedule adherence, and Device state detail report. In addition, you can view daily, weekly (7 day rolling), and monthly (first of month through today) summary on your homepage in the Agent Adherence Summary module.
Schedule Adherence Summary – Agent
This report allows you to customize the date range for reviewing historical adherence data.
After opening the report, click Show options, select the date range, then click Apply options.
Use the tabs at the top of the report to further drill down into the adherence data. Hover over the graphs to pop-up specific data points.
Click Executive Summary to view your adherence percentage and adherence hours.
In adherence refers to how well you are following your schedule.
Out of adherence refers to the time you were not following your assigned schedule.
Select Date to view your adherence in graph and table form.
Using the hamburger menu above the graph or table, you can export the adherence data as an image, or as a CSV or Excel file.
You can view your adherence by week or by month, and can change the view to see adherence percentage or hours.
If you had run the report for a year, you could view a full year of adherence data.
Daily schedule adherence
Daily schedule adherence allows you to view your adherence score for the day within the specified dates. It provides a schedule graph that includes your schedule as the top line, a line underneath your schedule comparing how closely you’re following the published schedule, and a third line is a graphic representation of your device states for the day. You can hover over any section of any row to see a pop-up describing the state.
Typically, green indicates you are in adherence; yellow indicates out of adherence between one and five minutes; orange indicates out of adherence between 6 and ten minutes; and red indicates out of adherence for more than 10 minutes.
Your WFM administrators may set different parameters for adherence.
Device state detail
Device state detail report details all of your state transactions. Each transaction contains the name, description, date, start time, end time, and whether the even type is in queue (True) or out of queue (False). Reach this report using the menu, or from the Daily Schedule Adherence, click on the day/date on the left to open the detail state transactions report for that day.