The attached guide is an overview of the feature capabilities of the Automated Schedule Attendance Monitor.
Automated Schedule Attendance Monitor (ASAM)
Most contact centers have a defined call-in process for reporting unplanned time off (“call-outs”) and tardies. The Automated Schedule Attendance Monitor streamlines, unifies, and automates the process with a tightly integrated feature set.
Three primary components comprise the Attendance Monitor suite.
- Attendance monitor homepage component
- Agent attendance report
- Arrival detail console
Attendance Monitor Configuration
The ASAM is a home page component that allows you to easily identify the arrival of agents by user-defined time slots. Summaries enable at-a-glance reporting of unplanned PTO and reported tardies with 1-click drill-down to view the details.
For example, all agents have checked-in as one of the five categories at the 7:00am interval. Some, but not all agents have checked in for the 8:00am interval, and no one has checked in for 9:00am yet.
To configure the ASAM, click the pencil/edit icon.
Attendance Monitor Summary View
Not everyone requires the ability to launch and manage the Arrival Detail Console. You have the option to only view summary data for their selected Team, Group, or Activities.
Clicking any of the summary boxes in the full view or summary view shows attendance details for the agents.
Context sensitive icons allow you to quickly check an agent in (if not checked in), send a message, view their schedule, or edit the event.
Clicking on an agent’s picture will open their checkin details for the week.
Agent Attendance Report
The Agent attendance report (Attendance Log) is available via the agent profile and can be launched from numerous screens for Supervisors and Schedulers.
Schedule Arrival Detail Console
To open the console, click on a time in the ASAM module.
The schedule arrival detail console displays expected arrivals by selected time slot. You can allow the system to automatically check agents in using phone state data, or you can manually check-in agents who may not log in to a phone. Additionally, 3rd party check-in data may be integrated from an external source such as a time clock.
Tiles for unplanned time off and tardies allow you to drag an agent’s tile to the appropriate bucket to apply an exception. Background services allow you to automatically apply a tardy exception to agents who are late more than the configured late threshold. Each agent tile has handy pop-out controls to directly message agents, access their agent profile, view their schedule, or their check-in report.
Mobile App Integration
The Community Everywhere app allows agents to report unplanned time off and tardies. Notifications by agents through the mobile application automatically flag their profiles for follow-up in the Arrival Detail Console. You can configure agent notifications to be automatically approved or to require supervisor approval.
Agents can also self-report as late with an estimated late time, which is automatically amended when the agent checks in.