Creating Adherence Thresholds

The adherence threshold displays whether an agent is adhering to their schedule and how long an agent has been in and/or out of adherence (in queue and out of queue). You can determine the thresholds and the colors used to display the thresholds.

We typically use a “stoplight”: Green = in adherence; orange = out of adherence for up to XX minutes; red = out of adherence for greater than XX minutes.

Step-by-step

Step 1: Basic properties

Settings > Application Settings > Adherence thresholds 

1. Select Click here to create a new adherence threshold.
2. If you want to see 3 colors—green, orange, and red— name it Stoplight and check Use these adherence thresholds as the default for reports.
3. Save.

Step 2: Intervals

This is our recommended threshold. 

Set up the adherence threshold for orange and red. Green is already a default for in queue.

1. Select New.
2. Leave interval as 0, assign color orange, and Save. This will ensure that you see all out of queue intervals.
3. Select New.
4. Enter interval of time when agent will be considered out of queue (e.g., 5 minutes).
5. Assign color red.
6. Save.