Whether you are evaluating agent adherence by interval or tracking performance trends over several weeks, the Schedule Adherence Summary Report is a valuable resource to find the data needed for constructive performance reviews and coaching. Using this report is an effective way to gain insight into agent behavior and support their overall professional growth.
Viewing the Report
Navigate to Reports > Schedule Adherence > Schedule Adherence Summary > Enterprise Model | Supervisor Tree | Custom User Group. The report opens in a new tab.
In the options panel:
- Select an Activity
- Enter a date range of at least two days
- Click Apply options to generate the report.
To view details for an individual, select the Participant tab.
This displays tiles representing each agent with their adherence within your selected activity during the date range.
Hover over the individual's tile and select the graph icon in the pop-up.
Details in the report
Within the individualized report, you can review an agent’s daily, weekly, and monthly adherence using the tabs at the top of the page.
If you select the Date tab, the dates in the table are hyperlinks to generate an Interval Detail Report on the same page.
This secondary report shows 15-minute intervals, highlighting the agent's strongest and weakest periods of adherence. The accompanying graph offers three viewing modes: Interval Hours, Interval Percentage, and Overall Percentage and shows Scheduled Hours, In Adherence Hours, and Out of Adherence Hours.
By providing both high-level trends and granular interval data, the Schedule Adherence Summary Report offers a comprehensive view of agent performance.
Extra Credit
If you aren't seeing the summary data, confirm that the Schedule Adherence Summary Service is set up and enabled. Go to Settings > Application settings > Administrative settings > Services > Schedule Adherence Summary Service. Confirm the parameters then click Save to restart the service.