To analyze agent schedule adherence in granular detail, the Transactions view within the Schedule Adherence report provides a chronological breakdown of an agent's status throughout the day.
Navigating the Transactions View
When viewing the Schedule Adherence report, open the agent card then select the Transactions button to open a detailed log of agent activities. Each entry displays specific metrics designed to help supervisors audit compliance and troubleshoot discrepancies.
- State Name: The specific activity or status selected by the agent. Defined in the Event type properties.
- Description: Details corresponding to the chosen state. Defined in the Event type properties.
- State ID: A numerical identifier representing the category of the state. Defined in the Data source setup options > Device States.
- Timestamps: Start and end times recorded to the exact second.
- Duration: The total time spent in that state.
- In Queue (Adherence Status): Indicated as True or False. Determined by comparing the state type from the Data Source Setup options > Device States with the Event type behavior question For real-time adherence, should agents be considered logged into queue during events of this type?
Understanding State IDs
State IDs dictate how the system categorizes agent actions.
| State ID | State Name | Description & Best Practices |
| 0 | Invalid | Recommended for Deletion. Designated for states that should no longer be used. They may be retained temporarily solely for historical reporting purposes until deletion is viable. |
| 1 | Unknown | Not Recommended. Not intended for user selection; using this state negatively impacts adherence calculations. |
| 2 | In Queue | Indicates the agent is available or handling queue work. Aligns with scheduled queue time. |
| 3 | Out of Queue | Represents away-from-queue time (e.g., breaks, lunch, meetings). |
| 2000 | Ignore | Not Recommended. Using this state can cause the system to inherit the characteristics of the immediately preceding state, resulting in adherence calculation errors. |
Interpreting Adherence Status (True vs. False)
The system evaluates whether an agent's current state aligns with their scheduled event for that specific timeframe.
- True: The agent's state matches the scheduled event, positively affecting their adherence score.
- False: The agent's state conflicts with the scheduled event, negatively affecting their adherence score.
Missing Data
When auditing reports, you may encounter scenarios where an agent has no recorded transactions for the day, such as an unexcused absence or a no-call / no-show.
- Automated Calculations: Adherence may initially display as a low percentage rather than zero. This occurs because being "Out of Queue" is a valid state for breaks or lunches, preventing the system from automatically assuming a zero without context.
- Daily Summary Impact: If no transactions are found for the entire day, the Agent Adherence Summary will flag the absence of data, while un-updated supplementary metrics will default to 0 or null.