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Select adherence exceptions settings and conformance calculations

In the Adherence Exceptions area of the Scheduling Unit page, configure adherence exception settings and determine non-conformance activity.

When you select to treat all activities other than ACD as being equivalent, if an agent performs an unscheduled, non-ACD activity (meeting, break, vacation, etc.), but is scheduled for a different, non-ACD activity, he or she will be considered “in adherence”, even though the non-ACD activities differ. For example, if the agent is scheduled to be in a meeting but his or her status is set to “lunch”, the agent is still considered to be in adherence.

Note: When an agent changes his or her status to an activity type, the change is not reflected in the current adherence calculations. Interaction Optimizer Server receives the change and processes RTA updates for the next statistics update.

Set up adherence exceptions

  1. In the Number of minutes to automatically excuse area, use the up and down arrows to specify how many minutes to excuse before the agent is out of adherence.

  2. To direct Interaction Optimizer to consider all activities excluding ACD equally for adherence purposes, select the Treat all activities other than ACD as being equivalent check box.

  3. In the Conformance should include area, select from Only paid activities, or choose the activities you want to include.

For more information about configuring specific parameters for the scheduling unit, see the Related Topics.

 

Related Topics