Understanding adherence management

Adherence exceptions are calculated based on the current schedule and the agent's actual status at the time of the exception.  If a workforce management administrator changes the schedule, Interaction Optimizer recalculates the adherence exception and, depending on the outcome, it may no longer appear. Excusing exceptions in the Adherence Exceptions view will change the schedule so that it matches actual agent work performed.

An agent's status setting is used to track his or her adherence to the published schedule. Adherence to the published schedule is defined as an agent's status being consistent with his or her currently scheduled activity. For example, if an agent is scheduled to be taking calls (Scheduled ACD) but his or her current status is "On Break," this difference from the schedule creates an adherence exception.

Adherence exceptions are the basis for the time out of adherence statistics for each agent. These statistics can be monitored in Interaction Supervisor. Supervisors can review and manage adherence exceptions. A supervisor can completely or partially excuse any adherence exception.

Adherence Management enables a supervisor to:

• Search for selected adherence exceptions

• Refresh the list of adherence exceptions to include the most recent events.

• Manage one adherence exception.

• Manage multiple adherence exceptions.

• Quickly excuse one or more adherence exceptions.

Users can no longer "unexcuse" exceptions from the adherence exceptions view. To "unexcuse" an adherence exception, administrators must edit the schedule to match the activity.

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.