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Index

View adherence exceptions

The Adherence Exceptions tab is available from the Interaction Optimizer home page. In the Adherence Exceptions tab, you can:

Select search options that control which adherence exceptions are displayed.
Refresh the display to include the most recent adherence exceptions.
Add or remove columns by right-clicking on a column heading. For more information, see Add or remove view columns.
Sort the table by clicking on column heading.

Access and view adherence exceptions

From the Interaction Optimizer Home page, in the Intraday Management area select Adherence Exceptions. The Adherence Exceptions tab opens. The Adherence Exceptions tab displays selected adherence exceptions for a single Scheduling Unit for a selected period of time.

Note: When you open the Adherence Management dialog box, it displays all of today's adherence exceptions for all agents belonging to the first Scheduling Unit to which you have access. Scheduling Unit access is configured in Interaction Administrator. Supervisors may have access to data for all or only some of the Interaction Optimizer scheduling units.

The available information about each adherence exception includes:

Agent	This is the user name of the Agent. The name shown here is the display name or, if the display name is not defined, the user name listed in Interaction Administrator.
Team	This is the team to which the agent belongs. Set up and assign teams in the Agent Details view.
Type	This is the type of adherence exception. Early means that an agent started a scheduled activity early. Late means that an agent did not start a scheduled activity on time Unscheduled means the agent set a status during the adherence exception even though the agent was not required to work based on the schedule. Skipped means an agent skipped all of a scheduled activity. Note: A "Skipped" adherence exception occurs when an agent's status does not change to match a scheduled activity at any time during its scheduled time. Unknown means that the agent was logged out when the adherence exception occurred. Or it can mean the agent set a status that was completely unrelated to the scheduled activity.
Start End	These two columns display the date and time that the adherence exception began and ended.
Length	This is how long the adherence exception occurred, in minutes.
Scheduled Activity	This is the activity that was scheduled to take place when the adherence exception occurred.
Actual Activity	This is the actual activity that occurred, based on the agent's status, before and after the adherence exception. Note: If an adherence exception occurs because an agent does not change his or her status when the scheduled activity changes, the activity before and activity after have the same values. For example, if an agent’s activity should have been "Scheduled ACD" from 8:00 to 10:00 and "In a Meeting" from 10:00 to 10:30, but the agent did not change the status from "Scheduled ACD" at 10:00, the activity before and activity after both show "Scheduled ACD".
Actual Statuses	This is the actual status the agent was in when the adherence exception occurred.
Adherence	Adherence indicates the percentage of time the agent's actual activity type was equal to the scheduled activity type. Note: To direct Interaction Optimizer to consider all activities excluding ACD equally for adherence purposes, set the scheduling unit to select adherence exception settings and conformance calculations. For more information, see the Related Topics.
Conformance	Conformance essentially answers the question, “Did the agent work the right number of hours even though they might have been in the wrong activities during the day?” Conformance indicates the percentage of time worked for activities considered in conformance calculations compared to time scheduled for activities considered in conformance calculations. Example: Let's assume only ACD is counted in the conformance, and an agent is scheduled to work 6 hours of ACD activity for the day: If the agent works only 5 hours of ACD, his or her conformace is 83.33%. If the agent works 6 hours of ACD, his or her conformance is 100%. If the agent works 7 hours of ACD, his or her conformance is 116.67%.
Workgroup	The workgroup to which the agent belongs.

For more information on adherence exceptions, see the Related Topics.