Series: Historical adherence

Prerequisites
  • If your Workforce Management  > Historical Adherence has no conditions, you can select any management unit in divisions you have permission to view.
  • If your Workforce Management  > Historical Adherence permission is limited to one or more work teams (conditional), you can select only those work teams.
  • If you do not have any of the Groups > Work team permissions, you cannot select work teams in the historical adherence view. The Select a work team list is not displayed. 
 

To open and view the historical adherence view for a management unit, perform the following steps:

  1. Click Admin.
  2. Under Workforce Management, click Historical Adherence.
  3. From the Management Unit/Select team list in the upper right corner, click the Select Business/Management Unit Business/Management unit iconicon.
  4. From the list, select the Management Unit.
  5. From the Select Time zone list, select the time zone.

The data for the selected management unit is displayed.

To open and view the historical adherence view for a work team, perform the following steps:

  1. Click Admin.
  2. Under Workforce Management, click Historical Adherence.
  3. From the Management Unit/Select team list in the upper right corner, click the Select Team Select teams icon.
  4. Select the required team from the list.

The data for the selected work team is displayed.

Note: The agents in this cluster don’t have to belong to the same management unit. As a supervisor, you can use this option to oversee just the agents assigned to you instead of viewing the entire group of agents.

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