Series: Historical adherence

Navigate the historical adherence view


Because information in the historical adherence view varies depending on the number of agents in the management unit and dates requested, retrieving data for the first time could take several minutes.

Area Description
Date filter Use the date filters to show metrics filtered by different increments of time. You can choose from day, week, month, or custom. Each filter has more options for displaying data. For example, the day filter allows you to view metrics for the entire day, or view metrics for 30-minute intervals. 
Date display

The data displayed is for the time period shown here. When applicable, use the arrows on either side of the date to move backward or forward in time by the selected increment.

Selected period

The percentage of adherence for the selected period.

Adherence bar chart

Shows adherence percentage for the selected period. Click or point to a bar to see adherence percentages about a specific date in the selected range.

In week, month, or custom range view, when you click a bar, or shift-click multiple bars on the graph, the adherence percentage changes to the summary and exception information for the selected date or range. Click the bar again to reset the bar to the selected period.

Agents and exceptions count

The number of agents in the currently selected management unit, and the total number of exceptions in the selected time range. In day and week views, you can:

  • Click the Agents link to view a consolidated list of exceptions by agent. Each agent includes an expandable button. Click this button to view exception information for the agent by line item, including duration, impact, scheduled, actual, status, and secondary status.
  • Click the Exceptions link to combine individual exceptions by agent. This view includes exception start date and time, duration, impact, scheduled activity, actual activity, status, and secondary status.

Agent column

The Agent list displays agents in the selected management unit. Use the page controls to sort agents. Click the next to an agent’s name to expand the exception level detail list and view specific details about each exception, including:

  • The start date or time of the adherence exception.
  • The duration of the adherence exception.
  • The positive, negative, or unknown impact of the adherence exception.
  • The scheduled activity category based on the scheduled activity code.
  • The actual activity category based on status to activity mapping.
  • The selected agent’s status during the exception. When the status is “On Queue,” the routing status also displays.
  • The selected agent’s secondary status, if the agent sets one.


Click the image to enlarge.



Adherence column

The agent’s percentage of adherence. This figure is calculated as follows: (1 – (total exception time / (total scheduled time in interval))) * 100; range: 0-100%.

Conformance column

The agent’s percentage of conformance. This figure is calculated as follows: (total in conformance time / total time for scheduled activities for conformance in interval) * 100; min: 0%.

Exceptions column

The agent’s total number of exceptions for the selected time period.

Exceptions Duration column

The agent’s total exception time for the selected time period.

Exceptions Duration (Adherence) column

The total time of exceptions for the period, minus the exception count, multiplied by configured minimum exception threshold (exceptionDuration – (exceptionCount * exceptionThresholdSeconds)).

Net impact column

Indicates whether the total impact for the selected date range is positive, negative, or neutral. For example, 10-minutes positive impact and 12-minutes negative impact equals 2-minutes negative net impact for the selected period.

Scheduled column

The length of time the agent was scheduled for any activity category.

Scheduled (Adherence) column

The length of time that the agent was scheduled for any activity category. If Working Outside Shift Considered Exception is enabled, then this column includes the length of time that the agent was on queue, but not scheduled.

Actual Time column

The actual length of time for which PureCloud contains valid data.

More

Click this button to open a menu and choose from the following options: 

  • Show/Hide columns: Add or remove columns from the view.
  • Reset Defaults: Restore the default columns to the view.
Agent exception level grid

Click the next to an agents name to view specific details about each exception, including:

  • The start date or time of the adherence exception.
  • The duration of the adherence exception.
  • The positive, negative, or unknown impact of the adherence exception.
  • The scheduled activity category based on the scheduled activity code.
  • The actual activity category based on status to activity mapping.
  • The selected agent’s status during the exception. When the status is “On Queue,” the routing status also displays.
  • The selected agent’s secondary status, if the agent sets one.

By default, this view uses the business unit’s time zone (new regions) or the management unit’s time zone (existing regions). Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. This option is helpful for administrators who access the view from a different time zone.

This section shows a historical adherence bar chart for the selected date or date range. Click or point to a bar to see adherence percentages about a specific date in the selected range.

In week, month, or custom range view, when you click a bar, or shift-click multiple bars on the graph, the adherence percentage changes to the summary and exception information for the selected date or range. Click the bar again to reset the bar to the selected period. This example shows the graph in week view:


Use date filters to customize your view of current historical adherence metrics. You can select a single date, or a specific week, month, or custom date range.

  1. Click the date filter.
  2. Click a view option for the chosen date type.

The view displays the time period for the selected filter. 

If the selected date filter includes the current interval, then PureCloud refreshes the view every 30 minutes to get the most up-to-date information. If you want to update the current interval statistics, then refresh the page. If the selected date filter shows historical data (past intervals), then the view does not refresh.

Icon Time Period Options
Queues performance day icon Day

Day: Shows data for a single 24-hour day.

Queues performance week icon Week

Week: Shows data for a 7-day time period, starting with the selected management unit’s configured start day of the week.

Previous 7 days: Shows data for the previous 7 days, with today being the seventh day.

Queues performance month icon Month

Month: Shows data for the exact month with no extra days. For example, June 1 through June 30.

Queues performance custom icon Custom range view Date range picker: Shows data for the range of dates that you select with the date picker, with a maximum of 31 days. Click the date display to select a start date and an end date on the calendar, then click Apply.

To view metrics for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view metrics for the previous week, click the week filter and then click the arrow on the left side of the date.


To view metrics for the time period that includes the current interval, click Today


Historical adherence metric definitions include:

Metric Definition
Agent The name of the agent.
Adherence 

The agent’s percentage of adherence. The system calculates this figure as follows:  percent; (1 – (total exception time / (total scheduled time in interval))) * 100; range: 0-100%.

Note: If actual on-queue presence detected outside the agent’s scheduled time counts against adherence, then the length of that time also counts in both the numerator, because it is considered an exception, and denominator. For more information, see Configure historical adherence exceptions in Historical adherence overview.

Conformance

The agent’s percentage of conformance. The system calculates this figure as follows: (total in conformance time / total time for scheduled activities for conformance in interval) * 100; min: 0%.

The agent’s percentage of conformance.  The system calculates this figure as follows: (total in conformance time / total time for scheduled activities for conformance in interval) * 100; min: 0%.

Exceptions The agent’s total number of exceptions for the selected time period.
Exception Duration (Adherence) The total time of exceptions for the period minus the exception count, multiplied by configured minimum exception threshold (i.e., exceptionDuration – (exceptionCount * exceptionThresholdSeconds)).
Net impact

Indicates whether the total impact for the selected date range is positive, negative, neutral, or unknown. For example, 10-minutes positive impact and 12-minutes negative impact equals 2-minutes negative net impact for the selected period.

Positive
Negative
Neutral
Scheduled The agent’s total scheduled time for the selected period. By default, this column is hidden.
Actual Time The total time for which PureCloud has contact center performance data. By default, this column is hidden.
Scheduled On Queue The total scheduled on-queue time for the selected period. By default, this column is hidden.
Work Time On Queue The total worked on-queue time for the selected period. By default, this column is hidden.
Scheduled (Adherence) The total time the agent was scheduled for any activity category. If Working Outside Shift Considered Exception is enabled, then the length of time the agent was on-queue, but not scheduled is included. By default, this column is hidden.
Exceptions Duration The agent’s total exception time for the selected time period. by default, this column is hidden.


Agent-specific exception metric definitions include:

Metric Definition
Start The start date or time of the adherence exception.
Duration (Adherence) The exception duration of the adherence exception minus the configured minimum exception threshold.
Impact

The positive, negative, neutral, or unknown impact of the adherence exception.

Positive
Negative
Neutral
Scheduled The scheduled activity category based on the scheduled activity code.
Actual The actual activity category based on status to activity mapping.
Status The selected agent’s status during the exception.
Note: When the status is “On Queue,” the routing status also displays.
Secondary Status

The selected agent’s secondary status, if the agent sets one.

Duration The duration of the adherence exception. By default, this column is hidden.


Use the export feature to export historical adherence data in CSV format. Historical adherence exports data in UTC times. The exported data includes all information in the agent exception level grid.

To export the data, click Export  . The data downloads in CSV format to your specified location.



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