Series: Historical adherence
Navigate the historical adherence view
By default, this view uses the management unit’s time zone. 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.
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.
Day: Shows data for a single 24-hour day.
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.
Month: Shows data for the exact month with no extra days. For example, June 1 through June 30.
|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.
Historical adherence metric definitions include:
Agent-specific exception metric definitions include:
|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.|
The positive, negative, neutral, or unknown impact of the adherence exception.
|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.
|Duration||The duration of the adherence exception. By default, this column is hidden.|
Use the export feature to export historical adherence data into CSV format. Historical adherence exports data in UTC times. The exported data includes the following information:
- Adherence percentage
- Conformance percentage
- Net impact
To export the data, click Export . The data downloads in CSV format to your specified location.