View out of adherence notification
- Workforce Management > Agent Adherence > Notify permission assigned to any user role
- To view the widget and historical adherence:
- Workforce Management > Agent Historical Adherence > View
- To see the widget, adherence, and conformance:
- Workforce Management > Agent Historical Adherence Conformance > View
Out of adherence notifications in the schedule view
Adherence compares your current activity against your scheduled activity. If you are out of adherence, the system displays a message at the top of your schedule and outlines the conflicting activity in red.
To dismiss the notification, update your status to the scheduled activity.
Adherence exception details
Your adherence for each day is displayed at the top of your schedule. To see the adherence exception details click the Adherence links available below the dates. When you click this link, the Adherence dialog box displays. This dialog box provides the following information:
- On the left side of the dialog box, you can view the date for which adherence data is displayed. You can change the date by clicking the and arrows or the icon.
- On the right of the dialog box, you can view the Adherence %, Adherence Target, Exceptions, and Conformance % details.
- The graph presents your adherence data by category: Scheduled, Actual, and Exceptions.
When you hover over an exception, you can view detailed information, including:
- Scheduled activity vs. actual activity
- Status
- Secondary status
- Start time and end time
- Duration
