Even with schedule adherence tracking in place, one remaining challenge
is often the fact that agents can have so many different non-call tasks,
exceptions and states that standard WFM solution are not able to plan
for and monitor. That's where Advanced Schedule Adherence
in. It enables supervisors and call center managers to create custom
states and rules to match their unique center needs. Here are a few
Here are a few examples:
- Create custom states for call wrap-up, special after call work, outbound preparation and other activities
- Establish thresholds for each state that indicate how much time is considered “in adherence”.
- Define which states are included or not included in the agent adherence calculation
Exceptions and non-call activities can be considered “scheduled
activities,” along with available, break, lunch, and logged out states.
Call center managers can customize which statuses are allowed and not
allowed for each scheduled activity. Since every call center has unique
agent activity types, this flexible approach to agent adherence
monitoring gives centers a new level of accuracy in managing call center
performance, while also providing more transparency and clarity to
both, agents and supervisors. To learn more about this, please also
download the Strategies for Improved Agent Adherence
whitepaper from our resources library.