Workflow: Map activities for adherence

Adherence monitors how well scheduled activities of employees match their real-time activities. Using Adherence, your organization can determine if efficiencies can be gained through process changes, policy changes, or performance coaching.

Example: Adherence mapping

An employee is scheduled for the activity, Phone, during office hours. The data collected from the ACD is more granular and includes several states, such as Talk, Hold, Wrap and Available.

Use adherence mapping to indicate that if the employee is scheduled for Phone, any of the actual states from the ACD do not generate an adherence exception.

The activity, No Activity, is an internal classification used to indicate the time interval between shifts, and is ignored in adherence calculations. You can map No Activity to scheduled activities, such as Vacation, Sick, or Training. For these activities, the user is not expected to be logged into the system.

Workflow 

  1. Select to map activities to alternate activities

    Select to map activities to alternate activities for adherence. An employee is considered to be in adherence when performing that activity or any of the mapped activities.

  2. Map alternate activities for adherence

    Map alternate activities for a selected activity.