Adherence Summary

Default Access Rights

This report can be run by the following roles: Manager, Retail Regional Manager, Tenant Administrator.

Overview

This report summarizes adherence to schedule information (in hours and minutes) per employee per workday. This report does not return adherence exceptions when an employee is not scheduled for an activity or if the employee is scheduled for an activity that is mapped to No Activity.

Adherence to activities of a non-work type (for example, vacations, lunch, break, or no activity) should not count the same as adhering to work activities. It would skew the percentages. For this reason, there are exceptions that show up in the Adherence view, but do not show up in this report.

Also, the following rules govern which day exceptions will be counted:

  • If an exception is contained within a shift assignment (that is, the planned event for that exception is contained within a shift assignment), it is counted on the workday that the shift assignment begins.

  • If an exception is not contained within a shift assignment (that is, the planned event for that exception is not contained in a shift assignment), it is counted on the day that the planned event begins. Normally, this is only the case for calendar events that do not have to overlap shift assignments.

Adherence Summary

This report (or the very similar Adherence Minutes report) is key for evaluating employees’ overall adherence to schedule. Typically, the focus is on the results for Time Adhering To Schedule (%). Supervisors can review this report daily for use in coaching agents towards better adherence. Information from reports run over a longer period, such as a quarter, is often used in performance evaluations.

For customers who are licensed for Scorecards, the use of adherence KPIs might replace the use of this report.

Inputs

  • Employee Filter: Indicates the set of employees to report on.

  • Group By

    • Employee: Aggregates time entries per employee.

    • Organization: Aggregates time entries per organization.

    • Supervisor: Aggregates time entries per supervisor.

  • Boundary: Defines the scope of scheduling data included in the report:

    • Organization: Includes data within the selected organization day boundaries. For shifts that span beyond this day boundary, only the data within the selected time frame is included.

      For example, the Boundary parameter is set to Organization. The shift, FullTime_8hrs, starts on 8/16 at 10:00 PM and ends on 8/17 at 6:00 AM. For the organization, Company A, the day boundary is 12:00 AM. The selected Time Frame for the report is 8/16-8/16. Therefore, only data on the schedule from 8/16 at 12:00 AM to 8/16 at 11:59:59 PM is included in the report. The data for the shift, FullTime_8hrs, on 8/16 between 10:00-11:59:59 PM is included in the report. However, the data for the shift, FullTime_8hrs, on 8/17 between 12:00 AM-6:00 AM is not included in the report.

    • Shift: Includes all data for shifts with start times within the selected time frame, including shifts with end times outside the time frame.

      For example, the Boundary parameter is set to Shift. The shift, FullTime_8hrs, starts on 8/16 at 10:00 PM and ends on 8/17 at 6:00 AM. The selected Time Frame for the report is 8/16-8/16. Therefore, even though the end time for the shift, FullTime_8hrs, is on 8/17, the report includes all shift data, from 8/16 at 10:00 PM until 8/17 at 6:00 AM.

  • Time Frame: Defines the date and time range of the report. Select one of the following options:

    • Last <x> days: Defines the number of 24-hour intervals before today at 11:59:59 PM, which serves as the time period for which data is generated for the report. Data is included from the date in the past at 12:00:00 AM until the current date and time. For example, you enter 4, making the parameter Last 4 days. Today's date is 8/30/2023 and the current time is 3:00 PM. Therefore, the report displays data from 8/27/2023 at 12:00:00 AM until 8/30/2023 at 3:00 PM.

      If you enter a value of 1 for Last <x> days, the data included in the report is from today at midnight until the current time. For example, the date is 9/5/2023 and the current time is 11:00 AM. You enter a 1 for Last <x> days. Therefore, the data included in the report is from 9/5/2023 at midnight until 11:00 AM.

    • Date range: Defined date and time range from which the report data is calculated. For example, you select 8/27/2023 at 2:00 PM - 8/31/2023 at 9:00 AM. Therefore, the report displays data from 8/27/2023 at 2:00 PM - 8/31/2023 at 9:00 AM.

Outputs

  • From / To: Defines the date and time range of the data included in the report.

    When the report has been run using the Last <x> days parameter, the report header’s From field shows the value of that parameter, such as From: Last 4 days.

    Although it is not displayed on the report, the time of the From field is always 12:00 AM on this date. For example, the current date is 8/30/2023 and the time is 3:00 PM. The report is run with the input: Last 4 days. Therefore, the From field on the report displays From: Last 4 days, and the data included on the report is from the time period: 8/27/2023 at 12:00 AM to 8/30/2023 at 3:00 PM.

  • Employee Name: The name of employee for whom adherence data is being summarized.

  • Manager Name: The name of the employee’s manager.

  • Start Date: The workday being summarizing. (The following field applies to this workday).

  • Time Adhering To Schedule (Hours): The amount of time the employee is adhering to the schedule for that day.

    In reports that show hours, minutes are shown as decimal portions of an hour. For example, 2 hours 30 minutes would be shown as 2.5 hours.

  • Time Not Adhering To Schedule (Hours): The amount of time the employee is not adhering to the schedule for that day.

  • Total Current Time Scheduled (Hours): The total amount of scheduled hours during the date and time range of the report, up until the time the report is run.

    This value does not include future scheduled hours (or hours scheduled after the time the report is run). This value is also the sum of the values displayed in the columns: Time Adhering to Schedule (Hours) and Time Not Adhering to Schedule (Hours). The data in this column displays accurate adherence calculations when there are scheduled shifts that end after the time the report is run.

  • Total Time Scheduled (Hours): Only includes activities that are not mapped to activity No Activity.

  • Time Adhering To Schedule (%): Percentage of scheduled “work” time in which the employee is adhering.

  • Time Not Adhering To Schedule (%): Percentage of scheduled “work” time in which the employee is not adhering.

  • Adherence Violations: The number of adherence violations where the planned activity is not mapped to activity No Activity.