Real-Time Adherence

Monitor schedule adherence in real-time and receive instant alerts for deviations.

Overview

Real-time adherence tracking helps you:

• See what agents are doing right now
• Compare actual vs. scheduled activities
• Identify and address deviations quickly
• Improve schedule compliance

The Adherence Dashboard

Access the adherence dashboard from Adherence in the sidebar.

Dashboard Components

| Section | Description | |---------|-------------| | Agent Grid | All agents with current states | | Adherence Summary | Overall adherence percentage | | Active Alerts | Current deviations requiring attention | | Timeline | Visual schedule vs. actual |

Agent States

The dashboard shows each agent's current state:

| State | Icon | Description | |-------|------|-------------| | Available | 🟢 | Ready for contacts | | On Call | 📞 | Handling a contact | | After Call Work | 📝 | Post-call tasks | | Break | ☕ | On scheduled break | | Lunch | 🍽️ | On lunch break | | Meeting | 👥 | In a meeting | | Training | 📚 | In training session | | Offline | ⚫ | Not logged in |

Adherence Status

Each agent shows their adherence status:

• In Adherence (green): Actual state matches scheduled
• Out of Adherence (red): State doesn't match schedule
• Partial (yellow): Grace period or acceptable deviation

Setting Up Real-Time Data

ACD Integration

To get real-time agent states, you will need to connect your ACD system via the integration API.

When the integration is available, you will:

1. Create an API key with import:agent-states permission
2. Configure your ACD to push state changes
3. Push state updates to POST /api/v1/import/agent-states

See the Integration API docs for the planned request format.

Supported State Codes

Map your ACD states to ezyWFM:

| ezyWFM State | Common ACD Codes | |--------------|------------------| | available | READY, AVAILABLE, IDLE | | on_call | TALKING, CALL, BUSY | | after_call_work | ACW, WRAP, WRAPUP | | break | BREAK, AUX_BREAK | | lunch | LUNCH, AUX_LUNCH | | offline | LOGOUT, OFFLINE, NOT_READY |

Adherence Alerts

Alert Types

| Alert | Trigger | Priority | |-------|---------|----------| | Late Start | Agent not logged in at shift start | High | | Early Leave | Agent logged off before shift end | High | | Extended Break | Break exceeds allowed duration | Medium | | Unscheduled Break | Break during non-break period | Medium | | Wrong Queue | Agent in incorrect skill queue | Low |

Configuring Thresholds

Set alert thresholds in Settings → Adherence:

• Late start grace period (e.g., 5 minutes)
• Extended break threshold (e.g., 10 minutes over)
• Out of adherence duration before alert (e.g., 3 minutes)

Managing Alerts

1. View active alerts on the dashboard
2. Click an alert for details
3. Take action:
   • Acknowledge: Mark as seen
   • Resolve: Issue addressed
   • Add Note: Document reason
4. Alert history is saved for reporting

Adherence Metrics

Real-Time Metrics

The dashboard shows:

• Overall Adherence: Percentage of agents in adherence
• Agents Out: Count of non-adherent agents
• Average Duration: How long agents have been out

Calculating Adherence

Example:

• 8-hour shift (480 minutes)
• 30 minutes out of adherence
• Adherence = (450 / 480) × 100 = 93.75%

Adherence vs. Conformance

| Metric | What it measures | |--------|-----------------| | Adherence | Right activity at right time | | Conformance | Total scheduled vs. worked hours |

Team Views

By Team

Filter the dashboard by team. Supervisors automatically see only their assigned team's agents.

1. Select team from dropdown (admins see all teams)
2. View only that team's agents
3. See team-specific metrics

By Skill

View adherence by skill queue:

1. Select skill filter
2. See agents assigned to that skill
3. Monitor skill coverage

Historical Adherence

Adherence Reports

View historical adherence data:

1. Go to Analytics → Adherence
2. Select date range
3. View by agent, team, or overall

Trend Analysis

Track adherence trends:

• Daily adherence by hour
• Weekly patterns
• Agent performance over time

Best Practices

1. Set realistic thresholds: Start lenient, tighten over time
2. Address patterns: Look for repeat offenders
3. Train supervisors: Ensure consistent alert handling
4. Communicate expectations: Agents should know adherence goals
5. Review regularly: Weekly adherence meetings

Troubleshooting

States Not Updating

If agent states appear stale:

1. Check ACD integration is sending data
2. Verify API key is valid
3. Check agent ID mapping (email match)
4. Review integration logs

False Alerts

If alerts trigger incorrectly:

1. Verify schedule is published
2. Check timezone settings
3. Review threshold configuration
4. Check for clock synchronization issues

Missing Agents

If agents don't appear:

1. Ensure they have published shifts today
2. Check employee status is active
3. Verify team assignment

Next Steps

• View adherence analytics
• Set up ACD integration
• Configure alert settings