Objective

Compare an agent’s current status and activity with the matching interval in the published schedule.

Environment

  • You have view access to Monitoring and Scheduling.
  • The agent has a published schedule for the date you are reviewing and status data is available.

Resolution

  1. Open Monitoring → Agents and find the agent using Search or the available filters.
  2. Check the agent’s status freshness and expand the row to review the Agent Timeline and adherence details when available.
  3. Open Scheduling and confirm the published schedule, agent, date, and timezone. See How To Publish A Schedule and How To Review An Existing Schedule.
    Note: Use the published version

    A draft is not the schedule agents are expected to follow. Confirm the published version that applied to the interval.

  4. Compare the same time interval in both views. Check the scheduled activity, the observed status or activity, and any adherence explanation. A status may count as in adherence only when its configured mapping matches the scheduled activity.
    Compare the scheduled activity with the agent state and activity timeline. The agent names and initials are anonymized.
  5. If the comparison is unclear, refresh Monitoring, verify the timezone and interval boundaries, and check whether status or adherence data is missing. Use How To Review Adherence for a historical period.

Use the published schedule that applied to the interval. A draft or a schedule for a different date or timezone cannot explain the agent’s expected activity for that moment.