Objective

Find out why an agent’s current adherence signal differs from the expected schedule or is unavailable.

Environment

  • You have view access to Monitoring and can inspect the relevant schedule.
  • A published schedule and agent status or adherence data exist for the period being reviewed.

Cause(s)

  • The schedule was not published for the agent or date, or the schedule’s timezone or interval does not match the comparison.
  • The observed platform status is mapped to a different adherence type or activity than the scheduled work.
  • Status data is stale, unavailable, or has not yet been evaluated against elapsed scheduled time.
  • The agent’s workforce profile or adherence data is incomplete.

Resolution

  1. Open Monitoring → Agents, find the agent, and review Adherence, status freshness, and the expanded Agent Timeline if available.
  2. Confirm the published schedule covers the same person, date, timezone, and interval. See How To Review An Existing Schedule.
  3. Compare the observed status with the scheduled activity for that interval. If the status appears mapped incorrectly, ask a scheduling administrator to review Scheduling Settings → Agent States. See How To Configure Agent States.
  4. If status freshness is Aging, Stale, or Unknown, refresh Monitoring and check the connected status source before treating the signal as an operational exception.
  5. If adherence is unavailable, check for a published schedule, elapsed scheduled time, and a daily rollup.
    Note: Unavailable is not out of adherence

    No elapsed scheduled time or a missing daily rollup means there is no evaluated signal yet. It does not establish an adherence failure.

  6. For a past period, review Reporting → Adherence and check status coverage alongside the score. See How To Review Adherence.

Monitoring shows current operational context. Use the Adherence report to review historical results, and review both coverage and score before drawing a conclusion.