# Investigate An Adherence Discrepancy

## 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](/help/articles/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](/help/articles/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.
6. For a past period, review **Reporting** → **Adherence** and check status coverage alongside the score. See [How To Review Adherence](/help/articles/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.

> Canonical page: https://zenops.cx/help/articles/investigate-an-adherence-discrepancy/
> Audience: For managers and team leads
> Summary: Investigate when current adherence differs from the schedule or is unavailable.

## Notes on this article

### Note: Unavailable is not out of adherence

After step 5 in resolution. No elapsed scheduled time or a missing daily rollup means there is no evaluated signal yet. It does not establish an adherence failure.