Objective

See how verified agent activity compares with published schedules over a selected period.

Environment

  • You have access to Reporting and the Adherence report.
  • Published schedules and agent state tracking cover the period you want to review.

Resolution

  1. Open Reporting and select Adherence under Workforce Time.
  2. Set the date range and timezone, then narrow the team or agent if needed.
  3. Read the adherence result alongside status coverage. Adherence compares verified agent states with the published schedule; missing status is excluded from the score and reflected in coverage.
    Important: Coverage matters

    Review status coverage with the adherence score before drawing conclusions from a partially observed shift.

  4. Review daily or agent detail to find where the variance occurred. Compare the scheduled activity and the recorded state for the same time window.
    The adherence report shows summary metrics, agent-level results, and adherence and conformance trends for the selected period. Names, team, and all performance data in this example are synthetic. Select the image to inspect it at full size.
  5. If results are empty, confirm that a schedule was published for those dates and that state tracking was active. A draft schedule cannot produce adherence results.

A high score with low status coverage does not establish that the entire shift was observed. Review both measures before taking action.