Related Products or Features: Business Intelligence (BI) Reports, WFM
Required Role Permissions:Report Viewer, Adherence Report
Required Employee Settings: Can View BI Reports
The Adherence report is a great way to see how well your employees are adhering to their schedules. Its enhanced drilling and filtering capabilities let you pinpoint relevant data, gain actionable insights quickly and easily, and focus on potential or existing adherence issues for your agents and their activities.
This report is an advanced business intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for Prebuilt BI Reports.
You can access this report from
You can filter inside of the report, but only within the original parameters you defined when you ran the report. For example, if you defined the report date range as July-August, you can only filter inside of the report within those two months.
Review adherence—Jill defined a goal for her team to remain 90% in adherence during the month of June. When the month is over, she wants to see how her team did compared to their goal.
She runs the Adherence report, defining the time period from June 1st to June 30th, and selecting her team.
Reviewing the Adherence Over Time widget and the Agent Summary widget gives Jill a bird's eye view of her team's adherence status. While most of her team was successful at achieving the goal, one of her agents, Gary, struggled to remain in adherence.
Jill clicks on Gary's name in the Agent Summary widget, filtering the data in the rest of the report. By reviewing the Activity Summary widget, Jill can tell that Gary is struggling to complete After Call Work in the time allotted, so she schedules training to review the process for After Call Work and help him improve his efficiency.
Reward strong adherence to schedules—David is the manager of several teams, and he wants to check which of his agents have the highest level of adherence in order to reward them with a bonus.
He runs the Adherence report, defining the time period he wants to review and selecting his teams.
In the Agent Summary widget, David right-clicks on the % In Adherence column and sorts by descending order. The agents with the highest adherence to their schedules appear at the top of the widget.
Adherence Report: Main Page
The main page in the Adherence report displays adherence data in 5 different widgets.
Each widget presents the adherence data from a different perspective.
You can filter by day, scheduling unit, or agent to refine the information displayed on this page.
Agent Summary
This grid displays the total time each agent was scheduled for activities compared with the actual time they spent on activities, as well as their total time in and out of adherence.
Selecting any of the agents in this widget will filter the data in all of the other widgets. You can hold the Ctrl key to select several agents in this widget and filter the other widgets in the report with the data for all the selected agents.
Click View in the Raw Data column for any agent to open a specialized report page with that agent's raw adherence data. This graph displays a breakdown of the agent's schedule, detailing the hours in which they were in adherence and out of adherence, along with their scheduled and actual activities.
Agent Adherence Variance
Each agent is displayed on the graph as a separate bubble. The Y axis displays how much time (in minutes) the agent actually spent on activities. The X axis displays the percentage of time the agent spent in adherence.
The dotted line in the graph represents the median adherence percentage for the selected agents.
The legend on the right displays the different bubble colors and their corresponding adherence percentage.
Activity Summary
This grid displays the total scheduled time for each activity compared with the actual time agents performed those activities, as well as the total time out of adherence for each activity. The widget also displays the percentage of the original scheduled time the agent spent out of adherence.
Adherence Over Time
This stacked area chart displays how much time agents spent in and out of adherence by day, over the time range you defined when you ran the report.
From the drop-down list in the widget, select one or more activities. The chart will display the total amount of time scheduled for the selected activities, as well as the amount of time agents were in and out of adherence.
Out-of-Adherence Cause (OOA Cause)
This area chart displays the activities agents were actually performing instead of their scheduled activities when they were out of adherence.
From the drop-down list in the widget, select at least one scheduled activity. The chart will display the activities the agents performed instead of those selected.
Each square in the chart represents a different activity that agents were performing instead of the scheduled one. The size of each square represents the percentage of out-of-adherence time the agents performed that activity.
For example, instead of the activity you selected in the drop-down list, 45% of out-of-adherence agents were marked with an Unpaid Time Off activity, 35% were marked with Overtime, and the last 20% were marked with a Break activity. The Unpaid Time Off box in the chart would be the largest, followed by the Overtime box, and then the Break box.