By default, Assembled only calculates adherence for Productive events. But you may also want to track that agents are taking their breaks, lunches, and meetings at their scheduled time. With Assembled’s Schedule adherence metric, you can configure adherence calculations to also include non-productive events.
What is Schedule adherence?
Schedule adherence is the time an agent spends in adherence for scheduled events / total time scheduled. This metric includes all scheduled events that have an agent state mapping in the adherence calculation. Productive adherence only uses productive events for its adherence calculation.
Setting up
Below are a list of integrations that work with this metric:
- Zendesk manual tracking
- Five9
- Talkdesk
- Salesforce omni
- Amazon connect
- Kustomer (with granular agent states)
- Zendesk unified agent status
- agent states sent via API
This list isn't comprehensive, so if you aren't sure if your integration will work with this metric, feel free to reach out to Support.
Next, you’ll need to make sure you have agent states mappings for non-productive events in order for this metric to calculate. You can configure mappings on the Company settings → Agent states page. More information about how to create Agent state mappings is in this article.
Once you have confirmed that you have one or more of those integrations and the agent states mappings setup, click on the Data handling tab at the top of the Agent states settings page.
Scroll to the bottom of the page for the panel titled Clock in clock out metrics. Click the dropdown and select On.
Utilizing Schedule adherence
The Team performance report and Agent scorecard will how have the option for Schedule adherence in the selectable metrics. Schedule adherence is calculated for all channels. It is not broken out by channel like Productive adherence is.
Now you can monitor how your agents are adhering to their full schedule, not just their productive events.
If you have any further questions on this feature, please reach out to Support.
Comments
0 comments
Please sign in to leave a comment.