Agent Schedule Adherence Visualized

Monitoring call center agent adherence to a rotation schedule is yet another task that used to be handled manually, and now can be achieved in less time and with greater accuracy through a workforce management solution. With workforce management, a call center can monitor and record the schedule adherence status of all agents in real-time. The system tracks data on every status related to this issue, from lunches to daily breaks to when agents log out. By having this information easily accessible on a workforce management dashboard, managers can quickly compare the agent’s actual daily activity to the objective intended by the company. One can even create custom states and guidelines to address atypical needs for a specific call center, such as after-hours work. Once guidelines are customized and set as to which states (or statuses) should be included or not included in a schedule adherence measurement, the system does the rest. The different states are color-coded and can easily be monitored from a dashboard. It is now simple to review each agent’s efforts and classify their work time as within schedule adherence, or find out where he or she is coming up short. Too much time spent away from assigned functions can impact the call center’s productivity. Accurate time management can be a challenge, as minor exceptions and changes happen each day. Perhaps an agent is scheduled to go on an approved break, but cuts into that time to complete a call that takes another 10 minutes. An effective workforce management solution can be configured in such a way as to record this time extension, and not count the lost break time against that agent. For more detailed information about how to implement effective strategies for schedule adherence, please click the link to download our whitepaper.

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