Adherence Report (Preview)
The Adherence Report (Preview) offers a summary of the adherence data over a specific period or day.
Column Descriptions
Report Column |
Description |
|---|---|
| Agent Name | Forename, Surname |
| Time Scheduled | Shift Duration |
| Straight Score | The Straight Score doesn’t consider tolerances or out of adherence approvals. This is useful to planners when investigating why the actual service levels were not as high as forecasted. |
| Tolerance Score | The Tolerance Score considers tolerances. Most useful when comparing to straight & score, to get a feeling for how much the score is influenced by each of tolerance & approvals. |
| Adherence Score | The Adherence Score considers both tolerances & OOA approvals. This is can be used for agent KPIs. |
| Total OOA |
Total time the agent spent out of adherence
|
| Authorised OOA |
Total time the agent spent out of adherence, with authorisation with “authorisation” = Approved
|
| Tolerance OOA | Total time the agent spent out of adherence but within tolerance |
| Unauthorised OOA |
Total time the agent spent out of adherence that has not been authorised
|
When looking at adherence scores for the current day, the approach is the same, but the metrics reflect the fact that the day is not yet complete:
- Time scheduled → time scheduled so far today
- OOA time → OOA time so far today
- OOA time within tolerance → OOA time within tolerance so far today
- Approved OOA time → approved OOA time so far today