Adherence Lateness Report

Who Is Late?

Agent / shifts are shown on the late report if they meet both of the following criteria:

• The agent did log in at some point during the shift (otherwise they were absent, not late)

• The agent was Out Of Adherence at the start of the shift.

  • If an agent is in an unavailable state, they are considered not ready to work and therefore late.

  • The out of adherence at the start of the shift must not be authorised.

  • They must have been in adherence at some point during the day

Shift Start

• The start of the shift should be considered as the start of the 1st activity scheduled that is eligible for out of adherence. For example:

  • The shift has an overtime before shift, we can consider the start of the shift to be the start of that overtime

  • The 1st hour of the shift is covered by a holiday activity, the start of the shift is considered to be the end of the holiday activity. 

  • The 1st 15 minutes of a shift are covered in a “team meeting” activity (not a holiday or absence & has IsOOA=true), we can consider the start of the shift to still be the start of the shift.

Column Descriptions