Adherence Categories

Monitoring adherence helps ensure that agents perform their tasks according to the schedule. This page overviews how adherence is monitored and reported in CXone WFM.

Keep in mind, this page covers the enhanced monitoring method. After enabling the enhanced method, you can map multiple activity codes (defined as Scheduled activities) to an ACD event (Actual activities). If not enabled, adherence is monitored with only ACD mappings.

Monitor Adherence with Adherence Categories

Adherence is monitored by comparing the actual and scheduled categories, or by mapping actual activities to scheduled activities. This relies on ACD mapping and assigning activity codes to adherence categories.

The old method monitors adherence by comparing the actual and scheduled activities. It only relies on ACD mapping. Agents are in adherence when the scheduled activity (an activity code) matches an actual activity (an ACD event mapped to the same activity code). This means an ACD event cannot be mapped to two activity codes.

With the new method, you can assign the actual activity to the same category as both scheduled activities:

In brief, an agent is considered in adherence when the category of the scheduled An activity that an agent is scheduled to preform. These activities are scheduled using WFM activity codes. and actual An activity the agents preform, as received from the ACD. These activities are received as a combitnation of an ACD event and a reason. activities match.

Enable the New Monitoring Method

Because you're changing how adherence is monitored, it's best to enable the new method at the end of a reporting cycle. For example, the adherence report may be inaccurate if the method was enabled in the middle of the day. It's recommended to enable over the weekend, at the end of the month.

To enable the new monitoring method:

1. Go to Admin > Setup > Adherence Category.

2. Download and review the adherence category simulated report and click Activate.

3. Select I reviewed the adherence category simulated report and click Activate. This change is permanent. Once activated, you cannot use the old method.

Once activated, the system will create default categories for your existing activities.

To create your own category:

1. Click New Category.

2. Enter the name of the new category and select WFM activities for the new category. Keep in mind, each activity code can be assigned to only one category.

3. Click Save.

Adherence Category Simulated Report

Only the mapped activity codes of the ACD events are considered for the simulated report.

The report displays the following information:

• Schedule activity: The scheduled activity for the agent. It is Open by default.

• Schedule category: The scheduled category of the agent’s activity.

• Actual activity: The actual activity of the agent. This activity is derived from ACD.

• Actual category: The actual category is based on the actual activity of the agent.

• Agent status: The status of an agent, such as in adherence, out of adherence, adherence not calculated.

• IsOpen: Whether the agent is scheduled to be open for interactions, such as calls or emails.

Assign Scheduled Activities to Categories

Agents are scheduled for tasks with activity codes. When monitoring adherence, these activity codes are defined as scheduled activities.

Let’s say you want to map two activity codes to an adherence category. The activity codes are OutboundCall and OutboundChat, and the category is WorkHours.

Open the Adherence Category page. Select the WorkHours category and assign both codes. When agents are scheduled for OutboundCall or OutboundChat, their scheduled category is WorkHours.

Assign Actual Activities to Categories

Actual activities are the activities that agents perform, as received from the ACD system. They are received from the ACD as a combination of an ACD event ID and reason. Each combination can be mapped to only one activity code. This is called ACD mapping. Each mapping can be an actual activity.

Keep in mind, you cannot assign ACD events directly to an adherence category. To assign an event, first map the event to an activity code. After that, assign that activity code to a category.

Let’s say you want to assign an ACD event called OutboundActual to the WorkHours category:

1. Check which activity codes are assigned to that category . In this example, OutboundCall and OutboundChat are assigned to the WorkHours category. You can assign a new code as well.

2. On the ACD Mappings page, map the OutboundActual to an activity code that’s assigned to the WorkHours category . In this case, map it to either OutboundCall or OutboundChat.

The actual category is WorkHours when the actual activity is OutboundActual.

Adherence with Missing Categories

In some cases, the category could be missing for RTA or the Adherence report. When missing, the value is displayed as --. Reasons why the category can be missing for:

• Actual activity:

  • Unknown: When the agent isn’t performing an activity.

  • Unmapped: When the agent is performing an unmapped activity. This means the agent is engaged in an activity, but the system doesn’t know what type.

• Scheduled: This happens when the agent isn’t scheduled to work.

Adherence states when categories are missing:

• Out of adherence:

  • The agent has scheduled activity, but no actual activity (Unknown). Why? Because the agent is scheduled to work, and there’s no actual activity.

  • The agent has no scheduled activity but is engaged in an actual activity. The agent is working without being scheduled to work.

• Adherence not calculated:

  • The agent has scheduled activity but an unmapped actual activity. The agent is scheduled to work and is working, but CXone WFM doesn’t know what activity. In this case, there’s no way to know if the agent is in or out of adherence.

  • The agent is scheduled to be out of office, and there’s no actual activity (Unknown). Adherence isn’t calculated because the agent isn’t supposed to be working, and they aren’t. They cannot be in adherence when they aren’t scheduled to work.

• In adherence: When the categories are missing for both. The agent is in adherence, when the scheduled and actual activity are in the same ACD mapping.