Monitoring adherence and activity mapping help ensure that agents perform their tasks according to the schedule. 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.
You can track your agents' adherence to their schedules by using:
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Map ACD Events to Activities: This feature lets you link Automatic Call Distributor (ACD) events to activity codes. This helps you keep track of whether agents are following their schedules. After you set up the activity codes for your scheduling units, you can link them to ACD events. This lets you monitor and review the activities with Real Time Adherence (RTA) and the adherence report.
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Adherence Categories: To enhance monitoring adherence, you can use adherence categories to map multiple activity codes to one ACD event. In this page, you can learn how to enable the enhanced adherence method, how it works, and how to assign scheduled activities to categories.
You can use any method of adherence monitoring, but not both. Once you activate the adherence categories method, that change is permanent.