The Adherence View displays real-time information on whether an agent is adherent, non-adherent, or severely non-adherent. Agents’ Adherence level is indicated by three different colourscolors:
- Green – Indicates Agents are Adherent. If Agents are adherent they are working the amount of time they are scheduled to work. For example, if an Agent is logged in from 7:00 AM to 10:00 AM and is supposed to be logged in at that time, the Agent is being Adherent, and therefore the Agent line in the tab would be green in color.
- Yellow – Indicates Agents are Non-Adherent. If Agents are non-adherent they are working the most of the time they are scheduled to work, but are slightly off schedule. For example, if an Agent logs in at 7:15 AM, but should be logged in at 7:00 AM, the Agent is being Non-Adherent, because he is starting outside of his scheduled shift time, therefore the Agent line in the tab would be yellow in color.
- Red – Indicates Agents are Severely Non-Adherent. If Agents are severely non-adherent they are not working the amount of time they are scheduled to work. For example, if an Agent is supposed to be logged in at 7:00 AM, but does not log in all day, the Agent is being Severely Non-Adherent, and therefore the Agent line in the tab would be red in color.
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