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* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
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Adherence View
- Larry Brown (Deactivated)
- cjeintermedia (Unlicensed)
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 colors:
- 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.
Note: All Agents scheduled for the day will appear in the Adherence View tab.
Related content
Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)