View detailed adherence for an agent

The Adherence Details drawer is opened and closed by clicking an agent’s name in the Agents list. It shows how well the agent has maintained schedule adherence since the start of the day. Adherence is calculated using agent state data captured from the ACD in real time. For this reason, the values displayed at the top of the Adherence Details drawer (Scheduled Total, Scheduled In Service, Actual In Service, and Out of Adherence) reflect the data at the time you open the drawer and might differ from the values shown in the detail portion. You can refresh the data in the drawer by closing it and then reopening it.

You can use the Adherence Details drawer to do the following:

Compare the agent’s scheduled activities with real-time statistics about the agent from the ACD
Interpret adherence statistics

The following table describes the Adherence Details drawer fields.

Column	Description
Adherence %	The agent’s adherence score. The percentage value is updated every time the drawer is opened. The value is displayed as a decimal and is calculated every 15 minutes. NOTE This value might differ from the A % value in the Adherence drawer because each drawer refreshes at a different rate and because the values are rounded in the Adherence drawer.
Conformance %	The agent’s conformance score. The percentage value is updated every time the drawer is opened. The value is displayed as a decimal and is calculated every 15 minutes. NOTE This value might differ from the C % value in the Adherence drawer because each drawer refreshes at a different rate and because the values are rounded in the Adherence drawer.
Scheduled Total	The total time the agent is scheduled to work for the selected date. If the selected date is the current date, the value is calculated to the time the drawer was opened. This value includes only paid time, not unpaid time.
Scheduled In Service	The total time the agent is scheduled to be in service and available to handle calls for the current date at the time the drawer is opened. When agents are in service, they are either ready to handle a call or already handling a call.
Actual In Service	The total time the agent is ready or handling at the current time for the current date. NOTE In Service time is based solely on the real-time feed from the ACD and includes any time spent by the agent in the Ready, Talk, Hold, and Work states. This might not match In Service time in other reports, since those other reports are based on historical data feeds.
Out of Adherence	The total time the agent is out of adherence for the current date at the time the drawer is opened.
Scheduled	A list of scheduled activities and their start times for the selected day.
Actual	The actual agent data for the following three values: Agent State—The agent’s state from the ACD Reason Code—The reason code associated with the Out of Service and Not Ready states In—The time when the agent entered the agent state
In Adherence	The time in adherence for each agent state. If the selected date is the current date, the value is calculated up to the current time.
Out of Adherence	The time out of adherence for each agent state. If the selected date is the current date, the value is calculated up to the current time.