Real-time agent adherence compares planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators. Managers and supervisors can compare agents' actual activities against their schedules, review a breakdown of adherence by activity, and manage exceptions. The also see when agents are available for calls and when they take their lunches and breaks based on predetermined schedules.
Why is real-time adherence important?
A key component to managing adherence is shrinkage, which is the time for which agents are paid during times when they are not available to handle calls. Shrinkage can dramatically affect your center's ability to meet service levels. Real-time adherence provides you the capabilities and tools to manage and reduce shrinkage.
- Monitor agent status in real-time
- Receive instant alerts for out-of-adherence states
- View agent exceptions in real-time and approve or deny right away
- Monitor and analyze key performance indicators and trends to reforecast, reschedule, and adjust staffing
- Track and compare forecasted and actual center statistics
- Schedule overtime or time off during high and low call volume situations
- Evaluate adherence and take action to improve performance
