View adherence data
After publishing a schedule and employees log in and record their activities, the system displays adherence data on the schedule. You can view this data to understand whether the actual activities of employees match their scheduled activities.
Before you begin
| • | Publish the schedule |
Procedure
| 1 | Go to Forecasting and Scheduling. Under Calendar, select Calendar. |
| 2 | For each employee for the selected published schedule, view the data in the primary time record row. |
This row shows the primary record of actual work done by the employee. Data for this row usually comes from an Automated Call Distributor (ACD) that is loaded automatically into the system. Employees log on to the system from their phone and indicate their actual state or activity that they are doing. An Automated Call Distributor or ACD captures the state.
Primary time record data can also be recorded manually by the employee from the WFMWorkforce Management product in the system that helps measure and leverage the individual talents and preferences of each employee, uniquely ensures that their skills and each one’s proficiency are aligned with business objectives and customer needs, and helps produce optimum schedules. application. Logged in as an employee, they go to My Home, My Time and Time Record. Managers can also record time for the employee manually by going to Tracking, Adherence and Day Details.
| 3 | Compare the activities displayed in the primary time record against the activities in the Published Schedule. |
The Published Schedule shows what the employee is meant or scheduled to be doing. The primary time record shows what the employee is actually doing.
| 4 | View the data in the Adherence row. |
When defined adherence thresholds are exceeded and the recorded activities (on the primary time record row) are not the same, or not mapped to the scheduled activities on the Published schedule, this gap is displayed on the Adherence row as an adherence exception.
| 5 | For the time granularity, click Hours or Day. |
In these views, data is displayed if the primary time record does not match the Published Schedule. Before approving a misalignment in the data, the data appears in red. After approving a misalignment in the data, it appears in green for that time frame. In this view, it shows how much the employee is not adhering to the schedule.
| 6 | Click Week or Period. |
In these views, a specific percentage appears (such as 87%), indicating how much the employee adhered to the schedule for that specific day.
This value takes into account employees whose exceptions have been authorized against the published schedule. If an employee has an exception that has been authorized, the employee is considered to be in adherence during the authorized time window.
| 7 | View the data in the secondary time record row. |
Similar to the primary row, the secondary row also shows a record of actual work done by the employee. It is another way of monitoring what the employee is doing. The data for this time record is generated mostly by the Desktop & Process Analytics (DPADesktop Process Analytics is a product in the system that captures events and data from employee desktops and makes them actionable.) product. It monitors the employee desktop.
There is no manual way of entering a Secondary time record. The data is fed by the Generic - FTCI - File Import Time CollectionA Collection is a group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality. Interface, which is a continuous process that extracts employee time records from a flat file and inserts them into the database.
The secondary time record provides read-only data. The data is not used in any calculation. It is not used to decide whether an employee is adhering or not adhering to a schedule.