Adherence overview

AdherenceMeasure used in WFM to determine how well an employee’s scheduled activities match their actual, real-time activities. monitors how well the scheduled activities of employees match their actual or real-time activities. This analysis allows you to determine if your organization can be more efficient through process changes, policy changes, or performance coaching.

Monitoring adherence from data sources

One main way to monitor adherence is from data sources connected to an Automated Call Distributor (or ACD):

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.

The data source on the ACD translates the state into a reason code, which represents the actual activity the employees is performing.

The data source sends the reason code to the Time Collector component in 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..

The Time Collector links the reason code with a WFM activity, based on defined Time Collector MappingsEntity in WFM that maps the reason code of a data source with an organization's activities. defined in the system.

This mapping is used by the Adherence module to check if employees are in adherence. Alternatively, it checks if the actual activities they are performing matches their scheduled activities.

To enable this adherence monitoring, define the Time Collector Mappings in the Work Administration module in WFM.

Example: Monitoring adherence from data sources

Employee #9345 logs in by phone and changes their state to one indicating they are working on the phone.

The corresponding data source on the ACD translates this activity into the OnP reason code, and sends this code to the Workforce ManagementProduct 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.

The Time Collector Mapping links the OnP reason code sent from the data source to the WFM activity, Phone.

The Adherence mapping checks to see if the Phone activity is mapped to the scheduled activity, Answer Calls.

After performing the Phone activity for the scheduled amount of time, employee #9345 logs in and changes their phone state to the After Call Work activity.

The corresponding data source translates this activity into the ACW reason code, and sends this code to the Workforce Management application.

The Time Collector Mapping links the ACW reason code sent from the data source to the WFM activity, After Call Work.

The Adherence mapping checks to see if the After Call Work activity is mapped to the scheduled activity, Answer Calls.

If Phone and After Call Work are mapped as alternate activities for Answer Calls, the employee is considered to be in adherence. If these activities are not mapped to Answer Calls, the employee is considered to be out of adherence.

To monitor employee adherence for non-phone employees, employees need to log their activities using the My Time module in My Home. This method is a different way of monitoring adherence, and is not defined by the Time Collector Mapping module.