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Real-Time Adherence

Monitor schedule adherence in real-time and receive instant alerts for deviations.

Overview

Real-time adherence tracking helps you:

  • See what agents are doing right now
  • Compare actual vs. scheduled activities
  • Identify and address deviations quickly
  • Improve schedule compliance

The Adherence Dashboard

Access the adherence dashboard from Adherence in the sidebar.

Dashboard Components

| Section | Description | |---------|-------------| | Agent Grid | All agents with current states | | Adherence Summary | Overall adherence percentage | | Active Alerts | Current deviations requiring attention | | Timeline | Visual schedule vs. actual |

Agent States

The dashboard shows each agent's current state:

| State | Icon | Description | |-------|------|-------------| | Available | 🟢 | Ready for contacts | | On Call | 📞 | Handling a contact | | After Call Work | 📝 | Post-call tasks | | Break | ☕ | On scheduled break | | Lunch | 🍽️ | On lunch break | | Meeting | 👥 | In a meeting | | Training | 📚 | In training session | | Offline | ⚫ | Not logged in |

Adherence Status

Each agent shows their adherence status:

  • In Adherence (green): Actual state matches scheduled
  • Out of Adherence (red): State doesn't match schedule
  • Partial (yellow): Grace period or acceptable deviation

Setting Up Real-Time Data

ACD Integration

To get real-time agent states, connect your ACD:

  1. Create an API key with import:agent-states permission
  2. Configure your ACD to push state changes
  3. Use the integration endpoint:
bash
curl -X POST https://your-domain.com/api/v1/import/agent-states \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "data": [{
      "agentId": "john.doe@company.com",
      "state": "on_call",
      "timestamp": "2026-01-29T08:30:00Z",
      "queue": "sales"
    }]
  }'

Agent ID should match the employee's email in ezyWFM.

Supported State Codes

Map your ACD states to ezyWFM:

| ezyWFM State | Common ACD Codes | |--------------|------------------| | available | READY, AVAILABLE, IDLE | | on_call | TALKING, CALL, BUSY | | after_call_work | ACW, WRAP, WRAPUP | | break | BREAK, AUX_BREAK | | lunch | LUNCH, AUX_LUNCH | | offline | LOGOUT, OFFLINE, NOT_READY |

Adherence Alerts

Alert Types

| Alert | Trigger | Priority | |-------|---------|----------| | Late Start | Agent not logged in at shift start | High | | Early Leave | Agent logged off before shift end | High | | Extended Break | Break exceeds allowed duration | Medium | | Unscheduled Break | Break during non-break period | Medium | | Wrong Queue | Agent in incorrect skill queue | Low |

Configuring Thresholds

Set alert thresholds in Settings → Adherence:

  • Late start grace period (e.g., 5 minutes)
  • Extended break threshold (e.g., 10 minutes over)
  • Out of adherence duration before alert (e.g., 3 minutes)

Managing Alerts

  1. View active alerts on the dashboard
  2. Click an alert for details
  3. Take action:
    • Acknowledge: Mark as seen
    • Resolve: Issue addressed
    • Add Note: Document reason
  4. Alert history is saved for reporting

Adherence Metrics

Real-Time Metrics

The dashboard shows:

  • Overall Adherence: Percentage of agents in adherence
  • Agents Out: Count of non-adherent agents
  • Average Duration: How long agents have been out

Calculating Adherence

Adherence % = (Time In Adherence / Total Scheduled Time) × 100

Example:

  • 8-hour shift (480 minutes)
  • 30 minutes out of adherence
  • Adherence = (450 / 480) × 100 = 93.75%

Adherence vs. Conformance

| Metric | What it measures | |--------|-----------------| | Adherence | Right activity at right time | | Conformance | Total scheduled vs. worked hours |

Team Views

By Team

Filter the dashboard by team:

  1. Select team from dropdown
  2. View only that team's agents
  3. See team-specific metrics

By Skill

View adherence by skill queue:

  1. Select skill filter
  2. See agents assigned to that skill
  3. Monitor skill coverage

Historical Adherence

Adherence Reports

View historical adherence data:

  1. Go to Analytics → Adherence
  2. Select date range
  3. View by agent, team, or overall

Trend Analysis

Track adherence trends:

  • Daily adherence by hour
  • Weekly patterns
  • Agent performance over time

Best Practices

  1. Set realistic thresholds: Start lenient, tighten over time
  2. Address patterns: Look for repeat offenders
  3. Train supervisors: Ensure consistent alert handling
  4. Communicate expectations: Agents should know adherence goals
  5. Review regularly: Weekly adherence meetings

Troubleshooting

States Not Updating

If agent states appear stale:

  1. Check ACD integration is sending data
  2. Verify API key is valid
  3. Check agent ID mapping (email match)
  4. Review integration logs

False Alerts

If alerts trigger incorrectly:

  1. Verify schedule is published
  2. Check timezone settings
  3. Review threshold configuration
  4. Check for clock synchronization issues

Missing Agents

If agents don't appear:

  1. Ensure they have published shifts today
  2. Check employee status is active
  3. Verify team assignment

Next Steps