Viewing the Workforce Management adherence dashboard and report
The adherence real-time dashboard and historical report provides a snapshot of whether an agent or group of agents are in or out of adherence. Adherence in Workforce Management refers to percentage of time spent within designated statuses (e.g., if an agent is assigned to Voice for a set amount of time, they must be in the required status for a specified percentage of that assigned time to be within adherence). Adherence is mapped in the Workforce Management account-level settings.
Requirements for viewing the adherence dashboard and report
- Zoom Contact Center license
- Zoom Workforce Management license
- Account owner or admin privileges
How to view the real-time adherence dashboard
- Sign in to the Zoom web portal.
- In the navigation menu, click Workforce Management.
- Click Adherence.
- Enter your search criteria or use the filter bars to filter by status, scheduling groups, or agents. By default, all scheduled agents are shown.
- (Optional) Enable Show out of adherence only to only show data for agents that are out of adherence.
- (Optional) Disabled Show scheduled agents only to show all agents instead of only agents who are currently scheduled to work.
Information in the real-time adherence dashboard
- Overall Adherence Percentage: The current percentage of agents who are in adherence. Calculated by taking the number of agents in adherence divided by the total number of agents.
- Out of adherence: The current number of agents that are out of adherence compared with the total number of agents based on the specified filters.
- < 1 minute: The current number of agents that have been out of adherence for less than 1 minute.
- 1-5 minutes: The current number of agents that have been out of adherence for 1 to 5 minutes.
- > 5 minutes: The current number of agents that have been out of adherence for 1 to 5 minutes.
- Agent table
- Agent: The agent’s Zoom profile display name.
- In/Out: The agent’s adherence status. A green dot icon means the agent is currently in adherence.
- Scheduled activity: The agent’s current activity as defined in their schedule.
- Status: The agent’s current availability status.
- Sub-status: The agent’s current sub-status.
- Time in status: The amount of time the agent has been in the current availability status. Displayed in hours, minutes, and seconds.
- Time out of adherence: The amount of time the agent has been out of adherence.
- Adherence %: The percentage of time that agent was in adherence.
How to create a historical adherence report
- Sign in to the Zoom web portal.
- In the navigation menu, click Workforce Management.
- Click Adherence.
- In the top-right corner, click View Adherence Report.
- Click Create new report.
A new window will appear. - Fill out the required information to generate the historical adherence report.
- Description (optional): A description for your report, up to 190 characters.
- Date range: The range to pull from for generating the adherence report.
- Time zone: The time zone for the report.
- Activities (optional): Assigned activities to consider for the report. All activities will be considered if none are selected. Only activities that were present during the selected date range will appear in the dropdown.
- Scheduling group: Which scheduling group(s) to include in the report.
- Filter group: Which filter group(s) to use in the report.
- Add/remove agents (optional): Select specific agents to include in or exclude from the adherence report.
- Click Create.
- The report will be generated.
- Click the report’s date range in the Adherence reports list to view it once your report has finished generating.
Information in the historical adherence report dashboard
- Agent: The agent’s Zoom profile display name.
- Date: The time period specified for the report.
- Adherence %: The percentage of time that agent was in adherence. The icon displayed depends on the adherence thresholds set in account-level settings.
- Time in adherence: The amount of time the agent has been in adherence.
- Time out of adherence: The amount of time the agent has been out of adherence.