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. In other words, they are performing the tasks they are scheduled to perform. Adherence is mapped in the Workforce Management account-level settings.

This article covers:

• How to view the real-time adherence dashboard
  • Information in the real-time adherence dashboard
• How to view the historical adherence report
  • Information in the real-time adherence dashboard

Prerequisites 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

You can view real-time adherence for the current day on the dashboard or access the historical adherence report by following the link in the upper right hand corner. You can use this dashboard to view real time adherence filtered by agent(s), status, or scheduling groups.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
3. Click Adherence.
4. Enter your search criteria or use the filter bars to filter by status, scheduling groups, or agents. By default, all agents are shown.
5. (Optional) Enable Show out of adherence only to only show data for agents that are out of adherence.

Information in the real-time adherence dashboard

• Overall Adherence Percentage: The current percentage of agents that 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 view the historical adherence report

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Workforce Management.
3. Click Adherence.
4. In the top-right corner, click View Adherence Report.
5. Change the time period and select up to one month of historical data.
6. Use the filters to create a report on individual agents or scheduling groups.
7. Click Apply.

Information in the real-time adherence 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.