Adherence Report

The Adherence Report helps supervisors and workforce management (WFM) planners monitor agent schedule adherence and conformance. This report provides real-time insights into how closely agents follow their assigned schedules, making it easier to identify trends, reward high performers, and address deviations quickly.

Marianne Dashwood, an agent at Classics, Inc., is scheduled to work eight hours, from 9:00 AM to 5:00 PM. She works from 9:30 AM to 5:30 PM. Because she worked eight hours, Marianne is in 100% conformance. But because she didn't work exactly during her schedule, she is not in 100% adherence.

From 9:00 to 9:20, she has an adherence value of 0 minutes. From 9:20 to 9:40, she has an adherence value of 10 minutes.

You must have these permissions:

  • Dashboard > Dashboard Templates > Adherence Report:view:On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

Agent Summary Widget

Shows the total time each agent spent in scheduled activities, in adherence, out of adherence, and in/out of conformance. Columns include:

Column Description
Agent Name of the agent.
Scheduling Unit Name of the scheduling unit that the agent is working in.
In Adherence The amount of time the agent was in adherence. Displays in days, hours, minutes, seconds, or a combination.
In Adherence % Percentage of time the agent followed their schedule. (Time in adherence / Scheduled time) x 100.
Out Adherence % Percentage of time the agent did not follow their schedule. (Time out of adherence / Scheduled time) x 100.
Conformance The amount of time the agent was in conformance. Displays in days, hours, minutes, seconds, or a combination.
Conformance % Percentage of time the agent was in conformance. (Time in conformance / Scheduled time) x 100.

Agent Adherence Variance Widget

This widget presents the amount of time scheduled per each agent, the percentage of time spent in adherence, and the median of all agents.

Column Description
Agent Name of the agent.
Scheduled Time The amount of time the activity was scheduled for agents.
In Adherence % Percentage of time the agent followed their schedule. (Time in adherence / Scheduled time) x 100.
% Median The median adherence percentage for the selected agents (same value for all agents in the selection).
Variance from Median (%) How far a given agent’s In Adherence % is from the median % value of all agents.

Activity Summary Widget

This widget presents the total time the agent spent out of adherence for each activity, percentage of the original scheduled time the agent spent out of adherence, total time the agent spent in conformance for each activity, percentage of the original scheduled time the agent spent in conformance.

Column Description
Activity The name of the activity as it appears on agents' schedules.
Scheduled The amount of time the activity was scheduled for agents.
Actual The amount of time agents spent in the activity.
Out The amount of time agents scheduled for the activity were out of adherence.
Out % Percentage of time agents scheduled for the activity were out of adherence. (Time out of adherence / Scheduled time) x 100.
Conformance The amount of time agents scheduled for the activity were in conformance.
Conformance % Percentage of time agents scheduled for the activity were in conformance. (Time in conformance / Scheduled time) x 100.

Adherence Over Time Widget

Shows adherence trends for the configured date range to help supervisors monitor performance over time and identify periods of high or low adherence.

Column Description
Date The calendar date for each row of adherence data. This column identifies the specific day within the selected reporting period (for example, each of the last 30 days), allowing you to view and compare adherence metrics (In Adherence, Out of Adherence, Scheduled Time) for each individual day.
In Adherence The total time agents were in adherence during each interval.
Out of Adherence The total time agents were out of adherence during each interval.
Scheduled Time The total scheduled time for agents during each interval.

OOA Cause Widget

Displays the actual activities agents performed when they were out of adherence, compared to their scheduled activities. You can select scheduled activities to see which actual activities occurred during OOA periods.

Column Description
Scheduled Activity Name The name of the activity as it appears on agents' schedules.
Actual Activity Name Actual activities performed during OOA periods for selected scheduled activities.
Number of Instances The number of times the actual activity occurred during OOA periods for the selected scheduled activity.
Total OOA Duration The total duration agents spent in the actual activity while out of adherence for the selected scheduled activity.

Raw Data

Provides granular adherence data per agent.

Column Description
Agent Name of the agent.
Scheduling Unit Name of the scheduling unit that the agent is working in.
Scheduled Activity The activity the agent was scheduled to perform during the interval.
Actual Activity The activity the agent actually performed during the interval.
Published Schedule The published schedule for the agent during the interval.
In The amount of time the agent was in adherence during the interval.
Out The amount of time the agent was out of adherence during the interval.
Conformance The amount of time the agent was in conformance during the interval.
Day The calendar date for the record.
Start Time The start time of the interval (formatted as HH:MM:SS).
End Time The end time of the interval (formatted as HH:MM:SS).