Adherence Categories

This page explains how to enable and configure adherence categories in WFM. Adherence categories allow you to group multiple activity codes under a single category, providing a more flexible way to monitor adherence. For an overview of how adherence is monitored and calculated, see Real Time Adherence.

After enabling adherence categories, adherence is calculated by comparing categories instead of individual activity codes. To understand how adherence is calculated with and without categories, including examples, see How Adherence is Calculated.

Enable the New Monitoring Method

Because you're changing how adherence is monitored, it's best to enable the enhanced adherence monitoring method at the end of a reporting cycle. For example, the adherence report may be inaccurate if the method was enabled in the middle of the day. It's recommended to enable over the weekend, at the end of the month.

To enable the new monitoring method:

1. Go to Admin > Setup > Adherence Category.

2. Download and review the adherence category simulated report and click Activate.

3. Select I reviewed the adherence category simulated report and click Activate. This change is permanent. Once activated, you cannot use the old method.

Once activated, the system will create default categories for your existing activities.

To create your own category:

1. Click New Category.

2. Enter the name of the new category and select WFM activities for the new category. Keep in mind, each activity code can be assigned to only one category.

3. Click Save.

Adherence Category Simulated Report

Only the mapped activity codes of the ACD events are considered for the simulated report.

The report displays the following information:

• Schedule activity: The scheduled activity for the agent. It is Open by default.

• Schedule category: The scheduled category of the agent’s activity.

• Actual activity: The actual activity of the agent. This activity is derived from ACD.

• Actual category: The actual category is based on the actual activity of the agent.

• Agent status: The status of an agent, such as in adherence, out of adherence, adherence not calculated.

• IsOpen: Whether the agent is scheduled to be open for interactions, such as calls or emails.

Assign Scheduled Activities to Categories

Agents are scheduled for tasks with activity codes. When monitoring adherence, these activity codes are defined as scheduled activities.

Let’s say you want to map two activity codes to an adherence category. The activity codes are OutboundCall and OutboundChat, and the category is WorkHours.

Open the Adherence Category page. Select the WorkHours category and assign both codes. When agents are scheduled for OutboundCall or OutboundChat, their scheduled category is WorkHours.

Assign Actual Activities to Categories

Actual activities are the activities that agents perform, as received from the ACD system. They are received from the ACD as a combination of an ACD event ID and reason. Each combination can be mapped to only one activity code. This is called ACD mapping. Each mapping can be an actual activity.

Keep in mind, you cannot assign ACD events directly to an adherence category. To assign an event, first map the event to an activity code. After that, assign that activity code to a category.

Let’s say you want to assign an ACD event called OutboundActual to the WorkHours category:

1. Check which activity codes are assigned to that category . In this example, OutboundCall and OutboundChat are assigned to the WorkHours category. You can assign a new code as well.

2. On the ACD Mappings page, map the OutboundActual to an activity code that’s assigned to the WorkHours category . In this case, map it to either OutboundCall or OutboundChat.

The actual category is WorkHours when the actual activity is OutboundActual.

For details on how adherence is calculated when categories are missing, see Adherence with Missing Categories.