Unified Status Schedule Adherence: Measure Adherence from Agent Statuses
Schedule adherence asks one question: while agents were scheduled to do something, were they doing it? Qvasa has three ways to answer it. Two of them read your agents' unified statuses from Zendesk (Online, On Break, Lunch, Training and any custom statuses you use), so they cover breaks, lunch, training and back-office time, not only time online on a channel.
Scheduled Adherence: an agent adheres when they're online on a Zendesk channel the schedule code expects. It counts only channel time.
Productive Unified Status Schedule Adherence: an agent adheres when they're in a status marked Productive while scheduled on a productive code.
Unified Status Schedule Adherence (per code): an agent adheres when they're in one of the statuses that code allows. Breaks adhere to On Break, lunch to Lunch, productive codes to your working statuses, and so on.
Before you start
You need schedules in Qvasa from your WFM tool, and agent statuses tracked from Zendesk. If you don't see the Adhering statuses column described below, contact us and we'll turn status tracking on for your account.
Who can set it up: anyone who can manage schedule codes.
Changes apply to the past too. Adherence is worked out when a widget loads, so changing a code's adhering statuses, or a status collection it uses, recalculates past dates as well.
Set up which statuses count
Go to WFM > Activities. Each schedule code your WFM tool sends is a row. Above the table, three cards explain which column feeds which adherence metric.
For Productive adherence
Check each code's Category. Codes in a productive category, such as Productive Work, are the time that counts.
Under Zendesk Agent Statuses, mark the statuses agents work in as Productive, for example Online and Wrap-up.
For per-code adherence
In the Adhering statuses column, click the pencil on a code.
In the panel, search for and pick the statuses that count as adhering while an agent is scheduled on that code. You can pick individual unified statuses or a status collection. A collection counts every status in it, and keeps counting the right ones as you change the collection.
Click Save.
A typical setup:
Schedule code | Adhering statuses |
Email, Messaging, Talk and the other working codes | A collection such as Available to take work (Online, Wrap-up) |
Break | On Break |
Lunch | Lunch |
Training | Training |
Codes with nothing chosen are left out of per-code adherence entirely; time scheduled on them doesn't count either way. The header counts them ("2 without adhering statuses"), and clicking the count filters the table to those codes.
If every status a code allowed has since been deleted, the cell shows No statuses left. Agents can never adhere to that code until you choose new ones.
Add the widgets to a dashboard
Each adherence metric, Productive and per-code, has six widgets. Add them from the widget picker the usual way:
Live quick stat: adherence right now, across the agents scheduled at this moment.
Quick stat over the date range, with the change against the previous period.
Rate over time: adherence by day, week or month.
Rate by agent over time: one line per agent.
Rate by agent: as a donut or bar chart, as a column in the agents table, or as a section in an agent scorecard.
Adhering time by agent: how long each agent spent adhering, for your own formulas.
Put the rates side by side in the agents table to compare the three ways of measuring for each agent. An agent with a low Scheduled Adherence but a healthy per-code rate is usually spending scheduled time in statuses that are right for the code but aren't online on a channel, such as wrap-up or back-office work.
How it's calculated
Rate = time spent in an adhering status during scheduled blocks ÷ the scheduled time of those blocks.
Time with no unified status recorded counts as not adhering.
Quick stats and by-agent widgets take every scheduled block that overlaps the date range. Charts over time put a block in the day, week or month it starts in. A block is measured up to now, so a block in progress counts only its elapsed time.
Blocks removed from the schedule don't count.
Scheduled Adherence's rate over time also groups days, weeks and months by your account's time zone, so it lines up with the by-agent version and the other charts.
Troubleshooting
"No schedule codes have adhering statuses yet." Choose them in the Adhering statuses column on WFM > Activities.
"No unified statuses are marked as Productive." Mark your working statuses as Productive under Zendesk Agent Statuses.
"No schedule codes count as productive." Put your working codes in a productive category on WFM > Activities.
There's no Adhering statuses column. Agent statuses aren't tracked for your account yet. Contact us.
A code's time doesn't seem to count. Check that it has adhering statuses. Codes with none are left out of per-code adherence.