7.5

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Questions and Answers

What is the purpose of the Adherence Exception Threshold?

To set a minimum duration for adherence exceptions to be recorded in calculations. (correct)
To determine the number of minutes an agent is considered severely out of adherence.
To decide whether non-scheduled activities count towards overall performance.
To establish the minimum target adherence percentage for performance.

What should be considered when setting the Severe Adherence Threshold?

It should align with operational requirements. (correct)
It only applies to scheduled breaks.
It is not significant for adherence calculations.
It can be set to any value without operational consequences.

What does the Activity Equivalency Toggle determine?

If activities outside the scheduled time are included in adherence calculations.
If non-On Queue activities are treated as equivalent for adherence calculations. (correct)
How exceptions are reported to management.
Whether to ignore specific activities from adherence calculations.

What is a suggested practice when aligning Adherence Targets?

Align the target percentage with the organization's performance goals. (A) Signup and view all the answers

Which activity type might be ignored in adherence calculations?

Specific activities based on management's choice. (D) Signup and view all the answers

What is the default value for the Severe Adherence Threshold?

5 minutes. (C) Signup and view all the answers

What effect does setting the Working Outside Shift Considered Exception Toggle to 'Yes' have?

On Queue activities outside scheduled times are counted as adherence exceptions. (B) Signup and view all the answers

What should be the focus when fine-tuning exceptions in adherence configurations?

Filtering out minor deviations that do not significantly affect performance. (C) Signup and view all the answers

Flashcards

Severe Adherence Threshold

The amount of time an agent is considered severely out of adherence. This threshold is used to identify significant deviations from the schedule.

Adherence Exception Threshold

The minimum duration for adherence exceptions to be included in historical calculations. Exceptions shorter than this threshold are ignored.

Adherence Target

The target adherence percentage for historical adherence calculations. This value represents the desired level of adherence.

Activity Equivalency Toggle

Determines whether non-On Queue activities, such as breaks, are treated as equivalent to On Queue activities for adherence calculations. When enabled, these activities contribute to adherence.