7.4 Historical Adherence Metrics Quiz

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What does the adherence metric indicate?

Frequency of agent absences per month.

Overall agent performance during peak hours.

Total number of agents available.

Percentage of time agents follow their schedules. (correct)

Which of the following best defines 'exceptions' in the context of historical adherence?

Periods when an agent is on break.

Scheduled shifts that were canceled.

Times when agents work extra hours beyond their shifts.

Instances where agents deviate from their schedules. (correct)

What is the effect on adherence calculation if 'Working Outside Shift Considered Exception' is disabled?

It changes how exceptions are reported.

It eliminates the role of exceptions in calculations.

It increases the adherence percentage. (correct)

It decreases the adherence percentage.

What information can be accessed through the Historical Adherence feature?

Adherence metrics and the nature of adherence exceptions. (D) Signup and view all the answers

If an agent works 50 minutes on queue after arriving 10 minutes late and makes up 10 minutes outside of scheduled time, what is their adherence percentage with exceptions considered as part of the calculation?

71.4% (A) Signup and view all the answers

What should managers primarily do to improve operational efficiency based on historical adherence data?

Analyze patterns in adherence data to identify trends. (B) Signup and view all the answers

Which of the following is NOT a component of adherence metrics?

Workload Balance (C) Signup and view all the answers

In what section of the system can Historical Adherence be accessed?

Admin > Workforce Management > Historical Adherence. (B) Signup and view all the answers

What does the term 'conformance' refer to in the context of historical adherence?

The overall compliance with scheduled shifts. (C) Signup and view all the answers

What happens to the adherence percentage calculation when 'Working Outside Shift Considered Exception' is enabled?

It includes time spent outside scheduled hours as an exception. (A) Signup and view all the answers

Which metric would indicate the total time agents spent not following their schedules?

Exceptions (A) Signup and view all the answers

How can managers use historical adherence data effectively?

To identify patterns of recurring exceptions. (A) Signup and view all the answers

What does the exception duration metric represent?

The total time spent in exception states. (D) Signup and view all the answers

What key feature is associated with the reporting view of historical adherence?

It tracks agents' past performance against their schedules. (B) Signup and view all the answers

What initial step is required to access historical adherence data?

Navigate to Admin > Workforce Management. (A) Signup and view all the answers

In the adherence formula when working outside of the shift is considered an exception, what is the calculated adherence percentage if exceptions are 10 minutes and additional time is 10 minutes, scheduled time is 60 minutes?

71.4% (A) Signup and view all the answers

Adherence

The percentage of time agents follow their planned work schedules. This metric indicates how well agents adhere to their assigned tasks within the given timeframe.

Conformance

The overall compliance of agents with their scheduled work shifts. It looks at their scheduled hours compared to actual hours worked.

Exceptions

Instances where agents deviate from their planned work schedules. This could be due to various factors like late arrivals, early departures, or taking breaks outside the designated time.

Exception Duration

The total amount of time spent by agents in exception states. This measure helps identify the duration of deviations from the schedules.