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  • 1.  Measuring Adherence

    Posted 05-21-2019 20:30
    Any suggestions to measuring adherence using the performance and agent views if you don't have Purecloud 3?

    #Reporting/Analytics

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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  • 2.  RE: Measuring Adherence

    Posted 12-11-2019 00:13
    Not sure if you found this:  https://help.mypurecloud.com/articles/how-purecloud-calculates-adherence-and-conformance/

    Formulas

    • Actual Time = actualLengthSeconds
    • Scheduled (Adherence) = adherenceScheduleSeconds
    • Exception Duration (Adherence) = adherenceExceptionDurationSeconds
    • Scheduled On Queue = conformanceScheduleSeconds
    • Work Time On Queue = conformanceActualSeconds

    Adherence

    if actualLengthSeconds <= 0 OR adherenceScheduleSeconds <= 0
    return undefined

adherence = (1 - (adherenceExceptionDurationSeconds / adherenceScheduleSeconds)) * 100
if adherence > 0
    return adherence, else 0

    Conformance

    if actualLengthSeconds = 0
    return undefined

if conformanceActualSeconds = 0 and conformanceScheduleSeconds = 0
    return undefined

if conformanceActualSeconds = 0 and conformanceScheduleSeconds > 0
    return 0

if conformanceScheduleSeconds = 0
    return Infinity

return (conformanceActualSeconds / conformanceScheduleSeconds * 100)

    Note: If actual on queue presence detected outside of scheduled time has been configured to count against adherence, then the length of that time is additionally counted in both the numerator and denominator. The length of time is counted in the numerator because working outside of shift is considered an exception.

    Working outside shift considered exception example

    An agent is scheduled for 60 minutes of on queue work. The agent arrives 10 minutes late to the shift and works the remaining 50 minutes of the scheduled on queue work. To make up the paid time, the agent then remains on queue for 10 additional minutes, for a total of 60 minutes.

    • With the Working Outside Shift Considered Exception configuration option enabled, the adherence formula is:  1 – ((10+10)/(60+10)) = 1 – .286 = 71.4% adherence
    • With the Working Outside Shift Considered Exception configuration option disabled, the adherence formula is:  1 – 10/60 = 1 – .167 = 82.4% adherence



    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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