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Real-time Adherence not registering exception further than 2h outside schedule range

  • 1.  Real-time Adherence not registering exception further than 2h outside schedule range

    Posted 10-26-2021 15:46
    Good day!
    I'm trying to understand why Adherence exceptions are not triggering alarms in RTA when an agent logs in more than 2 hours or so outside of his scheduled shift. I have agents on rotation that do evening shifts, and if they are confused and log in at 8AM, I am not seeing the out of adherence exception in RTA. I did some tests and it seems that the exception gets tracked in RTA only within 2 hours and 5 minutes outside of the schedule. What is odd is that the Adherence exception is present in the Schedule view.
    Any help with this would be very welcome!

    I've looked at the help and also searched the community and couldn't find answers to these questions:

    Is that the expected behavior?
    If so, why?
    Is there a way around this limitation?

    Thank you for your help
    #WEM/Optimizer

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    Phil
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