I have a couple of questions around the reporting and calculations for Adherence.
First, does anyone know of away to be able to get the exceptions at the detail level versus the high level.
For example is a CSR is processing they select Busy / processing. We want to be able to report the CSR as processing instead of busy
Nest question is around the calculations for Adherence. If you look at the Real - Time adherence and the Historical adherence for the same day they are not the same percentage.
Real - Time
Historical
Our management team wants to use the Real-Time adherence, but when people aren't scheduled or working it impacts the %.
Just wanted to see if anyone had any helpful suggestions around how to better utilize them.
Thanks
#Reporting/Analytics------------------------------
Gaelyn Wanek
AXA
Customer Experience Manager
Strategic Solutions Group
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