Workforce Engagement Management

Hi, 

I can see there is an adherence widget on the Overview page for agents and we can set a target for this in Business Management settings. 

Is it possible to have a target set for conformance as well? 

Thank you

Hi @Giorgina Lyon,

No, there is no target setting for conformance and no plans to do so anytime soon.  I would recommend that you go to the ideas portal and submit an idea for this.

Hi Giorgina,

Well adherence is a measurable metric  - to ensure agents are following their schedule with min set target.
Conformance is more for managers and supervisors to ensure amount of working hours was kept despite of situation with adherence to schedule states.
That is why I do believe agent should be aware of their adherence % and report adherence exceptions, where appropriate, rather than having access to conformance view.

Optionally team leaders can run historical adherence / conformance reports and share it via export with agents if needed.