Hi,
I am looking at adherence vs conformance on the schedules, reporting and Gamification and want clarification if someone can help me.
As i understand from Gamification, the adherence is actual on queue/scheduled on queue. The conformance is how close the agent is keeping to their scheduled time for activity changes.
For a particular day this week for an agent, their Gamification adherence was 36%, but on their schedule that figure was showing as conformance.
In historical adherence, it is also showing as Conformance
The Adherence widget shows this as conformance too.
Am I missing something? Why is the schedule showing this as adherence, but everywhere else it is conformance?
We are looking to monitor the actual on queue/scheduled on queue for agents this year and have a target for the team.
#Intraday,Shrinkage,Adherence
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Giorgina Lyon
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