Workforce Engagement Management

Ignore for Adherence is concerned with the scheduled activity not their actual presence. If the agent is scheduled for Break using your configuration, and they are instead On Queue (or anything other than Break), then any out of adherence for the schedule Break activity will be ignored.

We do not support the case of the agent, again using your configuration, being in a Break presence and magically having a neutral adherence for _any_ scheduled activity. Agents could, if we supported that, hang out in these magical presences for large portions of their shift and shortchanging you on scheduled/planned On Queue time.

I am not a consultant, but my recommendation would be to not have any 'Ignore for Adherence' activity categories configured and lower your adherence target to reflect your acceptance that adherence for meals and breaks is lower. 75% adherence target would mean an agent could be out of adherence for up to 2h in an 8h shift which is pretty generous. Usually sites that want really high (e.g., > 95%) adherence, they 'cheat' by changing schedules in arrears, have lots of activity categories configured as being ignored for adherence, and other things that are not best practices.

Scheduled activities, including break and meal, represent a plan. Adherence is a way to inform you of a deviation from that plan. Ignoring certain scheduled activities is hiding the fact the plan is not being adhered to.

At an extreme, it could be that historical schedule adherence is less important to you than conformance (i.e., not caring about when On Queue is given, but how much On Queue is given versus scheduled).

There are so many reasons why you wouldn't want to ignore break/meal for adherence, but aside from that, I don't think that is what is happening here.  The short take away is that you aren't ignoring "On Queue".

If the agent was scheduled for Break/Meal but instead went into another state, then that event would be ignored. At least this is how I interpret it:  https://help.mypurecloud.com/articles/configure-historical-adherence/

Another way to think about it is that the agent is not OUT of adherence when scheduled for Time Off, thus they have no opportunity to be IN adherence during that Time Off.  Now apply that same logic to when they are SCHEDULED for Break/Meal.

There are so many reasons why you wouldn't want to ignore break/meal for adherence, but aside from that, I don't think that is what is happening here.  The short take away is that you aren't ignoring "On Queue".

If the agent was scheduled for Break/Meal but instead went into another state, then that event would be ignored. At least this is how I interpret it:  https://help.mypurecloud.com/articles/configure-historical-adherence/

Another way to think about it is that the agent is not OUT of adherence when scheduled for Time Off, thus they have no opportunity to be IN adherence during that Time Off.  Now apply that same logic to when they are SCHEDULED for Break/Meal.

There are so many reasons why you wouldn't want to ignore break/meal for adherence, but aside from that, I don't think that is what is happening here.  The short take away is that you aren't ignoring "On Queue".

If the agent was scheduled for Break/Meal but instead went into another state, then that event would be ignored. At least this is how I interpret it:  https://help.mypurecloud.com/articles/configure-historical-adherence/

Another way to think about it is that the agent is not OUT of adherence when scheduled for Time Off, thus they have no opportunity to be IN adherence during that Time Off.  Now apply that same logic to when they are SCHEDULED for Break/Meal.

There are so many reasons why you wouldn't want to ignore break/meal for adherence, but aside from that, I don't think that is what is happening here.  The short take away is that you aren't ignoring "On Queue".

If the agent was scheduled for Break/Meal but instead went into another state, then that event would be ignored. At least this is how I interpret it:  https://help.mypurecloud.com/articles/configure-historical-adherence/

Another way to think about it is that the agent is not OUT of adherence when scheduled for Time Off, thus they have no opportunity to be IN adherence during that Time Off.  Now apply that same logic to when they are SCHEDULED for Break/Meal.

There are so many reasons why you wouldn't want to ignore break/meal for adherence, but aside from that, I don't think that is what is happening here.  The short take away is that you aren't ignoring "On Queue".

If the agent was scheduled for Break/Meal but instead went into another state, then that event would be ignored. At least this is how I interpret it:  https://help.mypurecloud.com/articles/configure-historical-adherence/

Another way to think about it is that the agent is not OUT of adherence when scheduled for Time Off, thus they have no opportunity to be IN adherence during that Time Off.  Now apply that same logic to when they are SCHEDULED for Break/Meal.

There are so many reasons why you wouldn't want to ignore break/meal for adherence, but aside from that, I don't think that is what is happening here.  The short take away is that you aren't ignoring "On Queue".

If the agent was scheduled for Break/Meal but instead went into another state, then that event would be ignored. At least this is how I interpret it:  https://help.mypurecloud.com/articles/configure-historical-adherence/

Another way to think about it is that the agent is not OUT of adherence when scheduled for Time Off, thus they have no opportunity to be IN adherence during that Time Off.  Now apply that same logic to when they are SCHEDULED for Break/Meal.

There are so many reasons why you wouldn't want to ignore break/meal for adherence, but aside from that, I don't think that is what is happening here.  The short take away is that you aren't ignoring "On Queue".

If the agent was scheduled for Break/Meal but instead went into another state, then that event would be ignored. At least this is how I interpret it:  https://help.mypurecloud.com/articles/configure-historical-adherence/

Another way to think about it is that the agent is not OUT of adherence when scheduled for Time Off, thus they have no opportunity to be IN adherence during that Time Off.  Now apply that same logic to when they are SCHEDULED for Break/Meal.