Workforce Engagement Management

We've done something similar but it's manual. I'd track FTE scheduled at a point in time, then check again a week later to see the difference (showing off-queue time added). I get this info from the schedule info button, on-queue hours. You can also export activities at a point in time, throw in a pivot, and then pull the same at a later point to track differences from all of the activities. 

You should be able to use the Audit Viewer, but they don't make it easy to see specifics.  

What types of changes are being made?  Is it something that can be tracked through the use of specific activity codes?  For example, if an Agent 1:1 is preplanned, the activity code is "Agent 1:1".  If it an adhoc thing the leader does, it is "COACH".  Certain Activity codes are only used for events that happen after the schedule handoff, which makes spotting the differences easier if you went with manually tracking. 

Hi Gina, thanks for your response. We do have Planned vs Unplanned codes, however our team leads dont always use these correctly so it can hard to track, that's why I wondered if there's a way to view by supervisor it might help me narrow it down. I dont think I have an Audit Viewer option? I've been through all the audit reports and the formats are really hard to easily collate together

You should be able to use the Audit Viewer, but they don't make it easy to see specifics.  

What types of changes are being made?  Is it something that can be tracked through the use of specific activity codes?  For example, if an Agent 1:1 is preplanned, the activity code is "Agent 1:1".  If it an adhoc thing the leader does, it is "COACH".  Certain Activity codes are only used for events that happen after the schedule handoff, which makes spotting the differences easier if you went with manually tracking. 

@Karen Bolton In answer to your question on how to export activities

•  open the schedule set in question
• click on the export button
• choose "Activities"
• You are NOT able to filter by activity so it is going to give you everything and you will have to manipulate the report, yourself
• 

Hi Gina, thanks for your response. We do have Planned vs Unplanned codes, however our team leads dont always use these correctly so it can hard to track, that's why I wondered if there's a way to view by supervisor it might help me narrow it down. I dont think I have an Audit Viewer option? I've been through all the audit reports and the formats are really hard to easily collate together

You should be able to use the Audit Viewer, but they don't make it easy to see specifics.  

What types of changes are being made?  Is it something that can be tracked through the use of specific activity codes?  For example, if an Agent 1:1 is preplanned, the activity code is "Agent 1:1".  If it an adhoc thing the leader does, it is "COACH".  Certain Activity codes are only used for events that happen after the schedule handoff, which makes spotting the differences easier if you went with manually tracking.