Team leads can see which agents are working in their assigned shift segments and which
agents are out of sync with their schedule. When agents are out of sync past a defined threshold,
they’re considered out of adherence. A red line in the agent’s current shift segment indicates
that the agent is out of adherence. The agent also receives an error message in Agent Home. The
team lead can then communicate with the agent, determine why they’re out of adherence, and update
their shift if necessary.
Required Editions
| User Permissions
Needed |
| To view, create, and edit workload histories, intelligent forecasts, and to view
and create capacity plans: |
Workforce Engagement Analyst or Workforce Engagement Planner |
| To view, create, and edit shifts and shift segments: |
Workforce Engagement Planner |
| To receive email notifications from Intraday Management: |
Workforce Engagement Agent |
Intraday Management relies on a service presence status and an adherence threshold to provide
real-time adherence information.
- The service presence status indicates which type of activity a shift segment represents.
For example, when an agent is assigned to a shift segment with an associated service
presence status called Emails, they’re expected to work on this activity. The agent must
also set the service presence status in their Omni-Channel widget to Emails. If the agent
sets the activity to something other than Emails, they risk being out of adherence.
- An adherence threshold indicates how long an agent’s service presence status set in
their Omni-Channel widget can differ from the status associated with their current
assigned shift segment. You can set an adherence threshold for 0, 5, 10, or 15 minutes. If
an agent’s status in their Omni-Channel widget continues to differ past the adherence
threshold, the agent is considered out of adherence.
