Discover how your schedules compare with how agents actually spent their time. To improve scheduling accuracy going forward, view the historical adherence dashboard.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view historical adherence metrics: | Workforce Engagement Planner permission set |
When your Salesforce admin turns on historical adherence, we analyze past schedules and how agents have spent working time. Historical adherence considers up to 365 days of past data. After we complete this analysis, you can view the adherence dashboard.
Note If an agent is assigned shifts with same start and end times but under different service
territories or job profiles, we can't calculate historical adherence and show the dashboard.
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From the App Launcher, click Historical Adherence.
If you don’t see data right away, refresh the page, or return later. It can take some time to process historical data when your admin turns on this feature.
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Select criteria to adjust the view.
You can filter metrics by time intervals, service territories, and job profiles. You can also view data about each agent's time use if your admin enabled this option.
We sync data hourly for the adherence dashboard. If you make changes such as renaming agents or job profiles, check back and refresh the dashboard to see the updated names.