Historical Adherence provides meaningful insights and analysis of the agent adherence to their shifts in contrast to their actual schedules, for any elapsed duration. Sprinklr's WFM solution provides a wide range of visibility into this adherence from a bird’s eye view to detailed and granular split into specific activities under the shifts.

Historical schedule adherence report can not just be utilised to draw valuable insights to agent's adherence to their schedules but also benefits the organization in the following ways:

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Data-driven decision making: Valuable insights into agent performance and behaviour helps take data-driven decisions, such as optimizing work schedules and adjusting staffing levels.

Benchmarking and Continuous Improvement: Crucial in benchmarking performance against industry standards and implementing best practices to enhance efficiency.

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The historical adherence dashboard can be drilled down to view schedule adherence from a birds’ eye view to track the overall agent adherence to shift to more detailed levels for obtaining insights on activity, status and timestamp updates for the deviation from schedule. The historical adherence dashboard can also be utilised to monitor agent’s adherence for login/logout time deviation in comparison to the schedule.

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 Level 1 drilldown tracks the overall adherence an agent to their assigned shift for a given period.

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Level 2 drilldown shows overall adherence across different activities as part of the assigned shift.

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Level 3 drilldown shows split of activities and their respective adherence across the day.

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Level 4 drilldown shows the different status changes across an activity and the corresponding adherence.

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Key components of the Sprinklr's Schedule Adherence Report:

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Supervisors can navigate to the Reports tab from the left rail of the Workforce Planner Persona and click on the Schedule Adherence Widget to monitor Historical Schedule Adherence Report. They can select the following columns from the Manage Columns feature present in the dashboard's 3-dot menu at the top right side. The columns can be enabled or diabled via a toggle switch and can also be reordered using the 6-dot icon beside the switch. This widget will be defined by both levels and their respective columns.

The 4 levels that are a part of the schedule adherence widget are defined below:

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Level 1: User ID: Mentions the user name and ID across each agent

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Level 2: Activity Name : Mentions the name of the actvity against which the adherence will be tracked for each agent.

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Level 3: Actvitiy Start Time and Actvity End Time : Displays the duration of the activity and its start and end time.

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Level 4: Availability Status, Availability Status Actual Start Time, Availability Status Actual End Time : Displays information about the agent status during the activity.

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The columns that would be presented across each of these levels are:

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Scheduled duration - The duration for which the corresponding shift (level 1) or actvities ( remaning levels ) were performed by the agent actively.

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Actual duration - The duration for which the corresponding shift (level 1) or actvities ( remaning levels ) are actually scheduled for the agents.

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Adherence - % value of adhernece for the overall shift or activities of specified duration according to each level.

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Once all the above metrics are plotted, update the widget to see the schedule adherence report for the agents.

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Please note that the historical schedule adherence only provides the adherence and other related information about the agents after the time has elapsed.

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