Ability to apply manual exceptions to adherence tracking
V
Venetian yellow Reindeer
We would like the ability to add manual exceptions to adherence tracking in Assembled (similar to what we've previously been able to do in Verint).
Today, when an agent has a legitimate reason for being out of adherence (e.g., a last-minute meeting, technical issues, or an approved delay), the we have to manually edit the schedule to force a match, in order to get adherence to display accurately.
The proposed functionality:
A dedicated way to apply a manual “exception” to the schedule directly within the adherence timeline (inside Agent Scorecard), ideally by clicking on an out-of-adherence segment and choosing “Add exception.” (We do not want to have to change agent states - that should remain the source of reality/truth.)
Two other necessary effects of this functionality would be:
- Allow a reason/note to be recorded (e.g., “System outage,” “Unplanned team meeting”), the same way you can add a note/description to a schedule block in the Staffing Timeline.
- Make exceptions exportable in reports for auditing, coaching, or trend analysis.
This would reduce the need for dual-tab workflows, simplify adherence management, and provide clearer visibility into the operational reasons behind adherence exceptions.