R
Rosé pink Raven
We'd love to see a configuration option that changes how manual tracking interacts with live platform integrations (Zendesk, API, etc.) when calculating adherence.
Specifically, the behavior we'd expect:
  • When an agent is in a productive state per an API integration → the productive state takes priority over manual tracking for adherence purposes.
  • When an agent is in a non-productive state (no production activity in any integration) and scheduled for a non-productive event → they show as adherent and time is allocated to that non-productive event.
  • When an agent is in a non-productive state and scheduled for a productive event → they show as non-adherent.
  • When an agent is in a productive state and scheduled for a non-productive event → they show as non-adherent, and time is attributed to the productive state
The core idea: for teams with live integrations, the integration data should be the source of truth when an agent is actively working. Manual tracking still makes sense as a fallback when no integration exists for a given activity — but it shouldn't be able to silently hurt an agent's adherence score just because they forgot to stop a clock-in.
A toggleable setting to flip this priority order would go a long way for teams relying heavily on API integrations.
Created by Shelton Wirth
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