Tardiness metric to track agents' punctuality
M
Monica Rangel
Merged in a post:
Allow the ability to show if agents started working late or stopped working early via one of the reports
Z
Zachary Winans
Details included should be:
• Agent name
• Scheduled start time
• Actual start time
• # of minutes accrued of late time
• Scheduled stop time
• Actual stop time
• # of minutes accrued of leave early time
M
Maroon Viper
Nice to have:
• A setting that allows us to define which actual state or task is considered a true start and end time. For example, I would not want "Online (not in Zendesk)" to trigger an actual start time. Only manual tasks or an online state should trigger this.
• The ability to exempt late starts and early stops (sometimes, if we are slow, we allow them to leave early).
• # of exemptions
• # of late starts this week
• # of late starts this month
• # of early outs this week
• # of early outs this month
G
Green Wolf
Being able to track on a report the tardiness would be operationally efficient and help on the daily tasks. The report would need to show the difference between the scheduled beginning of the shift vs the actual start or login time.
L
Lavender Raccoon
+1!!