Workforce Management

Enable the ability to track the "Out of schedule adherence duration" for an agent, including both productive and non-productive events, rather than just the currently scheduled productive event. This would help customers better manage schedule adherence.

We need to be able to add missing agent states in the scorecard after editing a different state to correct adherence.

When an agent is out of Adherence, have an alert notification pop up notifying them that they are out of Adherence.

There used to be an 'x' to remove the single day under the Activity Timeline. This would also recalculate the Agent Trends Productive Adherence to be the total of the selected dates. Can we get this option/button back?

Actual adherence below reports is not populating on Thursday shift from 9AM PST onwards.

Actual Adherence under Reports is not population from 9AM PST until EOD for the Thursday shift.

We like to have adherence data for specific trainings and meetings as this information is passed back to finance and training leaders to validate the time scheduled vs. what actually happened. This also helps with budgeting what is allotted for trainings every week. We would like to have full visibility into adherence for all productive and non-productive tasks in Assembled.

Currently our team uses a lot of external web based apps and tools to do their work. We've had to change our adherence to use Zendesk Dashboard and Online(Not Zendesk) to be a productive state. This is a risk since there are few instances that are no longer detracting from adherence. I would love to see a way for customization to say these urls are in adherence and all others are not for increased adherence accuracy.

I should be able to set up exclusions after a shift even if an agent is in a productive state.