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Establishing Adherence to Planned Schedule in eWFM

Establishing Adherence to Planned Schedule in eWFM

Establishing Adherence to Planned Schedule in eWFM

(OP)
Does anyone know how to identify if call agents are adhering to their schedules, e.g. an Agent is scheduled in eWFM to take at break at say 10.00am 12.00pm, 3.00pm but in fact takes their break at say 10.30pm, 12.15pm, 2.00pm and another unplanned break at 4.00pm.
The actual break times are recorded in Aspects ACD database.

Any help is appreciated.

Cristle

RE: Establishing Adherence to Planned Schedule in eWFM

There is a product called RTA (Real Time Adherance) which would be the best solution.

I have played with exporting the data via a report to a Database however this is very complicated.

RE: Establishing Adherence to Planned Schedule in eWFM

The way we did it where I used to work was to extract all the log in/log out times per agent, matched up the records with eWFM schedule start/stops and figured out the difference.  We did it via exported data files from Aspect (oracle) and eWFM (also oracle) into an MS Access database.

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