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.
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