ShiftTrack Realtime

Adherence Management

Dynamic management tool for viewing and reporting agent adherence to schedule.

•  Real-time Adherence Monitoring of rostered activity to actual activity.
•  Adherence Tolerance to ensure AHT targets is being achieved.
•  Historical adherence log detailing non adherence periods.
•  Multiple adherence reports.

ShiftTrack Real-time Adherence interfaces to the ACD to provide contact centre managers and supervisors with the information needed to assess staff activity and trends associated with adherence to schedules. The system highlights staff that are not adhering to scheduled start and end times, break times and other rostered activities.