Customize adherence state mappings

Use the Adherence State Mapping page to specify which agent states and reason codes determine whether an agent is in adherence for a scheduled activity, and which schedule activities are used to calculate agent adherence percentages.

The default settings are the most common method for calculating adherence, and it is not necessary for you to change them. However, the settings can be customized for your contact center if desired.

Agents are shown as in adherence if they are in one of the agent states mapped to a specific scheduled activity. If they are in an agent state not mapped to the scheduled activity, they are shown as out of adherence.

Prerequisites

Ensure the ACD connection is configured and delivering real-time data with the reason codes to WFM.

Page location

Application Management > WFM > WFM Configuration > Adherence State Mapping

Procedure

Perform the following procedure to manage the adherence state mappings.

Manage adherence state mappings

  1. For each schedule activity, configure at least one agent state you want considered to be in adherence. The agent state is used to calculate adherence to the schedule activity. If you need to add an agent state field, click Add. If you need to delete an agent state field, select the field, and then click Delete.
  2. Configure the reason codes you want to consider as being in adherence for the schedule activities that use reason codes. Valid values are any alphabetical characters, numbers 1–65535, and symbols except the comma.
    • A blank field indicates all reason codes are considered.
    • A hyphen between numbers indicates a range. “1–3” means reason codes 1, 2, and 3 are considered.
    • A comma between numbers or alpha strings indicates specific numbers and strings. “1,3,5,email,@chat” means reason codes 1, 3, 5, email, and @chat are considered.
    • You can use a combination of a range of numbers and specific numbers and character strings (for example, “1–5,7,9,12,email,follow-up work”).
    • (Optional) Prepend the reason code with the ACD ID and a pound sign to distinguish reason codes that originate in different ACDs (see below for more information).
  3. Select the Calculate Adherence check box next to the activity to include time adherence data for that schedule activity when agent adherence percentages are calculated.
  4. Click Save to save your changes.

NOTE   To revert the adherence state mapping settings to the default configuration, click Reset.

Example

BEST PRACTICE   

In the following figure, an administrator has mapped two ACD agent states, Logged Out (with reason code 2) and Not Ready (with reason codes 3#100 and 2#5), to the Assignment schedule activity. This means that when an agent is scheduled with an assignment activity, that agent must be in the Logged Out agent state with reason code 2 or the Not Ready agent state with reason code 100 (in ACD 3) or 5 (in ACD 2) to be in adherence. Any other agent state or reason code during the scheduled time will result in the agent being shown not in adherence.

The administrator has not selected the Calculate Adherence check box. This means that whether or not users are in adherence for the Assignment schedule activity, it will have no bearing on that agent’s adherence percentage score.

ACD IDs and reason codes

If your system has multiple ACDs, you might need to indicate which ACD a reason code belongs to. For example, if Reason Code 6 is present in both ACD 1 and ACD 2, but means something different in each, you need to distinguish between them.

To do this, when entering a reason code for the Not Ready or Logged Out agent states, use this format:

<ACD ID>#<reason code>

The ACD ID used is the ID configured on the ACD Configuration page (see Configure an ACD ).

EXAMPLE   Both ACD 2 and ACD 3 use reason code 23, but they do not mean the same thing. To assign the 23 reason code that is configured in ACD 2 to the Logged Out agent state, enter 2#23 in the Reason Codes field.

If a reason code means the same thing in multiple ACDs, or is unique to one ACD only, it is not necessary to add the ACD ID to the reason code. If you want to indicate a range of reason codes within a specific ACD, add the ACD ID and pound sign before the first reason code in the range: 3#1–5.

NOTE   Reason codes appear elsewhere in Calabrio, such as in the Adherence Details drawer on the Agent Schedules page, but the ACD ID that you add to them here does not. The ACD ID is necessary only when configuring adherence state mapping in multiple ACD environments.

Adherence state mapping for non-interactive service queues

You can calculate Adherence for non-interactive service queues (for example, those that handle customer email). Because the default settings are intended for service queues that support interactive customer contacts, you must configure custom mappings of all ACD states that agents are allowed to be in when handling non-interactive contacts.

EXAMPLE   

Your contact center may want to map the following agent states to the In Service activity for a service queue that supports non-interactive customer contacts: