PEC-WFM/Current/Supervisor/AdhrDtlsVw - Revision history

Mhachey: Published

2020-10-28T19:09:23Z

Published

Mhachey: Published

2020-10-28T19:04:40Z

Published

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Mhachey: Published

2020-08-28T13:47:10Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:38:21Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:49:22Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:23:53Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Adherence Details View
|TocName=Adherence Details View
|Context=View and customize detailed Adherence data in a table.
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|sectionHeading=Viewing adherence details
|anchor=DisplayingtheAdherenceDetailsView
|alignment=Vertical
|structuredtext=To display the Details view:
<ol>
<li>Do one of the following:
<ul>
<li>In the Modules tree, select '''Adherence''' > '''Details''' module.</li>
<li>If you are in the {{Link-SomewhereInThisManual|topic=AdhrGrphclVw|anchor=top|display text=Adherence Graphical view}}, use the '''Adherence''' drop-down list (on the right side of the toolbar) to select the '''Details''' module.</li>
</ul></li>
<li>In the Objects tree, select the teams or agents you want and click '''Get data'''.<br />

If you previously selected teams or agents in the {{Link-SomewhereInThisManual|topic=AdhrGrphclVw|anchor=top|display text=Adherence Graphical}} view, these selections remain. You can modify them if you want to.<br />

You can expand business units to display their sites and sites to display their teams and agents. You can select an entire site or several sites within a single business unit, or any combination of agents and teams within a business unit. For independent sites, you can select the entire site or any number of teams and agents within the site.

{{NoteFormat|Selecting a site or its teams/agents in a different business unit clears any previous selection within the first business unit. Or (for independent sites) selecting a different site or its teams/agents clears your selections under the first site.|2}}

In the Adherence Details view, you can view the multi-channel adherence details by clicking the arrow in first column of a specific row to expand it. For more information, see {{Link-SomewhereInThisManual|topic=AdhrPerChnl|anchor=top|display text=Adherence per-channel}}.

The '''Details''' table is populated with adherence data for the selected agents and/or teams.

</ol>
|Status=No
}}{{Section
|sectionHeading=Reading details in the table
|anchor=ReadingtheDetailsTable
|alignment=Vertical
|structuredtext=The table columns list the following information for each agent:

*Last and First name
*Team
*Scheduled state group
*Current state
*Duration of non-adherence
*Channels (optional)
*Adherence State (optional)
*Shift start time (optional)
*Site (optional)
{{NoteFormat|Open the {{Link-SomewhereInThisManual|topic=AdhrDtlsOptnsDlgBx|anchor=top|display text=Detail Options}} dialog to select the optional columns if you want to see them. If you include the '''Shift Start''' column but an agent has no shift, the cell for the agent in this column is empty.|2}}
Colors indicate each agent's degree of non-adherence: Adherent, Non-adherent, or Severely non-adherent (that is, non-adherent for more minutes than a defined threshold allows). The Legend below the table identifies each color's meaning.
|Status=No
}}{{Section
|sectionHeading=Customizing the table
|anchor=CustomizingtheTable
|alignment=Vertical
|structuredtext=You can use the following options to customize the table's display:

*By default, agents are ranked according to non-adherence. Therefore, the agent who is out of adherence the longest appears at the top of the list. You can sort the display according to different columns (except for '''Scheduled State Group''') by clicking the column headers.
*To {{Link-SomewhereInThisManual|topic=AdhrFltrDlgBx|anchor=top|display text=filter}} the displayed information by state or by reason (aux) code, click the '''Filter''' button on the '''Actions''' toolbar or select '''Settings''' from the '''Actions''' menu.
*To change which columns appear, click the '''Options''' button on the '''Actions''' toolbar or select '''Options''' from the '''Actions''' menu.
*Agent names do not appear if the following option in the WFM Web Application object is set to <tt>true</tt>: '''Options''' tab > '''Options''' section > '''HideNames'''.
*The display is updated at a user-defined interval, as described in the {{Link-SomewhereInThisManual|topic=AdherenceMdl|anchor=top|display text=Adherence}} overview.
|Status=No
}}
}}

@@ Line 23: / Line 23: @@
 The '''Details''' table is populated with adherence data for the selected agents and/or teams.
-In the Adherence Details view, you can view the multi-channel adherence details by clicking the arrow in the first column of a specific row to expand it. For more information, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrPerChnl|display text=Adherence per-channel}}. To export this data to a report or in CSV-friendly format, see the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|anchor=AgntStsRprt|Agent States Report}}.
+In the Adherence Details view, you can view the multi-channel adherence details by clicking the arrow in the first column of a specific row to expand it. For more information, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrPerChnl|display text=Adherence per-channel}}. To export this data to a report or in CSV-friendly format, see the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|anchor=AgntStsRprt|display text=Agent States Report}}.
 ===Reading details in the table===

@@ Line 27: / Line 27: @@
 {{NoteFormat|Selecting a site or its teams&#47;agents in a different business unit clears any previous selection within the first business unit. Or (for independent sites) selecting a different site or its teams&#47;agents clears your selections under the first site.|2}}
-In the Adherence Details view, you can view the multi-channel adherence details by clicking the arrow in first column of a specific row to expand it. For more information, see {{Link-SomewhereInThisManual|topic=AdhrPerChnl|anchor=top|display text=Adherence per-channel}}.
+In the Adherence Details view, you can view the multi-channel adherence details by clicking the arrow in the first column of a specific row to expand it. For more information, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrCalcs|anchor=AdhrPerChnl|display text=Adherence per-channel}}.
 The '''Details''' table is populated with adherence data for the selected agents and/or teams.
@@ Line 50: / Line 50: @@
 *Shift start time (optional)
 *Site (optional)
-{{NoteFormat|Open the {{Link-SomewhereInThisManual|topic=AdhrDtlsOptnsDlgBx|anchor=top|display text=Detail Options}} dialog to select the optional columns if you want to see them. If you include the '''Shift Start''' column but an agent has no shift, the cell for the agent in this column is empty.|2}}
+{{NoteFormat|Open the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrDtlsOptnsDlgBx|display text=Detail Options}} dialog to select the optional columns if you want to see them. If you include the '''Shift Start''' column but an agent has no shift, the cell for the agent in this column is empty.|2}}
 Colors indicate each agent's degree of non-adherence: Adherent, Non-adherent, or Severely non-adherent (that is, non-adherent for more minutes than a defined threshold allows). The Legend below the table identifies each color's meaning.
 |Status=No
@@ Line 60: / Line 60: @@
 *By default, agents are ranked according to non-adherence. Therefore, the agent who is out of adherence the longest appears at the top of the list. You can sort the display according to different columns (except for '''Scheduled State Group''') by clicking the column headers.
-*To {{Link-SomewhereInThisManual|topic=AdhrFltrDlgBx|anchor=top|display text=filter}} the displayed information by state or by reason (aux) code, click the '''Filter''' button on the '''Actions''' toolbar or select '''Settings''' from the '''Actions''' menu.
+*To {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrFltrDlgBx|display text=filter information}} in the display by state or by reason (aux) code, click the '''Filter''' button on the '''Actions''' toolbar or select '''Settings''' from the '''Actions''' menu.
 *To change which columns appear, click the '''Options''' button on the '''Actions''' toolbar or select '''Options''' from the '''Actions''' menu.
 *Agent names do not appear if the following option in the WFM Web Application object is set to <tt>true</tt>: '''Options''' tab &gt; '''Options''' section &gt; '''HideNames'''.
 *The display is updated at a user-defined interval, as described in the {{Link-SomewhereInThisManual|topic=AdherenceMdl|anchor=top|display text=Adherence}} overview.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=View and customize detailed Adherence data in a table.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

PEC-WFM/Current/Supervisor/AdhrDtlsVw - Revision history

Mhachey: Published

Mhachey: Published

Mhachey: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"