Starter · Part of Workforce Management
Intraday Adherence
sub-spec 23A
Real-time view of who's on shift, who's late, who's on a non-productive activity, and who's outside their schedule — with deviation alerts. Your floor supervisor stops walking the floor with a clipboard; team leads see the variance the moment it happens.
Agent states stream — every transition (Available, On Call, ACW, Break, Aux, Offline) timestamped and attributed to the agent + source.
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For the operator
Every agent's current activity streams from T&A punches and CCaaS state in real time, resolving to a colour-coded variance the moment it crosses your tolerance. The deviation list is sorted by severity — late, absent, off-task, off-skill — so the team lead works the worst offenders first instead of scanning a flat roster. Click into any agent and you see their planned day next to their actual timeline, with each gap labelled by reason code. The supervisor stops walking the floor with a clipboard; the leadership group sees variance at LOB roll-up the same instant the agent does.
Business impact
Adherence is the cleanest leading indicator of SLA breach you can buy: every percent gained on adherence shows up as recovered occupancy, which protects answer-rate and the per-call penalties baked into client MSAs. Tightening the supervisor-to-agent feedback loop from end-of-shift to real-time also compresses the cost of a bad day — coaching while it's still fixable, not three days later in a one-on-one. And the deviation log becomes the audit trail your client uses to validate billable hours, removing the monthly reconciliation friction that costs account managers their evenings.