Adherence Monitoring: Reach the full potential of your schedules in real time
You invest a lot of effort in creating schedules that optimize the match between the supply of agents and demand from customers. All that effort is wasted if your agents don’t adhere to their schedules. Just one agent logging out early can be enough to ruin the customer experience and prevent you hitting your service goals.
Track agent schedule adherence in real-time
injixo takes the guesswork out of adherence management, because it gives planners, real-time analysts, and team leaders a clear, actionable picture of the status of their agents.
Zoom in on the agents who most need attention
You can:
- Filter to see only the agents who are out of adherence, thus saving time
- Filter to see a subset of agents who need special focus
- Sort by out of adherence duration to solve the biggest problems first
- Apply a grace period for agents who are momentarily out of adherence
- Run historical adherence & conformance reports, e.g. for appraisals
Zoom out to see the big picture
You can see:
- Team adherence right now and so far today
- An overview of scheduled v. actual staffing for each task or activity
- The count of agents absent, working when not scheduled, or performing the wrong task
- A summary of breaks and presences, regardless of activity
Get adherence up and running in no time
You get:
- Automatic RTA connection to your ACD or routing platform
- The injixo’s Matches feature, which makes the mapping of ACD activity codes a breeze
Say goodbye to low or unmeasurable adherence
You can't achieve 100% adherence: ending calls early to take breaks on time is a bad idea. But actionable, real-time visibility of agent status lets you get as close to perfection as possible.
Informed
Gain a concise, actionable view of the adherence status of your agents.
Empowered
You always have the information you need to get back on track, in the right priority order.
Efficient
Get the maximum value from your optimized schedules by helping your agents to adhere to them.
Want to see it in action?
Discuss your real-time management goals and challenges with one of our experts and let them show you how injixo can help.
Book a demo