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538 Chapter 18 Workforce Scheduling
Configuring state groups
To configure a state group
1. In Workforce Scheduling, click the Configuration tab.
2. In the Adherence group, click State groups.
The State groups window opens.
3. Click Add.
4. Type a name for the state group and click Create.
5. Under Available states, select the states that are relevant for the state group and click > to move the
state to the Assigned states list.
6. Repeat steps 2-5 for each state group you want to configure.
7. Click OK.
Viewing adherence monitors in Contact Center Client
Schedule Adherence includes two Contact Center Client monitors that enable you to monitor employee
adherence to schedules in real time. The Schedule Adherence monitors alarm on employees who are not
adhering to schedules based on the thresholds you specify in Workforce Scheduling and the alarms you
configure in Contact Center Client. You can optionally set adherence alarms on the Employee State by
Position/Time monitors.
Adherence Detail Grid monitor
The Adherence Detail Grid monitor provides a drill-down view of employee scheduled activities, expected
states, and event totals. It enables you to easily compare expected employee states and actual employee
states in real time.
There are three levels to the Adherence Detail Grid monitor. The first level provides a high level overview of
employee adherence. The second level has two grids. The first lists all of the embedded events (breaks and
jobs) for the shift and the associated adherence information. The second grid lists the out of adherence record
for the shift. The final level has only one grid, which represents the out of adherence record for the embedded
events.
You can set Adherence Detail Grid alarms based on the following variables:
• Out of adherence
• Scheduled
• Expected states
• Actual state
• Actual start
• Current out of adherence
• Total our of adherence
• Shift time
• % out of adherence
Table 18-3 details provides column heading definitions for the Adherence Detail Grid monitor.