‎Schedule Conformance Report | Sprinklr Help Center

Schedule Conformance Report

Updated

13 days ago

The Schedule Conformance Report provides details to the workforce managers to track agents' compliance with their activities during their daily shifts.

The Schedule Conformance Report belongs to the Workforce Management Report Group. Below are some of the scenarios where this Report is beneficial:

Performance Monitoring: Allows workforce managers to track schedule adherence and identify agents who frequently deviate from their assigned activities.
Compliance Management: Helps to ensure compliance with labor policies and contractual obligations regarding scheduled working hours.
Resource Optimization: Analyzes schedule adherence trends to improve workforce deployment by reducing idle time and avoiding overstaffing.
Coaching Opportunities: Identifies agents who require additional training or support to meet conformance standards.
Shift Effectiveness Analysis: Determine the effectiveness of current scheduling practices and make informed, data-driven adjustments to improve performance.

Note: DP needs to be enabled in order to access this report.

Filter Shift's Base Activity

When plotting Widgets, the Shift’s Base Activity will now appear in the results when filtering Activities using parameters such as Activity Type, Activity Category, Time Off Activity, or Track Adherence.

The Base Activity will be visible if any of the following filters are applied:

Activity Type set to Paid
Activity Category set to In Office
Time Off Activity set to False
Track Adherence set to Yes.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Schedule Conformance Report:

Metric

Dimension

This concludes our comprehensive coverage of the Schedule Conformance Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

Name	Description
Status Scheduled Duration	The planned or allocated duration for a specific status within a shift (e.g., Available, Break, Meeting).
Status Actual Duration	The actual duration an agent spent in a specific status during a shift.
Conformance	The percentage of time an agent's actual work aligns with their scheduled activities.

Name	Description
Agent	The Sprinklr user for whom the report is being generated
Agent ID	The Sprinklr user ID for whom the report is being generated
Agent Manager	Agent Manager Assigned to the user
Activity	The specific task or activity performed by an agent (e.g., Call, Meeting, Break).
Shift	The defined working period assigned to an agent, including activities and breaks.
Shift Start Time Interval	The beginning of a defined time period.
Shift Start Time	The beginning of a specific time interval.
Date	The date on which the event occurred.
Day of Year	The sequential day number in the year, starting with Day 1 on January 1st.
Time of Day	The specific 1-hour period within a day when an activity occurred, displayed in 24-hour clock format (hh:mm) and adjusted to time zone.
Time of Day (30 Minutes Interval)	The specific half-hour period within a day when an activity occurred, displayed in 24-hour clock format (hh:mm) and adjusted to time zone.
Time of Day (15 Minute Interval)	The specific quarter-hour period within a day when an activity occurred, displayed in 24-hour clock format (hh:mm) and adjusted to time zone.
Week of Year	The sequential week number in the year, starting the week count with Sunday.
Month of Year	The name of the calendar month in which the activity occurred.
Day of Week	The name of the day of the week on which the activity occurred.
Day of Time Range	The respective day number in the selected time range, starting from Day 1.
Agent Email Id	Email ID of the user.