Integrated directly into the Talkdesk live dashboard, the Live Adherence Widget provides supervisors with a real-time view of agents who are currently out of adherence. This feature helps raise awareness and reduce the time agents spend off schedule, which is crucial for maintaining high service levels and promoting efficiency in contact centers.
Configuration
On the dashboard, click Add widget [1].
From the dropdown list that appears, select “Out of Adherence Agents” [2].
The new widget is now visibly added to the dashboard [3]. Click Done [5] to save your progress.
Once “Out of Adherence Agents” is on the dashboard, select the gear icon [4] at the top right of the widget to open the configuration menu, which includes filtering options for “Agent Status”, “Queue”, and “Teams”.
Definition
The widget displays only agents who are out of adherence with their current schedule. Agents who are in adherence or not scheduled for any events will not appear on the dashboard.
| Field name | Definition | Format |
| Agent | Full name of the agent. | |
| Scheduled event | The name of the current scheduled event. It’s a value from the flattened schedule view. | |
| Event start time | The start time of the current scheduled event. | MM-DD HH:MM am/pm i.e. 12-12 04:00PM |
| Event end time | The end time of the current scheduled event. |
MM-DD HH:MM am/pm i.e. 12-12 05:00PM |
| Current status | Current status of the agent is in. | |
| Expected status |
The assigned agent status (can be multiple) of the current scheduled event in WFM. |
|
| OOA |
The duration of how long the agent has currently been out of adherence. This Out of Adherence (OOA) instance derives from the current scheduled event. If an agent remains in OOA status across consecutive events, the OOA duration will be accumulated. If the agent switches statuses consecutively and remains in OOA status, the OOA duration will be accumulated. |
X Days HH:MM:SS i.e. 1 day 01:56:15 |
Limitations
- Agents managed in WFM but not scheduled for any events are not monitored on the widget.
- Only active agents will be included when a customer adds the widget to the live dashboard for the first time. If an agent is deactivated or deleted, the agent will no longer appear in the live Out of Adherence widget.
- If a customer deletes an expected status of a scheduled event, they will see an “N/A” status on the live widget.