Isolated comparisons within a minute are not actionable:

Vendors of conventional binary adherence promise big labor saving. These savings have little chance of materializing. The idea of binary adherence is to make simple on/off comparisons of planned state to actual state.  These are single minute comparisons that ignore the realities that have unfolded to the left and right of the minute.

When agents get caught on long calls, binary adherence produces a meaning less clutter of arbitrary non-adherence.  The only way to reduce the clutter is to ignore the first three minutes of non-adherence after each state change.  This coarse filter is an invitation for agents to take up to 20-minutes of extra break time each day -- and still score full points for adherence.

Advantage HD WFM™: Intelligent rich state adherence™

HD WFM™ makes meaningful comparisons across all minutes.  The presentation of adherence is fair and compelling. Agents who get caught on a long call can take the proper amount of break time and remain in adherence.  Agents see their own adherence in real time so conformance is substantially self-managed. 

Supervisor approved exceptions like early-starts and late-stays are automatically reconciled into adherence and payroll data.

Business intelligence performance reports make historical adherence easy to measure and evaluate.

 

Rich state adherence also extends beyond phone states to include off phone work like email, chat, training, etc.

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