Configuring adherence preference 537
Schedule Adherence
Mitel Schedule Adherence is an optional application that works in conjunction with Contact Center
Management and Workforce Scheduling. Schedule Adherence resides in the Contact Center Client real-time
monitors and enables you to view the real-time state of contact center employees scheduled in Workforce
Scheduling. Schedule Adherence compares the current activities of employees to the configured schedule
and alerts you in real time when employees are out of adherence. Employees are considered out of
adherence if they are early or late for their scheduled events or if they are not performing scheduled activities.
Schedule Adherence is made available in Workforce Scheduling and Contact Center Client when you are
licensed for Contact Center Management, Workforce Scheduling, and Schedule Adherence.
Once you have configured a schedule in Workforce Scheduling, you
• Configure adherence preferences in Workforce Scheduling
• View adherence monitors in Contact Center Client
• Set adherence alarms on the Employee State by Position/Time monitors (optional)
• Run reports on employee adherence to scheduled activities

Configuring adherence preference

You can configure adherence thresholds for shifts, breaks, and jobs. You can set parameters for each event
type to suit the needs of your business. You select employee states and assign them to relevant events and
specify event time tolerance levels. You can optionally configure groups of employee states and then
associate them to relevant employee events.
NOTE:
• Schedule Adherence will handle two or more overlapping adherence thresholds in one of the following
ways. If only one of the events is valid for the current employee state, that event will be used. If more
than one event is valid for the current employee state, the first event, using start time, will be used.
• If no states are specified for an event type, all states will be considered in adherence.

Configuring adherence parameters

To configure adherence parameters
1. In Workforce Scheduling, click the Configuration tab.
2. In the Adherence group, click Adherence Configuration.
The Adherence Parameters window opens.
3. In the left pane, expand the event type list and select the event to which you want to add relevant
adherence states.
4. Under Event start tolerance (hh:mm), specify the times before and after which an employee state
will be reported on as out of adherence.
5. Under Event end tolerance (hh:mm), specify the times before and after which an employee state will
be reported on as out of adherence.
6. Under Available states, select the states which are relevant for the specified event type and click > to
move the state to the Assigned states list.
7. Repeat steps 2-6 for each event type for which you want to configure adherence parameters.
8. Click OK.