Enable adherence historical analytics

Enable adherence historical analytics so that supervisors can review how customer service representative schedules align with actual work activity over time.

Key features include:

• Historical adherence visibility: Supervisors can review how scheduled activities compare with actual activities across past time periods.
• Trend analysis: Historical data helps identify adherence patterns and supports workforce management decisions.
• Workforce insights: Supervisors can access adherence history reports from Workforce management.

Prerequisites

• Workforce Management is set up in your environment.

Enable adherence historical analytics in your organization

To enable adherence historical analytics, complete the following steps:

1. In the site map of the Copilot Service admin center app, go to Operations, and then select Workforce management.
   The Workforce management page appears.
2. In Analytics, select Manage next to Adherence historical analytics.
3. On the Adherence historical analytics page, set Enable Adherence Historical Analytics to On.
4. Select Save and Close.