Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Overview
The Adherence Tracker helps supervisors monitor the activities of customer service representatives (service representatives or representatives) against their scheduled shifts in real time. This tracker enables the early detection of adherence deviations, allowing supervisors to take proactive actions to maintain service levels and operational efficiency.
Use the Adherence Tracker to ensure that service representatives are where they need to be—whether working queues, on break, or attending training sessions—according to the planned schedule.
Prerequisites
Your administrator installed the Workforce Management for Customer Service package in the Power Platform admin center app, and then enabled the feature in Copilot Service admin center.
Access the real-time adherence tracker
- In the site map of the Copilot Service workspace center app, go to Workforce management, and then select Adherence Tracker. The Adherence tracker page appears.
- Filter by Time Zone and Shift Plan to narrow your view to representatives you want to track.
Real-time adherence views
| Section | Description |
|---|---|
| Service Rep List | Lists all service representatives scheduled for the shift plan, along with their current state (for example, Available, On Break, In Training), Time in State (mins), and Total scheduled time (mins). |
| Adherence Gantt Chart | Displays each representative's actual activities versus scheduled activities on a visual timeline. Out-of-adherence time periods are highlighted as separate segments. |
| Adherence Summary Metrics | Provides key team metrics such as overall adherence percentage, total scheduled time, and total time out of adherence. |