Workforce
Adherence is plan versus what the person did
Forecasts, schedules, intraday changes, and adherence from the public WFM and WEM pages.
Workforce management ยท practice ยท 12 min full read
The WFM page says adherence can be tracked over time or in real time. The feature list adds historical adherence, real-time monitoring, out-of-adherence alerts, and both an agent view and a supervisor view.
- Treat adherence as plan versus actual
- Do not invent the alert threshold
The same page's portal list says agents can see schedules and adherence. Adherence is evidence about the plan. It is not the service-level formula, and it is not a disposition.
Plan versus actual.
Define adherence
One sentence: plan versus actual, plus who can see it.
- No minute threshold
- Name both views
The sentence matches the list.
- Real time? Yes.
- History? Yes.
- Who can look? Agent and supervisor views.
- Threshold minutes? Not stated.
- Workforce management. vendor. last checked 2026-10.
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Config. One sentence: plan versus actual, plus who can see it.
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