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Intraday adherence

The Adherence page (/adherence) is for supervisors monitoring intraday adherence and reviewing exceptions. Three tabs.

Agent states​

A time-series log of state-change events: AVAILABLE, ON_CALL, ACW, BREAK, OFFLINE. Each row shows employee, the new state, the timestamp it occurred, and the source (telephony platform, manual, system).

This is the raw data the Wallboards view aggregates.

Exceptions​

Adherence deviations awaiting supervisor review. The tab carries a count badge with the number of pending reviews. Each row shows reason code, date, and a status. Click into the detail drawer to:

  • See the full event context
  • Add an optional review note
  • Approve or Reject the exception

Approving an exception generally means the deviation was justified (e.g., a documented break that ran long for a legitimate reason); rejecting marks it as a true adherence miss for reporting purposes.

Auto-exception rules in Settings → Exception rules can populate this queue automatically for known reason codes.

Active alerts​

Automated non-adherence notifications fired when an employee's adherence % drops below the configured threshold. Each row shows:

  • Employee
  • Actual adherence %
  • Threshold %
  • Gap (in percentage points)
  • Dismiss action

Dismiss clears the alert from the active list — the underlying event remains in the agent-states log.