Reporting on Adherence in Brightmetrics

Adherence reporting in Brightmetrics allows you to see how well your agents are following the schedules you have set up for them, and use this information to adjust schedules going forward or provide coaching.

Adherence is important for keeping enough agents available for customer interactions and ensuring agents are completing the tasks assigned to them.

Adherence reports can be run at the summary level or the detail level depending on what you want to see.

1. 1

   Select Reports on the left sidebar menu, then click the green + button on top or choose Create New Report at the bottom.

   

2. 2

   Choose Adherence as your data selection.

3. 3

   Click Next.

   

4. 4

   Choose Summary or Detail to build out the appropriate adherence report.

Once inside the report, open your Fields and Layout by clicking the arrow next to each section, then add any dimensions and values you want to see.

Summary level

If you chose Summary, your report will look like this — add any available fields shown:

Here is an example of how you could build this out:

Detail level

If you chose Detail, your report will look like this — add any dimensions or values shown and filter as desired:

Here is an example of how that report could look:

Questions or feedback? Please email us at support@brightmetrics.com.