Verified AI summary ◀▼
The agent adherence real-time dashboard helps you track agent schedule compliance, take quick corrective actions, and optimize resource allocation. It offers an overview of agent adherence and detailed insights into agent activity, including current status and adherence duration. Use this tool to monitor performance, improve accountability, and support coaching conversations without navigating complex steps.
The agent adherence real-time dashboard helps workforce managers, supervisors, and admins track whether agents are working according to their planned schedules. By integrating Zendesk Workforce Management (WFM) data with real-time analytics, the dashboard provides a single view of how your team is performing against adherence goals.
The agent adherence dashboard helps you:
- Monitor schedule compliance in real time: Spot which agents are not following their planned schedules.
- Take corrective action quickly: Identify unplanned offline time or gaps in activity before they impact service levels.
- Optimize resource allocation: Balance workloads across agents by tracking who is available, who is working, and who might need coaching or adjustments.
- Improve reporting and accountability: Use drill-down reports and activity details for coaching conversations, compliance audits, or operational reviews.
This dashboard contains the following sections:
Accessing the agent adherence dashboard
If you've signed up for the EAP, you'll find this dashboard as a tab in the Agent productivity real-time dashboard.
To access the agent adherence dashboard
- In the Zendesk product tray, click Analytics.
Analytics opens to the dashboards library page.
- Click the real-time monitoring home icon (
).The real-time monitoring home page opens.
- In the Agent productivity section, click View.
- In the agent productivity dashboard, click the Agent adherence tab. The
agent adherence dashboard opens.
Understanding the agent adherence reports
This tab gives you information about whether agents are working according to their planned schedules. The reports can be filtered by brand, group, agent, agent status, activity, and adherence status. The reports you'll see depend on whether or not you're using omnichannel routing.
The tab contains the following reports:
-
Agent adherences: A pie chart displaying the number of agents in and out
of adherence. Click one of the chart sections to view each agent in or out of
adherence.
-
Top 10 agents by out of adherence duration: Displays the ten agents who
have been out of adherence for the longest time in the last 60 minutes. Red bars
indicate periods where an agent was out of adherence, while gray bars show when
they were in adherence. This view helps you quickly identify opportunities to
improve your agents’ overall performance and schedule adherence.
-
Agent activity and adherence:
In this table, you’ll find a detailed table of all agents and their adherence status, including:
- Agent, Group, and Brand: The agent’s name and organizational attributes.
- Activity: Current real-time status tracked in WFM, such as a general task or a ticket workstream
- Activity duration: The length of time spent in the current adherence status.
- Current ticket: If an agent is working on a ticket, you’ll see the ticket ID and how long they’ve been on it.
- Adherence status: Indicates whether the agent is in or out of adherence.
The following report is displayed if you are not using omnichannel routing:
-
Clocked-in agents by activity: A pie chart showing the number agents
working on the following activities:
- On a ticket
- In a paid general task
- In an unpaid general task
- Untracked
The following reports are displayed if you are using omnichannel routing:
-
Out of adherence: Offline: Displays the number of agents who are out of
adherence and currently offline.
-
In adherence: Not on a ticket: Displays the number of agents who are in
adherence and are not working on a ticket.
Signing up for the agent adherence dashboard EAP
You can sign up for the agent adherence dashboard EAP right from Zendesk Admin Center.
To sign up for the agent adherence dashboard EAP
-
In Admin Center, click
People in the sidebar, then select Team > Roles.
Workspaces > Analytics. - On the Analytics page, select WFM agent adherence in real-time monitoring
(EAP).
The EAP will be activated in your account. It might take up to an hour before you see the new dashboard.