Additional Adherence Reporting is required in Nice InContact Contact Center

In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see:

• Summarized data by team in addition to by agent (top left quadrant of Adherence report in team view).

• Activity summary for each agent on one page (bottom left quadrant of Adherence report broken out by agent, and available to run for all agents at one time, similar to Unavailable Time report, but will all activities).

• Activity detail for each agent on one page (combination of raw data for each agent available in one report).