Schedule Adherence Report using Smartsync and NICE IEX

Today I′ll show a Multi-Site Schedule Adherence Report designed to get the best out of Smartsync NICE IEX.

Schedule Adherence is one of the most important KPI′s for many organizations around the world and that is because it offers you 1 minute interval level analysis for every single agent of your organization all in 1 percentage per agent per day. By itself the percentage will not tell you what′s wrong but it will tell you who from your organization you need to work with.

This said, I′ll start showing the report.

1-First tab has a MTD Adherence summary by Site which will simply tell you if your site is on goal or not.

2- Second Tab has both MTD and Daily Adherence Percentage by Site, MU and CT. On this view I added some Slicers for the users convenience.

3- And third tab has also bot MTD and Daily Adherence Percentage by Site, MU, CT and of course Agent.

So, now you may be wondering a few things:

1- How long does it take to update? It takes between 2 to 15 minutes to update. This will vary based on your headcount and on how close to the end of the month you are.

2- If I made any code adjustments after last report was sent will those reflect already? Yes, the report will update the entire month every time you run it.

3- How did you add multiple sites? Don′t I require VBA knowledge and long time to consolidate the info every time I update the report? MS Power Query allows you to get data from multiple sources like txt′s on a folder. No VBA knowledge needed and no need to work the data each time.

4- But I don′t like Excel. How could I benefit from this? You could easily replicate this report using Power BI, since MS Power Query seems to be Power BI embedded in Excel.

5- Is this report too heavy to email? No, unless you have over 5000 agents, you can apply a very quick work-around and most likely you won′t have an issue emailing it. (Once data is downloaded, update pivot tables and then erase everything as of Row 3 on your source table. That will reduce the size of the file and still let you keep the updated data on the pivots.)

6- I′m not from WFM department, At the end I still depend on 1 person to update the report and send it to me, right? No, if you have Smartsync you can grant read permissions to anyone needing the reports and teach them just a few of steps to update the template themselves.

To finish, I′ll just say the intent of this report is not to improve Schedule Adherence by itself. A template like this will simply tell people in your organization where to start looking to do what′s necessary to improve Schedule Adherence.

Thank you!

Please, share your thoughts. I′ll be happy to learn more about this topic from other enthusiasts with more experience.

Disclaimer: The contents on this article express my opinion and not that of any company nor do I show data from any company.