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.