Can I use the Manual Schedule option still?
Yes, at this time we offer 2 options for your Scheduling needs – the Automated Schedule and the legacy Manual Schedule.
How is Schedule Adherence calculated with the new Automated Schedule?
Schedule Adherence is met if the agent is working on a ticket that meets the conditions set in Workstream that the agent is scheduled to work for. At this time the Schedule Adherence based on the Automated Schedule is only available on the Customizable Dashboards under the Users Widget.
What if I have more questions about the Automated Schedule?
Please contact our team with any questions you have. They are always happy to help!