Boost your team’s performance with the Adherence Tracker in Dynamics 365 Contact Centre

Boost your team’s performance with the Adherence Tracker (Real-time monitoring of service representative activity against scheduled shifts).

Real-time User Journey

This journey illustrates how a Supervisor uses the Adherence Tracker to maintain service levels throughout the day:

1. Dashboard Review: The Supervisor logs into the Contact Center Admin Center and opens the Adherence Tracker dashboard.
2. Visual Oversight: They view a Gantt chart showing a timeline of all service representatives. The chart displays “Scheduled” activities (e.g., Work, Break, Training) vs. “Actual” states.
3. Deviation Alert: The Supervisor notices a red indicator on the Gantt chart for an agent. The tracker shows the agent has been in a “Lunch” state for 15 minutes longer than the “Scheduled” lunch period.
4. Metric Analysis: The Supervisor checks the Adherence Percentage and Time Out of Adherence metrics for that agent to determine if this is a recurring pattern or an isolated incident.
5. Corrective Action: Using the real-time data, the Supervisor sends a quick message to the agent to check if they need assistance or to remind them of the current high call volume.
6. Performance Feedback: At the end of the week, the Supervisor uses the accumulated adherence reports to provide data-backed coaching to the team during their performance reviews.

Step-by-Step: How to Enable This Feature

To enable and configure the Adherence Tracker, administrators must perform the following:

• Step 1: Enable Workforce Management

Ensure that the broader Workforce Management capabilities (Shift Planning and Scheduling) are enabled, as adherence tracking requires a schedule to compare against.

• Step 2: Admin Center Access

Navigate to the Customer Service admin center or Contact Center admin center.

• Step 3: Navigate to Adherence Settings

Go to Operations > Insights > Adherence Tracker (Preview).

• Step 4: Map Presence to Activities

To ensure accuracy, map your custom Presence Statuses (e.g., “Available”, “On Break”, “Busy”) to the corresponding Shift Activities (e.g., “Work”, “Lunch”, “Training”).

• Step 5: Configure Thresholds

Set the “Adherence Thresholds” (e.g., allow a 2-minute grace period before a state is flagged as “Out of Adherence”).

• Step 6: Assign Supervisor Roles

Ensure supervisors have the Omnichannel Supervisor or a custom security role with read/write access to the adherence entities.

• Step 7: Add to Workspace

Verify the Adherence Tracker report is added to the supervisor’s sitemap in the Agent Experience Profile.

Infographic: Key Components of Adherence Tracking

Feature	Description	Operational Value
Real-time Gantt Chart	Visual timeline comparing schedule vs. actual state.	Immediate identification of bottlenecks and “ghosting.”
Adherence Percentage	A score showing how closely a rep followed their plan.	Objective metric for performance reviews and bonuses.
State Mapping	Links CRM presence status to scheduled shift blocks.	Automated tracking without manual agent input.
Integration with Schedule	View adherence alongside the daily/weekly calendar.	Contextual understanding of why deviations might occur (e.g., long training).
Trend Analytics	Historical reports on adherence patterns.	Identifies systemic issues with shift timing or agent burnout.

References

Boost your team’s performance with the Adherence Tracker