Reporting Schedule Adherence

I use Aspect but with no RTA. Team leaders manage real time monitoring.

Team leader’s state that the CSR’s keep to the schedules however by going through the painful process of agent trace reports from CSM and comparing then to Aspect agent schedules this shows they don’t.

Does anyone know of a report from CSM that produceses this information based on Agent group reporting but not a agent trace as it takes to much memory if I set traces for all agents.

You may ask what I would do with this information. I guess this would be an ideal measure to set as team incentives for CSR's to follow the schedules and reduce lost time through the day.

Anyone any thoughts.

I'm not sure what you're refering to as CSM...Is that their uber-expensive data warehousing package? I think that's the only Aspect product we don't use.
Here's what we've done in the past (we have eWFM & RTA now): Bring your agents' schedules into a database, then connect to the ACD's Oracle database or if you're warehousing then your data warehouse. You want to join to the AAC_Events table, and query for only event_type in (2,3). 2=signon and 3=signoff. Then compare the signon/signoffs to the agent schedules.

Please let me know if this helps and if you have any questions.