Using the agent adherence real-time dashboard (EAP)

The agent adherence real-time dashboard helps workforce managers, supervisors, and admins track whether agents are working according to their planned schedules. By integratingZendesk Workforce Management (WFM)data with real-time analytics, the dashboard provides a single view of how your team is performing against adherence goals.


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Verified AI summary ◀▼
The agent adherence real-time dashboard helps you track agent schedule compliance, take quick corrective actions, and optimize resource allocation. It offers an overview of agent adherence and detailed insights into agent activity, including current status and adherence duration. Use this tool to monitor performance, improve accountability, and support coaching conversations without navigating complex steps.




The agent adherence real-time dashboard helps workforce managers, supervisors, and admins
track whether agents are working according to their planned schedules. By integrating
Zendesk Workforce Management (WFM) data with
real-time analytics, the dashboard provides a single view of how your team is performing
against adherence goals.
WFM determines agent activity by monitoring work on tickets, attendance to general tasks,
or from agent status (if unified agent status is turned on in WFM).
Whenever an agent's activity matches their scheduled workflow, general task, or status,
the agent is considered in adherence. For more information, see About the Agent activity page.
The agent adherence dashboard helps you:


Monitor schedule compliance in real time: Spot which agents are not following
their planned schedules.

Take corrective action quickly: Identify unplanned offline time or gaps in
activity before they impact service levels.

Optimize resource allocation: Balance workloads across agents by tracking who
is available, who is working, and who might need coaching or adjustments.

Improve reporting and accountability: Use drill-down reports and activity
details for coaching conversations, compliance audits, or operational reviews.

This article contains the following topics:

Accessing the agent adherence dashboard
Understanding the agent adherence reports
Signing up for the agent adherence dashboard EAP



Accessing the agent adherence dashboard

If you've signed up for the EAP, you'll find this dashboard as a tab in the Agent productivity real-time dashboard.
To access the agent adherence dashboard

Click the Zendesk products menu in the top bar, then select
Analytics.
Analytics opens to the dashboards library
page.

Click the real-time monitoring home icon ( ). The real-time monitoring home page
opens.


In the Agent productivity section, click View.
In the agent productivity dashboard, click the Agent adherence tab. The
agent adherence dashboard opens.





Understanding the agent adherence reports

This tab gives you information about whether agents are working according to their
planned schedules. The reports can be filtered by brand, group, agent, agent status,
activity, and adherence status. The reports you'll see depend on whether or not
you're using omnichannel routing.
The tab contains the following reports:


Agent adherences: A pie chart displaying the number of agents in and out
of adherence. Click one of the chart sections to view each agent in or out of
adherence.


Top 10 agents by out of adherence duration: Displays the ten agents who
have been out of adherence for the longest time in the last 60 minutes. Red bars
indicate periods where an agent was out of adherence, while gray bars show when
they were in adherence. This view helps you quickly identify opportunities to
improve your agents’ overall performance and schedule adherence.


Agent activity and adherence: In this table, you’ll find a detailed
table of all agents and their adherence status, including:


Agent, Group, and Brand: The agent’s name and organizational
attributes.

Activity: Current real-time status tracked in WFM, such as a
general task or a ticket workstream.

Activity duration: The length of time spent in the current
adherence status.

Current ticket: If an agent is working on a ticket, you’ll see
the ticket ID and how long they’ve been on it.

Adherence status: Indicates whether the agent is in or out of
adherence.




The following report is displayed if you are not using omnichannel routing:


Clocked-in agents by activity: A pie chart showing the number agents
working on the following activities:
On a ticket
In a paid general task

In an unpaid general task
Untracked




The following reports are displayed if you are using omnichannel routing:


Out of adherence: Offline: Displays the number of agents who are out of
adherence and currently offline.


In adherence: Not on a ticket: Displays the number of agents who are in
adherence and are not working on a ticket.





Signing up for the agent adherence dashboard EAP

You can sign up for the agent adherence dashboard EAP right from Zendesk Admin
Center.
To sign up for the agent adherence dashboard EAP


In Admin Center, click
People in the sidebar, then select Team > Roles.
Workspaces > Analytics.
On the Analytics page, select WFM agent adherence in real-time monitoring
(EAP).


The EAP will be activated in your account. It might take up to an hour before you see
the new dashboard.


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