Using the agent adherence real-time dashboard (EAP)

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">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.</p>
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<p class="p">The agent adherence real-time dashboard helps workforce managers, supervisors, and admins
track whether agents are working according to their planned schedules. By integrating
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6514644101914" target="_blank">Zendesk Workforce Management (WFM)</a> data with
real-time analytics, the dashboard provides a single view of how your team is performing
against adherence goals.</p>
<p class="p">WFM determines agent activity by monitoring work on tickets, attendance to general tasks,
or from agent status (if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978-Turning-on-unified-agent-status-synchronization-for-Zendesk-WFM" target="_blank">unified agent status</a> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970" target="_blank">About the Agent activity page</a>.</p>
<p class="p">The agent adherence dashboard helps you:</p>
<ul class="ul" id="real-time_adherence__ul_tbt_yxh_5hc">
<li class="li">
<strong class="ph b">Monitor schedule compliance in real time</strong>: Spot which agents are not following
their planned schedules.</li>
<li class="li">
<strong class="ph b">Take corrective action quickly</strong>: Identify unplanned offline time or gaps in
activity before they impact service levels.</li>
<li class="li">
<strong class="ph b">Optimize resource allocation</strong>: Balance workloads across agents by tracking who
is available, who is working, and who might need coaching or adjustments.</li>
<li class="li">
<strong class="ph b">Improve reporting and accountability</strong>: Use drill-down reports and activity
details for coaching conversations, compliance audits, or operational reviews.</li>
</ul>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="real-time_adherence__ul_tsb_p4h_phc">
<li class="li" dir="ltr"><a class="xref" href="#topic_fld_w55_whc">Accessing the agent adherence dashboard</a></li>
<li class="li"><a class="xref" href="#topic_ykt_gbv_whc">Understanding the agent adherence reports</a></li>
<li class="li"><a class="xref" href="#topic_skg_v4w_b3c">Signing up for the agent adherence dashboard EAP</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fld_w55_whc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the agent adherence dashboard</h2>
<div class="body">
<p class="p">If you've signed up for the EAP, you'll find this dashboard as a tab in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103842458" target="_blank">Agent productivity real-time dashboard</a>.</p>
<p class="p"><strong class="ph b">To access the agent adherence dashboard</strong></p>
<ol class="ol" id="topic_fld_w55_whc__ol_yrs_bv5_whc">
<li class="li" dir="ltr">Click the Zendesk products menu in the top bar, then select
<strong class="ph b">Analytics</strong>.<p class="p"><img class="image" id="topic_fld_w55_whc__image_zrs_bv5_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm_zra_19.png"></p>
<p class="p">Analytics opens to the dashboards library
page.</p>
</li>
<li class="li" dir="ltr">Click the real-time monitoring home icon (<img class="image" id="topic_fld_w55_whc__image_ass_bv5_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm_zra_icon.png" width="20">).<p class="p">The real-time monitoring home page
opens.</p>
<p class="p"><img class="image" id="topic_fld_w55_whc__image_bss_bv5_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zra_rob_22.png" width="700"></p>
</li>
<li class="li">In the Agent productivity section, click <strong class="ph b">View</strong>.</li>
<li class="li">In the agent productivity dashboard, click the <strong class="ph b">Agent adherence</strong> tab. The
agent adherence dashboard opens.<p class="p"><img class="image" id="topic_fld_w55_whc__image_wcd_wz5_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_500.png" width="600"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ykt_gbv_whc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the agent adherence reports</h2>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a>.</p>
<p class="p">The tab contains the following reports:</p>
<ul class="ul" id="topic_ykt_gbv_whc__ul_gdh_q3v_whc">
<li class="li">
<strong class="ph b">Agent adherences:</strong> 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.<p class="p"><img class="image" id="topic_ykt_gbv_whc__image_bd2_dkv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_502.png" width="350"></p>
</li>
<li class="li">
<strong class="ph b">Top 10 agents by out of adherence duration:</strong> 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.<p class="p"><img class="image" id="topic_ykt_gbv_whc__image_xgg_lkv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_503.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Agent activity and adherence:</strong><p class="p">In this table, you’ll find a detailed
table of all agents and their adherence status, including:</p>
<ul class="ul" id="topic_ykt_gbv_whc__ul_u5q_2yh_5hc">
<li class="li">
<strong class="ph b">Agent, Group, and Brand</strong>: The agent’s name and organizational
attributes.</li>
<li class="li">
<strong class="ph b">Activity</strong>: Current real-time status tracked in WFM, such as a
general task or a ticket workstream.</li>
<li class="li">
<strong class="ph b">Activity duration</strong>: The length of time spent in the current
adherence status.</li>
<li class="li">
<strong class="ph b">Current ticket</strong>: If an agent is working on a ticket, you’ll see
the ticket ID and how long they’ve been on it.</li>
<li class="li">
<strong class="ph b">Adherence status</strong>: Indicates whether the agent is in or out of
adherence.</li>
</ul>
<img class="image" id="topic_ykt_gbv_whc__image_b1s_rkv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_504.png" width="600">
</li>
</ul>
<p class="p">The following report is displayed if you are not using omnichannel routing:</p>
<ul class="ul" id="topic_ykt_gbv_whc__ul_uwt_djv_whc">
<li class="li">
<strong class="ph b">Clocked-in agents by activity:</strong> A pie chart showing the number agents
working on the following activities:<ul class="ul" id="topic_ykt_gbv_whc__ul_mtq_pjv_whc">
<li class="li">On a ticket</li>
<li class="li">In a paid <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7069811858586" target="_blank">general task</a>
</li>
<li class="li">In an unpaid general task</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__untracked_time" target="_blank">Untracked</a></li>
</ul>
<p class="p"><img class="image" id="topic_ykt_gbv_whc__image_wx4_zjv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_501.png" width="350"></p>
</li>
</ul>
<p class="p">The following reports are displayed if you are using omnichannel routing:</p>
<ul class="ul" id="topic_ykt_gbv_whc__ul_n3q_fjv_whc">
<li class="li">
<strong class="ph b">Out of adherence: Offline:</strong> Displays the number of agents who are out of
adherence and currently offline.<p class="p"><img class="image" id="topic_ykt_gbv_whc__image_fmc_2lv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_506.png" width="200"></p>
</li>
<li class="li">
<strong class="ph b">In adherence: Not on a ticket:</strong> Displays the number of agents who are in
adherence and are not working on a ticket.<p class="p"><img class="image" id="topic_ykt_gbv_whc__image_bj1_hlv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_507.png" width="200"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_skg_v4w_b3c">
<h2 class="title topictitle2" id="ariaid-title4">Signing up for the agent adherence dashboard EAP</h2>
<div class="body">
<p class="p">You can sign up for the agent adherence dashboard EAP right from Zendesk Admin
Center.</p>
<p class="p"><strong class="ph b">To sign up for the agent adherence dashboard EAP</strong></p>
<ol class="ol" id="topic_skg_v4w_b3c__ol_q5p_crw_b3c">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_skg_v4w_b3c__d8e674" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span>
<strong class="ph b">Workspaces</strong> &gt; <strong class="ph b">Analytics</strong>.</li>
<li class="li">On the Analytics page, select <strong class="ph b">WFM agent adherence in real-time monitoring
(EAP)</strong>.<p class="p"><img class="image" id="topic_skg_v4w_b3c__image_qkf_jrw_b3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eap_sign_up.png" width="450"></p>
</li>
</ol>
<p class="p">The EAP will be activated in your account. It might take up to an hour before you see
the new dashboard.</p>
</div>
</div>
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