NICE CXone Presents: Enhancing Agent Adherence Monitoring using Adherence Categories


Workforce management professionals often spend a lot of time dealing with unexpected issues caused by employees not being where they should be. Adherence is a crucial metric to track, as poor adherence can hurt service level agreements (SLAs) and customer experience. The NICE CXone WFM solution offers customers a more precise and flexible way to compare agent schedules with their actual status, allowing for better team performance management and resource allocation optimization. Join Andrea Matsuda, Manager over Product Marketing for WFM, Sinaya Oved, Product Manager, and Shilpa Shegaonkar, Product Owner of NICE CXone WFM for a training session where you’ll explore the new adherence categories in CXone WFM. In this webinar, they’ll cover: Establishing effective categories, initial testing and activation, adherence monitoring practices, and necessary adjustments for optimization.