Oct 17, 2012
Formal workforce management is a new concept in our call center, as well as all of the related metrics, including Schedule Adherence. My question is, at what point in time do you dis-allow an exisiting schedule to be modified? Do you update the schedule for sick or tardy events? I would say no since they are unplanned/unscheduled events. Example: An employee does not work any of their scheduled shift because they are out on an excused absence for illness. Currently, we would modify the schedule to reflect the absence. However, the employee and department will be in adherence because we have changed their scheduled activity to "sick."
– Daniel Downey