How are untracked activities categorized in adherence metrics?

Untracked activities are categorized as "unknown" in adherence metrics because they represent instances where agent activities cannot be precisely monitored or aligned with scheduled tasks. In the context of workforce management, adherence metrics are used to assess how closely agents follow their defined schedules. When activities are untracked, there is insufficient data to evaluate whether the agents are adhering to their schedules or not, leading to this categorization.

This classification indicates that the system does not possess enough information to ascertain if the untracked activities align with the expected work schedule. As a result, these untracked periods do not fit neatly into the definitions of scheduled or out of adherence; they essentially remain a gap in the data that prevents a clear assessment of performance in that timeframe. This understanding is crucial for accurate workforce management and ensuring that any potential inefficiencies or discrepancies can be addressed effectively.