What happens when the Working Outside Shift Considered Exception configuration option is enabled?

When the Working Outside Shift Considered Exception configuration option is enabled, adherence is calculated including outside shift times. This means that the system takes into account the time agents spend working outside of their scheduled shifts when determining adherence levels.

By including these outside shift times in adherence calculations, organizations can gain a more comprehensive understanding of agent performance and workload management. This is especially useful for evaluating situations where agents may be required to work beyond their scheduled hours or where there are fluctuations in demand that necessitate additional work outside of standard shifts. It allows for a more nuanced approach to workforce management by acknowledging that agents may contribute to their roles even when they are not officially on schedule.

In contrast to other options, the focus on both scheduled and unscheduled work during adherence calculations offers a holistic view of agent engagement, which is critical for accurate performance assessments and effective workforce planning.