Configure thresholds for schedule adherence

You can configure thresholds for schedule adherence, giving you more flexibility in how you track agent performance. You can define thresholds for how early or late agents start or end their shifts, as well as for individual activities. For example, agents can start their shift 5 minutes early and end 10 minutes late, or end their breaks 3 minutes late, without negatively impacting their adherence scores. For more information, see Schedule Adherence for agent productivity.