this video is an overview of the schedule adherence feature for workforce optimization schedule adherence for customer service management helps managers team leaders and stakeholders track the efficiency of teams schedules and their teams members this is done by gaining insight into compliance kpis like time worked time not worked overtime adherence and conformance with this information they can measure the effectiveness of their scheduling and improve their scheduling process let's see how it works gina is an agent from the moment she logs into the csm agent workspace her clock in and clock out activities are tracked throughout her day her manager amy can then view gina's end-of-day time worked summary as well as team level and individual level kpis between selected dates with this information she can provide coaching and guidance opportunities to help improve her team's adherence gina can see this information on her workspace as well helping her keep tams on her own schedule adherence and conformance now that we understand the basics of schedule adherence let's see how amy can view and utilize this information from her manager workspace from scheduling she can access the schedule adherence tab here she can see adherence and conformance stats for all her teams over the last week time attendance gives her a view of all clock in and clock out events for each team member [Music] she can also see the time worked summary which gives her more detailed information for each agent here she can see metrics like shift start and end times expected shift duration time worked and not worked and their individual adherence and conformance any adherence or conformance values that breach the configured thresholds are highlighted in red from the team calendar view amy can get a detailed look at gina's planned schedule against her actual clock events here she sees gina's planned schedule including her allocated break time alongside gina's plan schedule amy can see gina's actual adherence information giving amy a clear view of where gina missed her adherence as well as her conformance [Music] from the team's application amy gets a breakdown of the kpis for her teams she can filter the dates and time frame that she wants to view of those kpis here from here amy can select any of her teams to get a view of their schedule adherence this gives her a magnified view of the adherence of individual team members clicking here she can also drill down between dates that she can specify here which will give her a trendline of the overall team and individual kpis schedule adherence appears in the agent's 360 view so it can be part of the conversation between gina and amy in coaching and evaluation for performance improvement with schedule adherence companies can gain insight into their team's adherence behaviors with customized kpis organizations can assess the effectiveness of forecasting and scheduling processes based on their specific needs for more information see our product documentation knowledge base or podcast or ask a question in the servicenow community [Music]