this video shows you how to monitor agent schedule adherence in Workforce optimization for customer service how can you be sure your agents are abiding by the schedules you set you can monitor the real-time schedule adherence of your agents and review schedule adherence data across your teams using the schedule application in manager workspace let's follow along as Amy Jones the head of customer support for Acme monitors her agent's adherence to the work schedule in real time for one of her agents Deborah Fetter Amy goes to the schedule and sees that Debra is currently scheduled to be on shift she can monitor in real time whether Deborah is adhering to the schedule or not Deborah logs into the agent workspace and her status is set to available by default the calendar evaluates agent login and logout times and the agent presence status towards clock in and clock out events we see Deborah's clocking event visible on the calendar in real time this base system capability is configurable and you can decide the way you want to trigger clock in and clock out events now let's go back to the agent workspace where Deborah is changing her agent presence status to offline back in the manager workspace we see the clock out event triggered on the calendar in real time this way throughout the day clock in and clock out events are triggered managers can edit these events now let's see how this looks at the end of the day the green patches signify time worked and the gray patches signify time not worked this gives managers full visibility into agents schedule adherence another way to view this is by looking at the reports in the time attendance report we're able to see the clock in and clock out events of all individual agents throughout the day we can easily export this data and filter it for a specific agent we also have the time worked summary where the entire day of an agent is summarized and we can review the key metrics here as well for instance in the case of agent Deborah feder we seek her start time end time plan time word time not work adherence percentage and conformance percentage alerts appear when adherence Falls below 70 percent and when conformance exceeds 100 percent we can configure these values on the platform export the data and filter it for specific agents now let's go back to the schedule module and select schedule adherence here we see the aggregate adherence percentage and conformance percentage for different teens in the last week you can now monitor the schedule in real time and review schedule adherence data to make sure agents are adhering to your requirements for more information see our product documentation or knowledge base or ask a question in the servicenow community