What type of data is necessary to create an agent schedule adherence report in Salesforce?

To create an agent schedule adherence report in Salesforce, it is essential to have data on the time spent per hour on handling calls. This type of data allows you to assess whether agents are adhering to their scheduled work times effectively. By analyzing how much time agents spend on actual call handling in relation to their scheduled hours, you can measure their adherence to the schedule, identify trends, and evaluate agent productivity.

Time tracking is crucial because it provides concrete metrics that illustrate how well agents are following their assigned schedules. Without this data, it would be challenging to accurately determine adherence levels and make informed decisions about scheduling and resource management.

The other types of data, while potentially useful for overall performance assessment, do not directly relate to schedule adherence. For instance, call volume per day indicates how busy the agents are but doesn't provide insight into whether they are sticking to their schedules. Agent performance ratings and customer satisfaction scores reflect agent effectiveness and customer experience but are not directly tied to adherence to scheduled work hours.