Systems and methods for intelligent adherence or conformance analysis coaching

An intelligent conformance analysis coaching system comprising:

• a monitor;
• and
• one or more processors configured to:
• display a graphical user interface on the monitor which allows a supervisor to select a date range and an objective, wherein the objective is a goal amount of occurrences of a goal amount conformance to occur at a goal frequency;
• receive, for one or more agents, conformance data, wherein the conformance data comprises, for each of one or more scheduled activities during the date range, an amount of time in conformance or an amount of time not in conformance based on a comparison of a scheduled total amount of time for the scheduled activity and an actual total amount of time the scheduled activity was actually performed by the agent;
• determine if any of the one or more agents require coaching based on a comparison of the conformance data at the goal frequency to the goal amount of occurrences of the goal amount of conformance at the goal frequency;
• schedule a coaching session with each of the one or more agents that have been determined to require coaching;
• and
• transmit an alert to each of the one or more agents that have been determined to require coaching, wherein the alert comprises information indicating why the agent has been determined to require coaching.

An intelligent adherence analysis coaching method comprising:

• displaying a graphical user interface which allows a supervisor to select a date range and an objective, wherein the objective is a goal amount of occurrences of a goal amount of adherence to occur at a goal frequency;
• receiving, for one or more agents, adherence data or conformance data, wherein the adherence data comprises, for each of one or more scheduled activities during the date range, an amount of time in adherence or an amount of time not in adherence based on a comparison of scheduled start and stop times for the scheduled activity and actual start and stop times that the scheduled activity was actually performed by the agent;
• and
• determining if any of the one or more agents require coaching based on a comparison of the adherence data at the goal frequency to the goal amount of occurrences of the goal amount of adherence at the goal frequency, or
• scheduling a coaching session with each of the one or more agents that have been determined to require coaching;
• and
• transmitting an alert to each of the one or more agents that have been determined to require coaching, wherein the alert comprises information indicating why the agent has been determined to require coaching.

An intelligent conformance analysis coaching method comprising:

• displaying a graphical user interface which allows a supervisor to select a date range and an objective, wherein the objective is a goal amount of occurrences of a goal amount of adherence or a goal amount of conformance to occur at a goal frequency;
• receiving, for one or more agents, conformance data, wherein the conformance data comprises, for each of the one or more scheduled activities during the date range, an amount of time in conformance or an amount of time not in conformance based on a comparison of a scheduled total amount of time for the scheduled activity and an actual total amount of time the scheduled activity was actually performed by the agent;
• determining if any of the one or more agents require coaching based on a comparison of the conformance data at the goal frequency to the goal amount of occurrences of the goal amount of conformance at the goal frequency;
• scheduling a coaching session with each of the one or more agents that have been determined to require coaching;
• and
• transmitting an alert to each of the one or more agents that have been determined to require coaching, wherein the alert comprises information indicating why the agent has been determined to require coaching.