The By Playbook Adherence metric measures and monitors how well contact center agents follow established procedures and workflows. It provides insights into process compliance, helping organizations maintain consistent service quality, ensure regulatory compliance, and identify improvement opportunities. Each metric is used for evaluation purposes and is assigned to a single agent attribute.Documentation Index
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Key Capabilities
| Capability | Description |
|---|---|
| Automated adherence tracking | Monitor compliance with entire playbooks or specific steps |
| Configurable thresholds | Set custom adherence percentages based on process criticality |
| Flexible evaluation periods | Configure time bounds for daily, weekly, or monthly assessments |
| Granular analysis | Evaluate adherence at the playbook, stage, or step level |
| Performance insights | Generate actionable data for coaching, training, and process optimization |
Use Cases
- Agent performance evaluation — assess individual agent compliance
- Team performance analysis — compare adherence rates across teams
- Process compliance auditing — verify critical service steps are followed
- Training gap identification — spot playbook steps agents consistently struggle with
- Quality score calculation — incorporate adherence into overall quality assessments
- Coaching opportunities — identify areas needing additional support
- Operational reporting — generate management reports on process compliance
Configure By Playbook Adherence Metric
- Navigate to Quality AI > Configure > Evaluation Forms > Evaluation Metrics.
- Select + New Evaluation Metric.
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From the Evaluation Metrics Measurement Type dropdown, select By Playbook Adherence.
- Enter a descriptive Name for future audit reference.
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Select a Playbook Name from the dropdown.
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Select an Adherence Type:
Entire Playbook:
- Evaluates adherence across the complete playbook.
- Enter the minimum Adherence Percentage required. If adherence falls below this rate, the metric fails.
- Evaluates adherence to a specific step within the playbook.
- Select the Stage and Step for evaluation.
- Select Create.
Edit or Delete By Playbook Metric
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Select the By Playbook Adherence metric and click the ellipsis (⋮).
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Choose an option:
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Edit to modify the metric.
- Delete to remove the metric.
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Edit to modify the metric.
- Select Update to save changes.
Deletion Requirements
Before deleting, confirm:- The metric isn’t actively used in any evaluation form or workflow. The system shows a warning if it is.
- Remove the metric from all associated evaluation forms.
- The system allows deletion only after all dependencies are resolved.
