Importance

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Abstract

An adherence system provides an entity (such as a supervisor) with the ability to define one or more acceptable agent state “rules” that are then monitored for compliance. A particular “rule” defines a sequence of user-configured or system-defined work item handling states and, optionally, a particular duration for a given state in the sequence. The rule typically also has associated therewith one or more user-configured or system-defined “actions” that should occur if the rule (which is sometimes referred to as a “policy”) is triggered. Using state information, the system monitors the various states of a particular agent against one or more rules. If the agent violates the rule (e.g., by moving in or out of a state out of sequence, by staying within a given state too long, or the like), a trigger event is initiated to indicate a potential or actual policy violation. The trigger event may then initiate a given action.

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First Claim