---
title: An employee keeps showing red in adherence
description: Does an employee keep showing red in adherence? Usually they are not correctly linked to their telephony account, or their status does not match their scheduled skill.
---

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# An employee keeps showing red in adherence

## Does an employee keep showing red in adherence? Usually they are not correctly linked to their telephony account, or their status does not match their scheduled skill.

Teamlead links employees to the telephony system via their email address. If that address is different, or the employee exists twice, statuses do not come in correctly. You set which status belongs to which skill in **Status mappings**, not on the skill.

### How to fix it

1. Open **Adherence**, click the employee and look at the status updates.
2. No status updates? Go to **Settings** \> **Connections** \> your telephony system \> **Employees** table. Choose the correct **Profile** for the employee.
3. Are there status updates? In **Status mappings**, tick the scheduled skill under **Skills counted as adherent**.
4. Is someone not on the phone during a skill, such as at a front desk? Do not tick that skill for any status. Logged off or unavailable then counts as adherent, and available or on a call as not adherent.

### Good to know

- During a ticked skill, logged off always counts as not adherent. Unavailable does too, unless you tick the skill for that status.
- Logged in without a shift counts as not adherent.

### Not working?

- Email support@teamlead.io with the employee's name, the date and time, and your telephony system.

### See also

- [Tracking adherence](https://kennisbank.teamlead.io/en/tracking-adherence?hsLang=en)
- [Overview: which connections are available?](https://kennisbank.teamlead.io/en/overview-which-connections-are-available?hsLang=en)
- [Statistics and export](https://kennisbank.teamlead.io/en/statistics-and-export?hsLang=en)

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    - [Leave](https://kennisbank.teamlead.io/en/for-planners-and-team-leads?hsLang=en#leave)
    - [Staffing and forecast](https://kennisbank.teamlead.io/en/for-planners-and-team-leads?hsLang=en#staffing-and-forecast)
    - [Adherence and statistics](https://kennisbank.teamlead.io/en/for-planners-and-team-leads?hsLang=en#adherence-and-statistics)
- [For administrators](https://kennisbank.teamlead.io/en/for-administrators?hsLang=en)
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