--- title: Tracking adherence description: Track live whether employees are following their schedule by comparing their status in the telephony system with the scheduled skill. --- [Skip to content](https://kennisbank.teamlead.io/en/tracking-adherence#main-content) - [English](https://kennisbank.teamlead.io/en/tracking-adherence) - [Nederlands](https://kennisbank.teamlead.io/nl/adherence-volgen) English Show submenu for translations ![Teamlead](https://kennisbank.teamlead.io/hs-fs/hubfs/main-logo-horizontal-png-dark.png?width=176&height=32&name=main-logo-horizontal-png-dark.png) Open main navigation Close main navigation - - [English](https://kennisbank.teamlead.io/en/tracking-adherence) - [Nederlands](https://kennisbank.teamlead.io/nl/adherence-volgen) English Show submenu for translations - [Tickets](https://servicedesk.teamlead.nl/tickets) [Tickets](https://servicedesk.teamlead.nl/tickets?hsLang=en) Hi. How can we help you? - There are no suggestions because the search field is empty. 1. [Teamlead Knowledge Base](https://kennisbank.teamlead.io/en?hsLang=en) 2. [For planners and team leads](https://kennisbank.teamlead.io/en/for-planners-and-team-leads?hsLang=en) 3. [Adherence and statistics](https://kennisbank.teamlead.io/en/for-planners-and-team-leads?hsLang=en#adherence-and-statistics) # Tracking adherence ## Track live whether employees are following their schedule by comparing their status in the telephony system with the scheduled skill. Adherence shows whether employees are doing what the schedule says. To do this, Teamlead compares the status from your telephony system with the skill in the schedule. ### Requirements - Your location has a connection with your telephony system with adherence switched on (see [Overview: which connections are available?](https://kennisbank.teamlead.io/en/overview-which-connections-are-available?hsLang=en)). Only then does **Adherence** appear in the menu. - Only administrators can see adherence. - In the connection, the employees are linked to their profile, usually via their email address. ### How to read the page 1. Go to **Adherence**. You see today; the page refreshes every 45 seconds. 2. At the top are **Average adherence**, **Scheduled today**, **Adherent now** and **Action needed**. 3. The **Adherence over time** chart shows the day in 5-minute intervals. 4. Under **Per employee**, you see the **Adherence** row for each person by default. Use the eye icon to also show the **Schedule** and **Status** rows. 5. Hover over a block for details, such as **Status does not match the schedule.** 6. Click an employee to see the **Day score** and all status changes. 7. Click the **Week overview** calendar icon for an overview per employee per day. ### Statuses and colours - The statuses are **Available**, **On a call**, **After-call work**, **Unavailable**, **Logged off** and **Unknown**. - At any moment, someone is **Adherent** (green), **Not adherent** (red) or **Unknown** (blue). Grey means there is nothing to measure at that moment. ### Which skills count? There is no adherence setting on the skill itself. You set it up in the connection: **Settings** \> **Connections** \> your telephony system \> **Status mappings**. For each status, under **Skills counted as adherent**, you choose the skills for which that status is correct. - During a ticked skill, only a linked status counts as adherent. **Logged off** or **Unavailable** is then not adherent, unless you link that status to the skill, such as **Unavailable** for back office. - A skill that is not ticked for any status is a skill without phone work, such as lunch or training. **Logged off** or **Unavailable** then counts as adherent. **Available**, **On a call** or **After-call work** counts as not adherent. - Logged in and busy without a shift is not adherent. Logged off without a shift does not count. ### Good to know - You can only see status changes on the **Adherence** page. For longer periods, use **Statistics** \> **Adherence** (see [Statistics and export](https://kennisbank.teamlead.io/en/statistics-and-export?hsLang=en)). - You cannot download anything on the **Adherence** page. You can get an Excel file covering a period from **Statistics** \> **Adherence** (see [Statistics and export](https://kennisbank.teamlead.io/en/statistics-and-export?hsLang=en)). - Is someone shown in red while they are on a call? Often the employee is not linked correctly. See [An employee keeps showing red in adherence](https://kennisbank.teamlead.io/en/an-employee-keeps-showing-red-in-adherence?hsLang=en). ### See also - [Statistics and export](https://kennisbank.teamlead.io/en/statistics-and-export?hsLang=en) - [An employee keeps showing red in adherence](https://kennisbank.teamlead.io/en/an-employee-keeps-showing-red-in-adherence?hsLang=en) - [Overview: which connections are available?](https://kennisbank.teamlead.io/en/overview-which-connections-are-available?hsLang=en) - [Get started](https://kennisbank.teamlead.io/en/get-started?hsLang=en) - [For employees](https://kennisbank.teamlead.io/en/for-employees?hsLang=en) - [For planners and team leads](https://kennisbank.teamlead.io/en/for-planners-and-team-leads?hsLang=en#main-content) - [Schedule](https://kennisbank.teamlead.io/en/for-planners-and-team-leads?hsLang=en#schedule) - [Shift templates and automatic scheduling](https://kennisbank.teamlead.io/en/for-planners-and-team-leads?hsLang=en#shift-templates-and-automatic-scheduling) - [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) - [Connections](https://kennisbank.teamlead.io/en/connections?hsLang=en) - [Frequently asked questions](https://kennisbank.teamlead.io/en/frequently-asked-questions?hsLang=en) [![](https://kennisbank.teamlead.io/hs-fs/hubfs/Teamlead-logo.png?width=500&height=105&name=Teamlead-logo.png)](http://teamlead.io) [Website](https://teamlead.io)[Create a ticket](https://servicedesk.teamlead.nl/tickets?hsLang=en)© 2026 Teamlead