Schedule Adherence
Short definition
Schedule Adherence: A measure of how closely an agent's actual activities follow their planned schedule.
Meaning and how it works
Adherence compares actual agent states with planned schedules, including breaks and queue time; it is not the same as productivity. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business applications
- Business scenario:
A workforce planner compares actual breaks and online time with the approved shift schedule.
What to check before implementation
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.