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 example
A workforce planner compares actual breaks and online time with the approved shift schedule.
What to consider
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.