The Attendance Rate is a measure of the time an agent is scheduled to work compared to the time the agent actually worked within the selected reporting period. The value can be higher than 100% if the agent worked more than actually Scheduled.
Formula: [(Total Time) / (Time Scheduled)] = Attendance Rate
Nathan Norton: 53.10 / 40 = 1.3275 = 132.75%
Michael Kaleponi: 47.85 / 40 = 1.19625 = 119.64%
Common uses of Attendance Rate
Attendance Rate is a great way to quickly spot outliers where an agent has been scheduled for substantially more hours than they actually worked or vice versa. You can filter by an attendance rate that is under/over a designated percentage to quickly spot these outliers.
Downfalls of Attendance Rate
Although Attendance Rate is a useful metric from a management perspective, it's typically not a good metric to include on an agent's scorecard as it does not provide enough visibility into why the attendance rate is not 100%. For example, an agent's attendance rate could be low due to missing a day, coming in late, or forgetting to log PTO. Thus, it doesn't provide enough direction to correct an agent's behavior.
- Schedule Adherence