It’s pretty important for your agents to stay on track, why else would you make such detailed shift schedules? You can use the Schedule Adherence feature to see what your agents were supposed to be working on at a certain time as compared to what they actually did during that period.
Before you get started, you’ll need to set up a schedule for your agents in order to see their Schedule Adherence (they can't really adhere to something unless it's assigned first!). The more specific tasks you assign during certain hours using the Intraday Schedule feature, the more accurate each agent’s Schedule Adherence report will be for you to review.
Schedule adherence is the percentage of time in which the activity the agent did matches their scheduled activity.
Formula: (Scheduled Time - Amount of time out of adherence)/ Scheduled Time) = Schedule Adherence
- If an agent is scheduled to work on tickets and at that time they do work on tickets then this would count towards adherence.
- If an agent is scheduled to work on tickets and at that time they actually work on Chats then this would count against adherence.
Here's a visual example of Schedule Adherence:
Important: In order for schedule adherence to be selectable in the Summary Report you need to choose as first grouping either "agent" or "group" otherwise the metric won't show up on the list for you to select.
Common uses of Schedule Adherence
Schedule Adherence is a great way to at a glance understand how well your agent's are adhering to their schedule. It's best utilized when looking at a large group of agents at once and filtering to view outliers.
Downfalls of Schedule Adherence
Although Schedule Adherence provides a great high-level snapshot of an agent's adherence, it's not detailed enough to provide specifics and thus should be used in conjunction with reviewing the adherence visually. Additionally, you should not expect Schedule Adherence to be 100% as it would be nearly impossible for an agent to follow a schedule perfectly. A target of 75%+ is typically a good goal to shoot for.
- Attendance Rate
Note: you must create an Intraday Schedule for your agents if you want to see their Schedule Adherence. If you do not use it, only Ticket, Chat, or Voice time will be considered as a positive impact on adherence when comparing it to the total Scheduled time.
Important: For the current day this metric is updated at the top of every hour. Thus, if you are looking at real-time reports the schedule adherence shown will be accurate as of the top of the prior hour. Keep in mind you may sometimes observe a small delay depending on the current workload. if you are editing Schedule Intraday or tracked timesheets for the past day, Schedule adherence will update right away.