Schedule adherence is the percentage of time in which the activity the agent did matches their scheduled activity.
- 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:
Formula: (Scheduled Time -
Amount of time out of adherence)
/ Scheduled Time) = Schedule Adherence
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.
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 prior hour. Please note: You may sometimes observe a small delay depending on the current workload.