What is Schedule Adherence?
Schedule adherence measures how well agents follow their assigned schedules, expressed as a percentage of scheduled time spent in the correct state (available, on break, in training, etc.). High adherence means agents are where they're supposed to be when they're supposed to be there—critical for meeting service levels during peak periods.
Calculating Adherence
Adherence = (Time in Correct State / Total Scheduled Time) × 100
Example: If an agent is scheduled for 8 hours and spends 7.5 hours in the correct states, their adherence is 93.75%.
Why Adherence Matters
- Service levels — Non-adherence during peaks causes missed SLAs
- Forecasting accuracy — Plans only work if agents follow them
- Fair workload — Consistent adherence means equal burden sharing
- Cost control — Late returns from breaks add up quickly
Adherence vs Conformance
Adherence measures real-time schedule following. Conformance measures whether agents worked their total scheduled hours regardless of timing. Both matter—adherence for service levels, conformance for capacity.
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