Hello everyone,

Adherence to schedule is a measure of how much time and when, during the agents' shifts, they are taking or available to take calls. Data comes from the WFMS and/or ACD reports.
Adherence consists of time spent in talk time, after-call work, waiting for calls to arrive, and placing necessary outbound calls. The two terms most often associated with adherence include availability (how much time agents were available) and compliance (when agents were available to take calls). As am i facing many questions about measuring adherence to schedule per agent. most of call centers just measure (Log in, log out, breaks) but they are not measuring the other things that are written above. So feedback from users here will give it an accurate information e.g., how do you measure it? what do you measure? the right formula. Thanks.

Schedule adherance is how well the agent adheres to their schedule. It has nothing to do with talk time, aftercall work, availability, etc.

Do you schedule every call that comes in? Of course not...


Availability is a metric that shows how much time the agent was available when they were logged in but has nothing to do with schedule adherance. Their availability would deal with things like aftercall work, talktime, outbound calls, etc.


Two different metrics.