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.

Need help on this topic...we are using IEX to report for our adherence but it is relecting attendance codes as adherent to schedules. Isnt it that if an agent is absent, then it should reflect as 0% adherence?

That would depend on the reason for absence, if someone is sent
home ill by their manager, or, cannot get into the office due
to weather, whilst I don't dispute it's a 100-x% adherence it's
not down to the agent.

As far as I can see, and, recall, the fact it's reporting
a 0 is correct, I do however think that a blanket...

if an agent is absent, then it should reflect as 0% adherence?

is a bit harsh...

Unplanned absences happen, it's a fact of life, With IEX
I *THINK* you have the option on absence coding, so, can
report on not only the adherence, but overlay absence codes.

Regards

DaveA

Adherence to schedule is nothing but the measurement of variance between the planned schedule of an agent and the actual.

For e.g

An agent was scheduled to login at 9:00 am and go on 30 mins break at 2 pm and then logout at 6 pm, however agent logged in at 9:30 am and went for the break at 2:30 for 30 mins and logged out at 06:30.

Lets calculate the agent adherence to schedule

Planned login : 09:00 am ; actual login : 09:30 am ; gap : 00:30 mns
Planned break : 02:00 pm ; actual login : 02:30 pm ; gap : 00:30 mns
Planned logout: 06:00 pm ; actual logout: 06:30 pm ; gap : 00:30 mns

total gap 01:30 or 90 mins
toal planned schedule (staff time) 540 mns

schedule non-adherence :- (90/540)=16.67%
schedule adherence for the agent :- 83.33%

Please note that schedule adherence is diufferent to Line adherence

Thanks Dave and Pamposh - your responses both are helpful. do you both agree that if an agent is encoded as absent it should reflect as 0%?

do you both agree that if an agent is encoded as absent it should reflect as 0%?

Yes and no!

Is it fair to mark an agent as a 0% adherence, if, they've
been non-adherant for matters outside their control (see above).

You probably need to look at it two ways....

1) Adherence to schedule for planning purposes.

2) Adherence to schedule for man management purposes.

Whilst there is some crossover the two are essentially
exclusive of each other!

Sorry, doesn't answer the question all all but...

May fuel the debate.

Regards

DaveA

From point of view of the business, If agent was scheduled and was absent then the adherence has to be 0% irrespective of the reason. This enables in understanding cause-effect when root causes analysis is done. So its important to reflect this "error" in the data.

Secondly, agent may get a waiver, from his performance point of view provided he justifies the absence as non-controllable. This is totally subjective.