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Schedule Adherence
Definição
Schedule adherence is a workforce management metric that measures how closely agents follow their assigned schedules — being available for work (on calls, chats, or tickets) during the times they're scheduled to be.
How to calculate it
A common formula is: time in adherence ÷ scheduled time × 100, where "in adherence" means the agent was doing the scheduled activity at the scheduled moment. If an agent is scheduled for 8 hours and is in adherence for 7.2 of them, adherence is 90%.
It penalizes both being unavailable when scheduled to work and (in strict versions) working off-schedule. It's distinct from occupancy, which measures how busy agents are while logged in.
Why it matters
Adherence is what makes staffing forecasts actually hold up. If a team is scheduled correctly but agents don't adhere, real capacity drops — queues build, wait times rise, and service levels slip even though the plan looked fine on paper.
Perguntas frequentes
What is a good schedule adherence rate?
Many contact centers target 85–90%. Too strict a target can backfire by discouraging flexibility, so it's usually balanced against occupancy and agent experience.
How is adherence different from occupancy?
Adherence measures whether agents are working when scheduled; occupancy measures how much of their logged-in time is spent actively handling contacts. One is about timing, the other about intensity.
Termos relacionados
Shrinkage
Shrinkage is a workforce management metric that captures the percentage of paid agent time not spent handling customer contacts — including breaks, meetings, training, absenteeism, and other non-productive activities..
Forecast Accuracy
Forecast accuracy measures how close a support team's predicted contact volume (or workload) was to the volume that actually arrived, expressed as a percentage that shows how reliable the forecast was..
Occupancy Rate
Occupancy rate is the percentage of an agent's logged-in, available time that is actually spent handling contacts — including talk, chat, and after-contact work — versus waiting for the next contact..
Agent Utilization
Agent utilization is the percentage of an agent's paid time spent on productive, support-related work — handling contacts and related tasks — versus total time on the clock..
Service Level
Service level is the percentage of contacts answered within a defined target time, most often expressed as an "X/Y" goal — for example, answering 80% of calls or chats within 20 seconds..
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