Agent Adherence To Schedule
Percentage
The percentage of time agents adhere to their planned work schedules. Adherence to schedules ensures that there are enough agents available to handle incoming calls, especially during peak times. Poor adherence can lead to longer wait times for customers and inefficiencies in staffing.
Formula
(Total scheduled working time adhered to by agents / Total scheduled working time) x 100
Example
If agents were scheduled to work for a total of 500 hours and they adhered to 480 hours, the adherence rate would be 96%.