What is Schedule Adherence?
Schedule adherence is a metric that measures how well agents stick to their assigned work schedules, including login times, breaks, and availability. It’s critical for meeting service levels and maintaining operational efficiency.
How It’s Measured
Adherence = (Total Time on Schedule / Total Scheduled Time) × 100
Non-adherence includes lateness, extended breaks, or time spent in non-productive statuses outside the schedule.
Why Schedule Adherence Matters
– Directly impacts service levels and customer wait times
– Enables accurate forecasting and staffing
– Helps manage workloads and prevent agent burnout
Types of Adherence Tracking
Real-Time Adherence
Monitors deviations as they happen, enabling quick interventions.
Historical Adherence
Used for trend analysis and performance reviews over time.
How to Improve Schedule Adherence
– Provide schedule visibility and self-management tools
– Recognize and reward consistent adherence
– Offer flexible scheduling when possible
– Use adherence dashboards and alerts for supervisors
Related Topics for Further Reading
– Workforce Management
– Real-Time Monitoring
– AUX Time
– Occupancy Rate
– Schedule Flexibility
