Schedule adherence

The amount of agent time actually spent in accordance with their scheduled tasks as a proportion of their total scheduled time.

  • If an agent is scheduled for 100 minutes (of either directly productive or non-productive activity), and they stick to their schedule for 90 minutes, their SA is 90%.
  • Schedule adherence involves acknowledging the reality of when your team was available vs. when they were scheduled to be available and working to close the gap between the two. Methods like vacation tracking and attendance tracking help to increase schedule adherence.

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