Adherence to Schedule

Date: 30th November -0001

Also known as Schedule Adherence

Call center schedule adherence is a common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work.

Schedule adherence is measured by taking the total time a call center agent is available for call work and dividing it by the time they are scheduled to work, expressed as a percentage. Call center schedule adherence can take into account time spent on breaks or doing other, non-call related work (this is called "compliance"). Most call centers define a target schedule adherence percentage that allows for some cushion time beyond the known scheduled lunch and break times.


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