Schedule adherence measures the extent to which agents follow their schedules, impacting call center efficiency and staffing costs. The document outlines the configuration for tracking adherence, including shift and activity durations, and provides instructions for setting up user reminders and generating reports. It also describes how to analyze adherence data, including variance calculations and detailed views of exceptions.

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Schedule Adherence

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Introduction
• Schedule adherence is the degree to which agents stick to their schedules, measured as a percentage.
Considering that staffing is the single biggest cost facing for any call centre – and that every minute
counts when it comes to meeting customer service levels – it’s easy to see why call centre managers
are putting an increasing emphasis on improving it and are looking to their workforce management
software for solutions.
• Benefits:
1. Monitor and analyse key performance indicators and trends to reforecast, reschedule, and adjust
staffing
2. Track and compare schedule overtime or time off during high and low call volume situations
3. Evaluate adherence and take action to improve performance

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Schedule Adherence Upload - Configuration Set -Up
• Click on Attendance Module and then click to import Schedule Adherence and you can download the template either for
Shift Adherence or AAFS Adherence.
• The Shift Adherence shows the difference between planned shift timing and actual user login/logout times whereas, the
AAFS Adherence shows the difference between the planned and actual duration of activities away from system such as
Breaks, Meetings etc.

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End User Reminder - Configuration Set -Up
• The configuration set up for user’s reminder can be set up in Work Template under Client Settings Tab.

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End User Reminder - Schedule Adherence View
• A reminder will appear to user regarding the scheduled
activity that needs to be performed. The user has an option
either to accept or reject.
• Once the user is back, the pop up will be pre-filled with the activity
that the user was supposed to perform.

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Schedule Adherence – Summary View
• Click on View Schedule Adherence in Attendance Report and select the fields according to the requirement
• The reports can be viewed either for Shift Adherence or AAFS Adherence or for both
• Further, the reports can be drilled down to have a more granular view
• Note: End users can similarly view their own reports by drilling into ‘My Dashboard’

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Schedule Adherence – Detailed View
• The adherence between planned and actual duration can be seen if drilled down further.
• The Exception duration shows the total time spend outside the planned duration whereas, Exceptions shows their count.
• Variance (%) = ((Planned Duration – Actual Duration)/ Planned Duration)*100
Example:- ((9.5-4.57)/9.5)*100 = 51.93
• Exception Duration = Sum of exception durations
Example :- First Exception Duration = 00:29:23, Second Exception Duration = 04:26:24. Total Exception - (00:29:23+ 04:26:24) = 04:55:47
• Exceptions – Total Instances of Exceptions
Example:- (1+1) = 2

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