What Is Adherence? Related Articles How to Manage and Improve Schedule Adherence How do I Calculate... Schedule Adherence? 8 Ways to Improve Schedule Adherence 17 New Ways to Improve Schedule Adherence in the Contact Centre © vegefox.com - Adobe Stock - 127700534 2,637 Filed under - Definitions, Adherence Schedule Adherence or Adherence to Schedule A general term that refers to how well agents adhere to their schedules. Can include both: How much time they were available to take calls during their shifts, including the time spent handling calls and the time spent waiting for calls to arrive (also called Availability) When they were available to take calls (also called Compliance or Adherence). See Real-Time Adherence Software and Occupancy. Schedule Adherence Formula The formula for adherence is very simple: Adherence = Minutes in Adherence X 100 Total Scheduled Minutes There is no universally recognized schedule adherence benchmark, but rates between 85 and 95% are generally considered acceptable. Obviously there does have to be some allowance for factors which are beyond the agents’ control, like calls which overrun into a lunch break. When the contact centre’s average adherence figure is below target, closer analysis is needed to identify the drivers behind this. Within the schedule adherence calculation, sanctioned activities like meetings and coaching are considered adherent when they are carried out during scheduled hours. To calculate adherence automatically on an Excel spreadsheet, check out Our Free Schedule Adherence Tool Author: Rachael Trickey Published On: 1st Jul 2022 Read more about - Definitions, Adherence Recommended Articles How to Manage and Improve Schedule Adherence How do I Calculate... Schedule Adherence? 8 Ways to Improve Schedule Adherence 17 New Ways to Improve Schedule Adherence in the Contact Centre Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter