How is an Agent's percentage of adherence calculated?

The percentage of adherence for an agent is calculated by measuring how much of their scheduled time is spent working on assigned tasks as compared to their total available (scheduled) time. This is crucial for understanding an agent’s effectiveness and how closely they follow their planned schedule.

Calculating adherence involves determining the total exception time, which includes any time the agent was not adhering to their schedule due to various reasons (like breaks, absences, or late arrivals). By dividing the total exception time by total scheduled time, you can find out what proportion of their time was not utilized according to the schedule. Subtracting this fraction from 1 gives the proportion of time the agent was adhering to the schedule. Multiplying this value by 100 converts it into a percentage, showing the agent's percentage of adherence.

This method effectively gives a clear view of the agent's alignment with their planned work schedule, which is essential for workforce management and efficiency evaluation in a contact center setting. It focuses directly on the scheduled time and how well the agent manages to stick to that schedule, thus providing valuable insight into their performance.