In the context of WFM, what does 'Adherence' measure?

The concept of 'Adherence' in Workforce Management (WFM) primarily refers to the measurement of how closely agents adhere to their scheduled shifts and activities. This is crucial for ensuring that staffing levels meet the demand of incoming requests, which directly impacts service levels and operational efficiency.

When agents are adherent to their schedules, they are available to handle calls or other activities as planned, which helps in maintaining the balance between available resources and customer needs. Understanding adherence allows management to identify patterns, make necessary adjustments to schedules, and enhance overall workforce efficiency. High adherence rates typically indicate effective scheduling and good compliance from agents, contributing to the overall success of WFM strategies.

While other options may address important aspects of Workforce Management, they do not specifically pertain to adherence. For instance, agent satisfaction is a separate metric that may influence adherence, but it does not measure adherence itself. Similarly, forecasting accuracy and user interface effectiveness are important components of WFM but operate independently of the adherence concept.