What does Historical Adherence allow you to assess?

Historical Adherence allows you to assess past adherence to schedules, reflecting how well agents followed their assigned schedules during a specific period in the past. This evaluation helps identify trends and patterns in adherence, which is crucial for understanding workforce efficiency and planning improvements. By analyzing this data, organizations can gain insights into factors affecting adherence, such as training needs, scheduling effectiveness, or external influences, allowing for informed decision-making regarding workforce management strategies.

The focus on past adherence distinguishes it from assessing current availability, future needs, or general performance, all of which are informed by different types of data and analysis within Workforce Management practices. By accurately measuring historical adherence, companies can take proactive steps to optimize agent schedules, ensuring better performance and productivity in future scheduling efforts.