What does a percentage figure in schedule adherence represent?

The percentage figure in schedule adherence specifically represents the proportion of time that agents are available for work compared to the time they are scheduled to be available. This metric is crucial for understanding how well agents are following their scheduled shifts and managing their time effectively.

High adherence implies that agents are present and ready to assist customers when expected, which contributes to overall service level achievement and operational efficiency. Conversely, low adherence can indicate issues such as frequent breaks, late arrivals, or underutilization.

This measure is particularly important in workforce management, as it directly affects resource allocation, customer satisfaction, and business performance. Understanding adherence can help management make informed decisions regarding staffing levels and scheduling strategies.