What is Schedule Adherence used to measure?

Schedule Adherence is a critical metric in workforce management that evaluates whether agents are working during the hours they are scheduled. This measurement assesses their availability and productivity in fulfilling the staffing plan established by the organization. When agents adhere to their schedules, it ensures that there are enough staff members available to meet customer demands and service level agreements. High levels of schedule adherence indicate that agents are not only present for their shifts but are also managing their time effectively while respecting designated breaks and off-schedule periods.

In contrast, other options focus on different aspects of performance or outcomes in call centers. The ratio of calls answered to total calls received measures efficiency in handling incoming communications, while the average time agents spend on calls reflects productivity concerning individual interactions. Compliance with break times, while it may contribute to overall schedule adherence, is a more narrow measure that does not encompass the full scope of scheduled hours worked. Therefore, Schedule Adherence specifically relates to the expected attendance of agents relative to their scheduled work times.