The Schedule Adherence Report monitors agent compliance with their scheduled shifts and tasks, ensuring alignment with planned activities.

The Schedule Adherence Report belongs to the Workforce Management Report Group. Below are some of the scenarios where this Report is beneficial:

• Data-driven Decision Making: Provides valuable insights into agent performance and behavior, allowing for data-driven decisions that optimize work schedules and adjust staffing levels accordingly. It Analyzes agent adherence patterns to optimize scheduling and staffing, ensuring resources are aligned with demand and performance standards.

  • Example: A contact center manager observes a trend of agents regularly straying from scheduled activities during mid-shift hours. Using the Schedule Adherence Report, the manager pinpoints that extended breaks are contributing to a drop in service availability. The manager improves service coverage and enhances overall efficiency by adjusting break schedules and strategically reallocating staffing during peak hours.

• Benchmarking and Continuous Improvement: Essential for benchmarking performance against industry standards and applying best practices to drive efficiency. It helps to compare agent adherence metrics against industry standards to implement best practices.

  • A workforce planning team analyzes adherence rates across various shifts using the Schedule Adherence Report and notices that their rates are slightly below the industry benchmark. After reviewing the report in detail, they introduce additional training sessions and implement real-time adherence alerts for agents. These changes lead to a gradual improvement in adherence and boost overall operational efficiency.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Schedule Adherence Report:

This concludes our comprehensive coverage of the Schedule Adherence Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.