Agent Schedule Adherence Metric

Overview

The Agent Schedule Adherence KPI measures how effectively call center agents manage their scheduled time for work activities. The metrics used in this KPI will differ depending on the type of call center or help desk you are operating, however, typical metrics include # of calls handled, average time on call, and average seconds to answer (ASA). A high adherence rate indicates that agents are being cost-effective with their time and providing responsive service to your customers.

Schedule adherence is an important factor in call center performance, as low adherence rates may result in failure to meet SLAs and deliver a poor quality of service to customers. It's important that adherence take into account necessary activities such as writing up call reports and necessary breathing time between calls. An adherence rate of 100% is unrealistic and most centers strive for around 80% adherence.

Success indicators

• Agent adherence across the board is greater than 80%.

Monitoring Call Center KPIs on a Dashboard

Once you have established benchmarks and targets for Agent Schedule Adherence, you’ll want to establish processes for monitoring this and other call center KPIs. Dashboards can be critical in this regard. Read more