Examples of Agent Adherence calculations in Connect Customer
This topic shows two examples that illustrate how Adherent time and Non-adherent time are calculated in Connect Customer. It also includes two examples that show adherence with thresholds, one within a shift and one at the start and end of a shift.
Example 1
The schedule: Agent A is scheduled to work from 8:00 to 11:00.
What the agent does: Agent A begins working at 7:30 and then takes a break from 10:30 to 11:00.
Their adherence:
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From 7:30 to 8:00 Agent A is neither adherent nor non-adherent because this time is outside the schedule. The adherence calculation does not include unscheduled time.
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From 8:00 to 10:30 Agent A is adherent and from 10:30 to 11:00 they are non-adherent because:
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Their status was "Break" when it should have been "Available" because they were scheduled for "Work" and the "Work" activity is mapped to only the "Available" status.
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This means that Agent A's Adherence was 83%. Adherence was calculated as follows:
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(Total Adherent time 150 minutes / (Total Adherent time 150 minutes + Total Non-adherent time 30 minutes))
Example 2
The schedule: Agent B is scheduled to work from 9:00 to 10:30. They are scheduled to go on "Break" from 10:30 to 11:00, and then go to a team meeting from 11:00 to 12:00.
What the agent does: Agent B begins working at 9:00 and ends up working until 10:45. Then they set their status as "Break" at 10:45 and forget to switch it to "Team Meeting" at 11. They leave their status as "Break" from 10:45 to 12:00.
Their adherence:
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From 9:00 to 10:30 Agent B was adherent but from 10:30 to 10:45 they were non-adherent because:
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They were scheduled for "Break," which was mapped to the "Break" status, but their actual status was "Available."
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They were also non-adherent from 11:00 to 12:00 because:
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They were scheduled for the team meeting activity which maps to the "Team Meeting" status, but their actual status was "Break."
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This means that Agent B's adherence was 58%. Adherence was calculated as follows:
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(Total Adherent time: 105 minutes / (Total Adherent time: 105 minutes + Total Non-adherent time: 75 minutes))
Example: Adherence with thresholds
The schedule: Agent C is scheduled for a break at 10:00 AM
Configured threshold: 5 minutes early/late allowed for break activity
What the agent does:
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Starts break at 10:03 AM (3 minutes late).
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Returns from break at scheduled time.
Their adherence:
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Agent remains adherent because starting break 3 minutes late falls within the configured 5-minute threshold.
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The "Using thresholds" status would be displayed during this period.
Example: Adherence with thresholds at the start and end of a shift
The schedule: Agent D is scheduled to work from 8:00 AM to 4:00 PM, a total of 480 minutes, including a 30-minute lunch at 11:30 AM.
Configured threshold: 5 minutes early/late allowed at the start and end of the shift.
What the agent does:
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Becomes available at 7:55 AM, 5 minutes before the shift starts.
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Stays available until 11:45 AM, 15 minutes into their scheduled lunch, then takes lunch from 11:45 AM until 12:00 PM as scheduled.
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Stays available until 4:05 PM, 5 minutes after the shift ends.
Their adherence:
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The 5 minutes before the shift and the 5 minutes after it are adherent, because both fall within the configured threshold. Neither period is scheduled time.
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The 15 minutes of lunch during which the agent stayed available are non-adherent.
The metrics for this agent are:
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Scheduled time: 480 minutes. The 10 minutes of threshold time are not included, because they are outside the scheduled shift.
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Adherent time: 475 minutes. This is the 465 adherent minutes inside the shift plus the 10 threshold minutes outside it.
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Non-adherent time: 15 minutes.
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Adherence: 96.94%, calculated as (Adherent time 475 minutes / (Adherent time 475 minutes + Non-adherent time 15 minutes)).
In this example, Adherent time plus Non-adherent time is 490 minutes, which is greater than the Scheduled time of 480 minutes. Adherence is always calculated from Adherent time and Non-adherent time. Dividing Adherent time by Scheduled time does not produce the Adherence percentage shown.
