Calculating Agent Adherent and Non-Adherent Time

Example

Example 1:

Agent A is scheduled to work from 8:00 to 11:00.

They begin working at 7:30 and then take a break from 10:30 to 11:00. From 7:30 to 8:00 the agent is neither adherent or non-adherent since there is no schedule.

From 8:00 to 10:30 the agent is adherent and from 10:30 to 11:00 the agent is non-adherent because they were in Non-Productive Time when they should have been productive.

This means that Agent A’s Adherence was 83%. (Total Adherent Time was 150 minutes/Total Scheduled Time 180 minutes)

Example 2:

Agent B is scheduled to work from 9:00 to 10:30.

They go on Break from 10:30 to 11:00, and then a team meeting from 11:00 to 12:00. They begin working at 9:00 and end up working until 10:45. Then picking the Break custom Non-Productive Time status from 10:45. They forget to switch their status to Team Meeting and leave it as Break until 12:00.

From 9:00 to 10:30 the agent was adherent but from 10:30 to 10:45 the agent was non-adherent because they were in a productive state when they should have been in a non-productive state. From 10:45 to 12:00 they were adherent because they were in a non-productive state the entire time.

This means that Agent B’s adherence was 92% (Total Adherent Time: 165 Minutes / Total Scheduled Time: 180 Minutes)