Schedule Adherence - Amazon Connect

Schedule Adherence

Contact center supervisors or managers track schedule adherence to understand when agents are following the schedule that you have created. This helps ensure you achieve your service level targets, while improving agent productivity and customer satisfaction.

Amazon Connect begins generating schedule adherence automatically as soon as a published schedule starts that has shift activities where Adherence = yes.

You can view Schedule Adherence metrics on the Historical metrics page. The following image shows an example of choosing Schedule Adherence metrics to appear in a historical metrics report.

Getting started:

  1. Schedule Adherence requires that schedules are created and published. For more information, see Scheduling in Amazon Connect.

  2. Ensure you have the right permissions to access metrics and scheduling information. For more information on the required permissions, see security profile permissions for forecasting, capacity planning, and scheduling .

Definition of Schedule Adherence

This section describes the values used when calculating Schedule Adherence.

Adherence

Percentage of time that an agent correctly follows their schedule. This is measured by tracking if an agent is in an Available agent status when they should be in productive state. This percentage is calculated as follows:

Adherence % = ((Total Adherent Minutes)/ Total Scheduled Adherence Minutes)

An agent is considered adherent if the agent is in an Available Status, when the shift activity is Productive, or if the agent is in Non-Productive Status (i.e Custom Status), when the shift activity is Non-Productive. Otherwise the agent is considered non-adherent. This means that if a shift activity is called Lunch but marked as productive, the agent is considered adherent if they are in the Available agent status.

  • Type: String

  • Min value: 0.00%

  • Max value: 100.00%

  • Category: Agent activity-driven metric

Note

Anytime you change the schedule, Schedule Adherence is re-calculated up to 30 days in the past from the current date (not the date of the schedule), if schedules are changed.

Adherent Time

Total time an agent was in an Available status when their shift activity is productive or was is in non-productive status when the shift activity is non-productive.

  • Type: String (hh:mm:ss)

  • Category: Agent activity-driven metric

Non-Adherent Time

Total time an agent was not in an Available status when their shift activity is productive or not in a non-productive status when their shift activity is non-productive.

  • Type: String (hh:mm:ss)

  • Category: Agent activity-driven metric

Scheduled Time

Total Time an Agent was scheduled (either for productive or non-productive time) and Adherence for those shifts were set to Yes.

  • Type: String (hh:mm:ss)

  • Category: Agent activity-driven metric