Clock-in and clock-out metrics: schedule adherence

By default, Assembled only calculates adherence for productive events. But you may also want to track that agents are taking their breaks, lunches, and meetings at their scheduled time. With Assembled’s schedule adherence metric, you can configure adherence calculations to also include non-productive events.

In this article:

• What is schedule adherence?
• Setting up
• Using schedule adherence

What is schedule adherence?

Schedule adherence is the time an agent spends in adherence for scheduled events / total time scheduled. This metric includes all scheduled events that have an agent state mapping in the adherence calculation. Productive adherence only uses productive events for its adherence calculation.

Setting up

First, check whether your integration will be supported. Below are a list of integrations that work with this metric:

• Zendesk manual tracking
• Five9
• Talkdesk
• Salesforce omni
• Amazon connect
• Kustomer (with granular agent states)
• Zendesk unified agent status
• Agent states sent via API

This list isn't comprehensive. If you aren't sure if your integration will work with this metric, feel free to contact us.

Next, you’ll need to make sure you have agent state mappings for non-productive events in order for this metric to calculate. You can configure mappings by opening the Configure menu and then selecting the Agent states page. More information about how to create agent state mappings is in this article.

Once you have confirmed that you have one or more of those integrations and the agent states mappings set up, select the Data handling tab.

Scroll to the bottom of the page and find the panel titled Clock in clock out metrics. Open the drop-down menu and select On.

Using schedule adherence

The Team performance and Agent scorecard reports will now have the option for Schedule adherence in the selectable metrics. Keep in mind that schedule adherence is calculated for all channels, rather than being broken out by channel like productive adherence is. 

Now you can monitor how your agents are adhering to their full schedule, not just their productive events.