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  1. Assembled
  2. Monitor and report
  3. Team and individual performance

Schedule adherence metric

Updated

Plans and permissions:

  • Turn on the Schedule adherence metric: Admin role
  • To turn on the Schedule adherence metric, a custom role needs the Admin base role.

Use the Schedule adherence metric to check that team members take their breaks, lunches, and meetings at their scheduled times, as well as their productive work. By default, Assembled measures adherence only for productive events. Schedule adherence measures it for every scheduled event except time off.

To turn it on, go to Configure > Agent states and select the Data handling tab.

Turn on the Schedule adherence metric

This turns on the metric for everyone in your company.

  1. Check that your integration reports agent states outside productive work, such as when people clock in and out or go on break. These integrations support it:

    Other integrations may also work. If you’re not sure about yours, contact our team.

  2. On the Mappings tab of Configure > Agent states, map agent states to your non-productive events, such as breaks and meetings. The metric needs these mappings; see Agent state mappings.

  3. Select the Data handling tab.

  4. In the Clock-in/clock-out metrics card, set Schedule adherence metric to On.

  5. Select Save.

To turn it off, set Schedule adherence metric to Off and select Save.

Use schedule adherence in reports

Once it’s on, Schedule adherence is available to choose in Team performance and on the Agent scorecard. The Activity timeline also gets a Schedule adherence row, and Real-time agent analysis measures adherence for every scheduled event except time off.

The Select metrics to display window with Schedule adherence checked under Schedule

Report table showing a Schedule adherence column for each team member

If productive adherence shows more than 100%, see Productive adherence is over 100%.

How schedule adherence is calculated

Schedule adherence = hours in adherence during scheduled events ÷ total scheduled hours.

  • It includes every scheduled event that has an agent state mapped to it, productive or not. Time off isn’t included.
  • Productive adherence uses the same comparison, but only for productive events.
  • Schedule adherence is calculated across all channels together. Productive adherence is broken out by channel.

For example: a team member is scheduled for 7 hours of Chat, a 30-minute meeting, and a 30-minute break, and spends 6.5 hours of Chat, the meeting, and 15 minutes of the break in adherence. Schedule adherence is 7.25 ÷ 8 = 91%. Productive adherence only looks at the Chat time: 6.5 ÷ 7 = 93%.

For both metrics, see Schedule and adherence metrics.

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