Productive adherence measures how closely an agent's actual work matches their scheduled productive time. It should never go above 100%. If you see a value over that on an agent's scorecard, here's what usually causes it and what to do about it.
How does shrinkage affect my agents' adherence numbers?
Shrinkage and adherence measure different things. Shrinkage is used during planning to account for time agents are unavailable for breaks, meetings, training, and other planned time off, so you can staff enough agents to cover it.
Adherence measures how closely an agent sticks to their own schedule once it's set: (actual minutes worked in the scheduled state ÷ total scheduled minutes) × 100.
Applying a shrinkage rate when you build your schedule doesn't change how an individual agent's adherence is calculated. Agents are still expected to adhere to whatever schedule they're given, and adherence is tracked against that schedule, not against your shrinkage assumptions.
Why might productive adherence show more than 100%?
Productive adherence should always fall between 0% and 100%. A value above 100% usually means the report is counting more productive time than was actually scheduled for that period, most often because a schedule change happened after the original productive time was recorded.
For example, if a non-productive event, such as an on-call escalation, meeting, or time off, is added over a shift that was originally scheduled as productive, Assembled correctly removes the productive scheduled time for that new event. But the adherence total generated by the original shift isn't always cleared out. Since the previously counted adherence seconds remain without a matching scheduled productive total, the reported percentage can climb above 100%.
Note: A day showing "No data available" alongside an inflated weekly total is a sign of the same issue. The daily percentage can't be calculated because there's no scheduled productive time to divide by, but the leftover seconds still get counted toward the week.
How do I confirm this is happening on my team?
- Open the affected agent's scorecard and look for a week where productive adherence is above 100%, or a specific day that shows "No data available" instead of a percentage.
- Compare the day in question against the agent's Live Activity Timeline to see what was actually scheduled and worked.
- Check whether a non-productive event, such as an on-call escalation or a meeting, was added over previously scheduled productive time in the days leading up to the discrepancy.
What should I do if I see this?
Important: Don't use a productive adherence value above 100% for reporting or performance decisions. Reach out to support so we can investigate and correct it.
Contact us with the following so we can investigate quickly:
- The affected agent's name or email
- The date range where the value appears
- A screenshot of the report showing the metric above 100%
- Whether any schedule or event changes were made for that agent in the past 1–4 weeks
Questions? Contact support@assembled.com and we'll be glad to help.
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