Schedule and adherence metrics – Assembled

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View metrics in Team performance: Admin or Manager role, or a custom role with Team performance set to Can view and export
View metrics on anyone’s scorecard: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards

Use these definitions to understand the schedule and time-tracking metrics in Assembled reports: how much team members were scheduled, how much they worked, and how closely they followed their schedules. These metrics come from your team’s schedules and from the agent states your contact platforms report. Which time counts as productive depends on your event types and agent state mappings; see Metric calculations.

Actual hours worked (total)

Number of hours the team member worked during the specified interval, regardless of their schedule. This includes both productive and non-productive actual time.

Calculation: sum(hours worked)

Notes:

Based on agent state data and your agent state mappings.
Used as the denominator for Actual utilization and related metrics.

Actual productive hours worked

Number of productive hours the team member worked during the specified interval, regardless of whether they followed their schedule.

Calculation: sum(productive hours worked)

Notes:

Only includes time in agent states mapped to productive events, and, if your company uses them, auxiliary productive events.
Used as the numerator for Conformance and as the denominator for Solved (per actual hour).

Actual productive hours worked (all channels)

Number of productive hours worked across all channels and platforms, including time in auxiliary productive events if your company uses them.

Calculation: sum(productive hours worked across all channels)

Notes:

Appears if your company uses auxiliary productive events.
Can differ from Actual productive hours worked, because it includes auxiliary productive time.

Hours in productive adherence

Total time the team member was in the correct productive state while scheduled for productive work during the specified interval.

Calculation: sum(hours in productive adherence)

Notes:

This is the hour-based companion to Productive adherence (percentage).
Requires agent state data and correct agent state mappings.

Productive adherence

Percentage of time a team member was in the correct productive state while scheduled for productive work.

Calculation: (hours in productive adherence during scheduled productive time ÷ scheduled productive hours) × 100

Notes:

Maximum value is 100%. If you see a higher value, see Productive adherence is over 100%.
Only evaluates periods when the team member is scheduled for events marked productive in event types.
Requires agent state data synced from your platforms and correct agent state mappings.
Agent state exclusions, such as for training, outages, or approved exceptions, remove those periods from adherence. See End of shift data exclusions.
If your company splits capacity across queues or channels, adherence time can be divided between them in proportion.

How this differs from schedule adherence: Productive adherence only considers scheduled productive events. Schedule adherence considers all scheduled events except time off (meetings, breaks, training, and so on).

How this differs from conformance: Adherence cares about doing the right thing at the right time. Conformance cares about working the right total amount of productive time, regardless of timing.

Productive adherence (all)

Same as Productive adherence, but across all channels, and including auxiliary productive events if your company uses them.

Calculation: (hours in productive adherence during scheduled productive time ÷ scheduled productive hours) × 100

Notes:

Appears if your company uses auxiliary productive events.
Before comparing it with Productive adherence, check whether auxiliary time is included in each.

Hours in schedule adherence

Total time the team member followed their full schedule (all scheduled events except time off) during the specified interval.

Calculation: sum(hours in schedule adherence)

Schedule adherence

Percentage of time a team member followed all scheduled events except time off.

Calculation: (hours in schedule adherence during scheduled events ÷ total scheduled hours) × 100

Notes:

Maximum value is 100%.
Time off event types are excluded from both numerator and denominator.
Includes adherence to non-productive scheduled events (breaks, meetings, training) as well as productive events.
Often lower than productive adherence because more scheduled activity is included.

Scheduled hours (total)

Time the team member was scheduled to work on any event during the specified interval.

Calculation: sum(all scheduled hours)

Notes:

Includes productive and non-productive scheduled events.
Metrics that divide by total scheduled hours, such as Schedule adherence and In-office shrinkage, exclude time off.

Keep in mind: Team performance and Schedule analysis calculate scheduled hours differently. Team performance merges overlapping scheduled events into one block of time, so two events covering the same window are counted once. Schedule analysis counts each scheduled event separately, so overlapping events, such as two duplicate lunch entries, are each counted and their hours added together. This is the most common reason scheduled hours differ between the two reports.

Scheduled hours (productive)

Time the team member was scheduled to work on productive events during the specified interval.

Calculation: sum(scheduled productive hours)

Notes:

Used as the denominator for Productive adherence and Conformance.
Shows only what was on the schedule, not whether the team member worked those hours.

Conformance

Percentage of actual productive hours worked compared to scheduled productive hours, regardless of whether the team member was in the correct state at each moment.

Calculation: (actual productive hours worked ÷ scheduled productive hours) × 100

Notes:

Can be greater than 100% if the team member worked more productive time than scheduled.
Can be less than 100% if they worked fewer productive hours than scheduled.
Timing does not matter: a team member can have high conformance but low adherence (or the reverse).
Useful for flexible teams where total productive hours matter more than minute-by-minute schedule match.
When you filter by channel or queue, conformance is calculated in that filter context (actual productive time compared with scheduled productive time for that scope).

How this differs from productive adherence: Adherence requires matching scheduled productive events with the correct agent states in real time. Conformance only compares total productive hours worked to total productive hours scheduled.

Conformance (strict)

Percentage of all actual hours worked (productive and non-productive) compared to all scheduled hours (productive and non-productive, excluding time off).

Calculation: (actual productive and non-productive hours worked ÷ scheduled productive and non-productive hours) × 100

Notes:

Can exceed 100% for the same reasons as Conformance.
Includes non-productive scheduled and actual time (for example breaks and meetings), not only customer-facing productive time.
Not every company sees this metric. To turn it on, contact our team.

Out of adherence duration

How long a team member has been out of adherence for their currently scheduled productive event, in Real-time agent analysis.

Calculation: duration of current out-of-adherence period

Notes:

Shown in real-time views, not as a historical total in reports.
You can set thresholds on it to highlight team members who stay out of adherence too long.

Troubleshooting

Productive adherence is over 100%

On the Agent scorecard or in Team performance, Productive adherence can show a value above 100% for a team member, or a weekly total that looks too high next to a day showing No data available. Productive adherence should always be between 0% and 100%, so a higher value means the numbers for that period aren’t reliable.

Cause	How to tell	What to do
The team member’s schedule changed after the time was worked	Events, especially time off or meetings, were added or changed over productive events after the day had started. See Did the team member’s schedule change after the time was worked?	Important: Don’t use a productive adherence value over 100% for reporting or performance decisions. Until it’s corrected, use the team member’s Activity timeline for that day to see when they were in and out of adherence.

If it still doesn’t look right, chat with our team and include the team member’s name, the date range, a screenshot of the productive adherence value, any schedule changes made for that person in that period, and what you’ve already tried.

Did the team member’s schedule change after the time was worked?

A value over 100% usually means the team member’s schedule changed after the time was worked. For example, a meeting or time off was added over part of a shift that was scheduled as productive. Assembled removes that time from the scheduled productive hours, but the adherence time already recorded for the shift can remain, so the hours in adherence end up larger than the scheduled productive hours. The same cause can make one day show No data available while the week’s total is inflated.

To check whether this applies:

Go to Report > Agent scorecard and choose the team member and the date range with the high value.
Find the day where Productive adherence is over 100%, or shows No data available.
Open the team member’s schedule for that day on the Staffing timeline, and check whether events were added or changed after the day had started, especially time off or meetings placed over productive events. Scheduling history shows who changed what and when.

If the schedule was changed after the time was worked, that change is the likely cause.