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What is scheduleadherence? To put it succinctly, scheduleadherence is a metric that calculates whether agents are actually available during their scheduled times. Low adherence can be costly to your bottom line. Agentburnout. How to Improve Call Center Agent Productivity.
However, this is a little contentious, as the planning team impacts utilization rates much more agents. After all, it is not the agent who designs their schedule. Calculate scheduleadherence with this simple equation: To highlight how this formula works, consider the following four-hour (240 minutes) shift.
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