Metrics & KPIs

Schedule Adherence

/ schedule-adherence /

How closely human agents follow their planned schedules — being available when the forecast says they’re needed.

Why it matters

Adherence gaps at peak hours cascade into missed service levels. It’s a core lever of contact center performance management.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

Schedule Adherence

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