What is Schedule Adherence?
Schedule adherence is a workforce management metric that indicates how effectively an agent adheres their schedule. Real-time adherence shows what an agent is currently doing compared their schedule. Historical adherence reports typically compile a list of agent activities and compare the amount of time the activities adhered to the schedule and the time they were out of adherence. Adherence is important to measure because poor adherence can have negative impacts on SLAs and customer experience.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.Back to Glossary
