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Definition: schedule adherence

An automated or manual process of ensuring that the number of agents available to handle calls in a call center "adheres" to the projected schedule of agents needed. In most cases, the sequence is (1) An ACD reports the call history. (2) Workforce management software (WFM) analyzes the data and predicts the number of calls for some period. (3) The WFM creates a schedule of agents to fit that projected volume. (4) During or after the time period scheduled, the WFM reports whether you are in or out of adherence (too many agents and not enough calls; too many calls and not enough agents). The calculation of adherence can then be used to refine future projections. See ACD.