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Just ensure you don't confuse adherence benchmarks vs. compliance benchmarks...depending on which definition you use, compliance measures the "how well an agent follows their schedule". For example, if you agent is scheduled for a 10am-6pm shift, with 15minute breaks at noon and 4pm and a 1/2 lunch at 2pm, compliance would measure how close they were in login in/out at each respective expected login/out (ie: did they logout at 10am for their break then login at 10:15 when they were expected back?). Compliance expectations should vary with AHT...if your operation runs 10~15 minute AHTs a real tight compliance shouldn't be expected...if you're in the 1~2 minute range, then your should increase your expectation.
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