I need a formula on calculating agent conformance to schedules.

[cscherer]

I am looking for a standard formula for calculating agent schedule conformance (not adherence). I am looking to measure and/or monitor agents ability to follow their schedules in terms of starting/stoping their shift and taking breaks/lunches at their assigned times. Does anyone have a formula/calculation that they are using?

[ORV12345]

At Comed we calculate conformance:

(Actual Open time (in seconds, minutes or hours))/(Scheduled Open time + Scheduled Overtime Open Time)

For example:

Susie Q Rep is scheduled for 8 hours of open time and 1 hour of overtime. Susie's actual open time is 8.5 hours.

Using this is example, her conformance is calculated:

(8.5)/(8+1) = 94.4%

Feel free to call me if you have any questions

[healani]

I believe what you are looking for is what we call schedule compliance. The terminology comes from eWFM which is the scheduling tool we use. The equation is as follows:

(compliance time/scheduled time)*100 = compliance percent

compliance time = time agent is logged in when they are supposed to be
scheduled time = time agent is scheduled to be on the phone

As far as how to figure out your compliance time, well that depends on your ACD and how it collects information and how you are able to stratify it.

Hope this helps...

[JerichoIlagan]

At my center, we call it Agent Productivity Rating.

((actual time on phone)+(exempted time off the phones)) / ((shift hours)-(breaks))

Hope this helps.