Glossary
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Glossary Adherence To Schedule
Adherence to Schedule
Refers to how well agents stick to their schedules. Measurements include availability to take calls during any given shift, handling calls, and waiting for calls (availability). Adherance is determined by comparing when an agent is scheduled to work with how much actual time they work.
AnswerConnect is devoted to keeping Adherence to Schedule metrics at optimum levels to ensure the highest level of service.