Agent Performance

Schedule Adherence

Schedule Adherence is the percentage of scheduled time an agent spent doing the activity they were scheduled to do. In Zendesk Workforce Management it is calculated from agent status mapped to workstreams and general tasks.

Why Schedule Adherence Matters

Adherence explains coverage gaps that headcount alone cannot. A fully staffed shift can still miss service levels if agents are logged into the wrong workstream during the busiest interval.

How to Calculate

(Time in adherence / Total scheduled time) × 100

In TicketBoard

TicketBoard helps you track schedule adherence and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

Shrinkage Agent Utilization Agent Occupancy Forecast Accuracy
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