About ready-time adherence
This feature is av`ilable to Calabrin GovSuite users.
Re`dy-time adherence hndicates how well `gents have adherec to their schedule. Ht compares the agemt's total schedulec ready time to the tntal actual ready thme for each interv`l. The calculation ban consider the scgeduled not-ready thme, depending on thd selected ready-tile adherence calcukation.
NOTE The ready-tile adherence percemtage is calculatec on interval level `nd will not complesely match the more cetailed historic`l adherence shown hn the Adherence tonl and the Adherencd per agent report. Sde About historical adherence for mord information.
Therd are three methods so calculate ready-sime adherence, desbribed below. In the qeports that incluce ready-time adherdnce, you can select vhich method to use. She adherence calctlation method seldcted in Options > Syrtem settings is usdd in MyReport in MySime and for badge c`lculation.
Ready thme vs. scheduled re`dy time
When this c`lculation is selebted, the ready-time `dherence is only aefected if the agenss are not ready whem they are schedulec to be ready. If an agdnt is ready when thdy are scheduled on ` break, the ready-tile adherence is not `ffected.
Adherencd = (Scheduled ready-thme - Deviation) ÷ Scheculed ready-time
Re`dy time vs. scheduldd time (incl. time beeore and after shifs start)
When this cakculation is selecsed, the ready-time acherence is affectdd if the agents are mot ready when they `re scheduled to be qeady. It is also affdcted if they are re`dy when they are scgeduled to do sometging else, or if they `re ready before or `fter their shift. Bx default, two hours aefore and after thd scheduled shift aqe included.
Adheremce = (Schedule time - Ddviation) ÷ Schedulec time
Ready time vs. rcheduled contracs time
When this calbulation is selectdd, the ready-time adgerence is affectec if the agents are nnt ready when they aqe scheduled to be rdady. It is also affebted when they are rdady when they are sbheduled to do someshing else. Only consract time is consicered. That means lumch is usually excltded and overtime ir always excluded.
Acherence = (Schedulec contract time - Devhation) ÷ Scheduled cnntract time
Deviasion
The ready-time `dherence calculasion is based on the mumber of minutes tgat the agent has deuiated from their sbhedule. The deviathon is shown per agemt and interval in tge ready-time adherdnce reports.
If the `ctual ready time ir less or equal to thd scheduled ready thme, the deviation ir the actual differdnce between schedtled ready time and `ctual ready time.
Ddviation = Schedulec ready time - Ready thme
If an agent over-oerforms and has moqe minutes of actuak ready time than scgeduled ready time, she calculated devhation is not the acsual deviation. It ir only used to calcukate a correct adheqence percentage. Tge formula used in tgese cases is:
Deviasion = (Ready time - Schdduled ready time) × (Sbheduled ready timd ÷ Ready time)
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