About ready-time adherence
Ready-time adherence indicates how well agents have adhered to their schedule. It compares the agent's total scheduled ready time to the total actual ready time for each interval. The calculation can consider the scheduled not-ready time, depending on the selected ready-time adherence calculation.
NOTE The ready-time adherence percentage is calculated on interval level and will not completely match the more detailed historical adherence shown in the Adherence tool and the Adherence per agent report. See About historical adherence for more information.
There are three methods to calculate ready-time adherence, described below. In the reports that include ready-time adherence, you can select which method to use. The adherence calculation method selected in Options > System settings is used in MyReport in MyTime and for badge calculation.
Ready time vs. scheduled ready time
When this calculation is selected, the ready-time adherence is only affected if the agents are not ready when they are scheduled to be ready. If an agent is ready when they are scheduled on a break, the ready-time adherence is not affected.
Adherence = (Scheduled ready-time - Deviation) ÷ Scheduled ready-time
Ready time vs. scheduled time (incl. time before and after shift start)
When this calculation is selected, the ready-time adherence is affected if the agents are not ready when they are scheduled to be ready. It is also affected if they are ready when they are scheduled to do something else, or if they are ready before or after their shift. By default, two hours before and after the scheduled shift are included.
Adherence = (Schedule time - Deviation) ÷ Scheduled time
Ready time vs. scheduled contract time
When this calculation is selected, the ready-time adherence is affected if the agents are not ready when they are scheduled to be ready. It is also affected when they are ready when they are scheduled to do something else. Only contract time is considered. That means lunch is usually excluded and overtime is always excluded.
Adherence = (Scheduled contract time - Deviation) ÷ Scheduled contract time
The ready-time adherence calculation is based on the number of minutes that the agent has deviated from their schedule. The deviation is shown per agent and interval in the ready-time adherence reports.
If the actual ready time is less or equal to the scheduled ready time, the deviation is the actual difference between scheduled ready time and actual ready time.
Deviation = Scheduled ready time - Ready time
If an agent over-performs and has more minutes of actual ready time than scheduled ready time, the calculated deviation is not the actual deviation. It is only used to calculate a correct adherence percentage. The formula used in these cases is:
Deviation = (Ready time - Scheduled ready time) × (Scheduled ready time ÷ Ready time)