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Calculate raw adherence, adjusted adherence, and out-of-adherence minutes. Benchmark: 92–95%.
Last verified: March 2026
Adherence measures whether agents follow their published schedule. Raw adherence is in-adherence time divided by scheduled time. Adjusted adherence subtracts excused exceptions (system outages, approved meetings). Both matter — raw shows discipline, adjusted shows controllable adherence. The industry target is 92–95%.
Total scheduled time
Time following schedule
Approved exceptions
Adjusted Adherence94.6% — Target
CriticalBelow TargetTargetExcellent
Industry Context
WFM Target92-95%
Grace Period Norm±3min
Adjust OutExcused
World Class95%+
FORMULA
Raw = 440 ÷ 480 = 91.7%
Adjusted = 440 ÷ (480 − 15) = 94.6%
OOA = 480 − 440 = 40 minutes
Adjusted = 440 ÷ (480 − 15) = 94.6%
OOA = 480 − 440 = 40 minutes
Key:Adherence at 91.7% is below the 92% minimum. 40 minutes OOA per agent per day compounds fast — across 100 agents, that's 67 hours of lost productivity daily. Tighten RTA exception management.
Adherence Benchmarks
95%+
ExcellentTight adherence culture. Typically Verint or NICE RTA shops.92–95%
TargetIndustry standard for well-managed centres.88–92%
Below AverageInvestigate — often driven by late logins and extended breaks.Below 88%
CriticalSignificant scheduling waste. RTA process review needed.