A work schedule, no matter how well constructed, is only as good as the adherence to the schedule… So, how do we measure schedule adherence? Schedule Adherence equals the hours that an analyst is actually available for or delivering customer service – that is logged into the ACD or ITSM system ready to accept customer inquiries - divided by the hours that an analyst is scheduled to be available to accept customer contacts. As an example, let’s assume that Jerry is scheduled to work the chat line from 8:00 AM to 11:30 AM and from 12:30 PM until 4:30 PM. Jerry was scheduled to work 3.5 hours in the morning, and 4.0 hours in the afternoon. However, Jerry worked only 3 hours in the morning and 3.5 hours in the afternoon. The calculated schedule adherence for Jerry on this particular day is therefore 86.7% (6.5 hours worked divided by 7.5 hours scheduled). The power of schedule adherence is underrated by many service desks. As a result, only about 40% of service desks actively track this metric. However, good schedule adherence can dramatically improve service levels and reduce cost per ticket! Learn more in the HDI Metric of the Month!
