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Reference

Schedule adherence

The share of scheduled time agents spend doing what the schedule says, at the times it says.

Also called: adherence.

Why it matters

A schedule built to meet service only works if agents are on the queue when it puts them there. Small losses at busy times cost more than they look.

How it is calculated

Agents on the queue
Agents scheduled × adherence, roundedAdherence taken as the share of scheduled agents available at any moment.As published in the Schedule Adherence Impact Calculator method, version 1.1.
Agents to schedule for the target
The fewest agents on the queue that meet the target ÷ adherence, rounded upAny agents beyond the roster are the gap.As published in the Schedule Adherence Impact Calculator method, version 1.1.

Before you compare

  • Adherence measures timing; conformance measures total time worked against total time scheduled. They are different measures.
  • Low adherence often comes from the schedule itself (meetings at peak, no slack for long calls) more than from agents.

Published figures

What publishers report for this measure. Each counts something slightly different, so read the definition before you compare; nothing here is averaged across publishers.

Schedule adherencePractice range

Targets from practice. No public survey reports the adherence centers achieve.

  • 85% to 95%Generally considered acceptableCall Centre Helper, updated 22 Jul 2026. What Is Adherence?
  • 85% to 95%High-performing centers target, from a workforce software vendorComplex interactions 85% to 90%.Verint, 1 Jan 2021. What Is Schedule Adherence and Why Is It Important in the Call Center?
  • 80%What most centers strive forTechTarget, 14 Jun 2024. Call center schedule adherence (definition).

Measure yours