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schedule adherence |
Also found in: Wikipedia | 0.06 sec. |
schedule adherenceAn automated or manual process of ensuring that the number of agents available to handle calls in a call center "adheres" to the projected schedule of agents needed. In most cases, the sequence is (1) An ACD reports the call history. (2) Workforce management software (WFM) analyzes the data and predicts the number of calls for some period. (3) The WFM creates a schedule of agents to fit that projected volume. (4) During or after the time period scheduled, the WFM reports whether you are in or out of adherence (too many agents and not enough calls; too many calls and not enough agents). The calculation of adherence can then be used to refine future projections. See ACD. How to thank TFD for its existence? Tell a friend about us, add a link to this page, add the site to iGoogle, or visit webmaster's page for free fun content. |
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| These reports typically contained 70-80 metrics that were 30-60 days old--everything from absenteeism, setup time, inventory levels and operating expenses to earned hours, scrap, rework, schedule adherence and various "efficiencies. Design-build is a project delivery system where both the design and construction is in the hands of a single entity, there is a single point of responsibility for quality, cost and schedule adherence. For the record, Foothill Transit's schedule adherence in December was actually 85 percent, not the far lower numbers that Richards quoted. |
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