schedule adherence


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schedule adherence

An 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.
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References in periodicals archive ?
The Department of Defense's routine Contractor Performance Assessment Report System (CPARS) allows military personnel to rate contracted companies like Crystal Group on several performance criteria including schedule adherence, cost performance, quality control, management responsiveness, professional conduct, and complexity of work.
Participating organizations are able to track improvements in balanced scores and specific KPIs such as attendance, quality, retention, schedule adherence, utilization and sales/collections, as well as the range of customer experience metrics.
Figure 1 shows that improved responsiveness, quality and schedule adherence as well as capacity utilization are where supply chain professionals are most likely to expect to drive value from the use of manufacturing metrics today.
For instance, through harmonization of the content work, the variation of the throughput time can be reduced, and the schedule adherence increased for downstream processes or the customer (Nyhuis & Wiendahl, 2009).
Enterprise workforce management solutions offer a unified way for these areas to forecast workload, schedule staff, provide intraday management to meet service-level goals, monitor schedule adherence and desktop activities, and manage performance.
Along with commercial fleet operators, urban transit agencies use the technology for a number of purposes, including monitoring schedule adherence of buses.
The study concluded that the overall situation of bus operations was quite satisfactory however there are minor weaknesses observed in certain areas such as Schedule Adherence Headway Regularity and Capacity.
This results in higher quality deliverables and better schedule adherence, benefitting both Eversendai and its customers."
As a consultant working with numerous clients in the medical device industry over the years, I have had the unique opportunity to observe the significant impact the lack of systems engineering has had on organizational effectiveness, development schedule adherence, product quality and--ultimately--product development costs.
The arrival of Air Namibia's new fleet of aircraft has seen the national carrier improve on its On-Time Performance also known as schedule adherence, the airline announced last week.