Make Agent Scorecard (and team performance) productive adherence weighted | Workforce Management

Make Agent Scorecard (and team performance) productive adherence weighted

Zachary Winans

Currently, if an agent calls in sick after working only the first 15 minutes of their shift with poor adherence during that time, it is treated equivalent to if they had worked an entire shift.

November 7, 2023

Existing Jay

Ideally, a week's adherence calculation would simply be the (Total Time In Adherence / Total Time In Adherence + Total Time In Productive Event) and not an average of individual days' adherence numbers. Like Zach said, the current calculation can greatly misrepresent an agent's adherence if that agent doesn't have the same amount of scheduled productive time each day.