Adherence

A plan is only as good as its execution. Adherence shows whether the people scheduled to handle contacts are actually doing so right now, or whether they are in a training session, an early break or a callback that ran long.

#How it is measured

The basic formula is simple: time spent in the scheduled state divided by scheduled time. It is measured per interval, per person or per team, against the states on the agent desktop: available, on a contact, wrap-up, break.

An example: an agent is scheduled for contacts from 9 to 12, but her break starts 15 minutes early. For that block her adherence is about 92 per cent.

#Adherence and conformance

Two metrics are often confused. Conformance only asks whether people worked as long as planned in total. Adherence asks whether they did so at the planned time.

For the service level, timing is what counts. If three people are missing at 10 o'clock, it does not help much that they stay longer at 3.

Service EN· active

Queues

Voice3 waiting

Chat5 waiting

Email2 waiting

Messaging1 waiting

Conversation

AI agent, disclosedHandover from AI agent · context complete

I received the decision letter, but the amount does not match my application.

I have the case in front of me. One moment, I am checking the calculation.

Sentiment: calmVoice

Context

Case

2026-0412

History

3 · 14 d

Univerx Assist

Suggested reply

The letter deviates from the application. I will propose a correction and send you the confirmation by message.

InsertAccept

Summary

Request: deviation in the letter. Documents on file. Next step: correction, confirmation by message.

#What the number is good for

Team leads see in real time where plan and reality drift apart and can respond: move a training session, borrow help from another team. Planners spot recurring patterns, such as break blocks that never quite fit.

#What it is not good for

Deviations almost always have reasons: a difficult conversation, a system fault, an urgent question from a colleague. Using adherence as a personal performance grade mostly measures how well the plan fits reality.

#Adherence in Univerx

Scheduling in Univerx Workforce shows adherence and occupancy live, so deviations surface early. Role permissions decide who sees which view. To prepare the conversation with your works council, read Talking to the works council about analytics.