Question

How is schedule adherence calculated with the automated schedule?

Answer

Schedule adherence measures the percentage of time agents spend working according to their schedule. Agents meet adherence when they work on tickets that match the conditions defined in their assigned workstream.

Additionally, Zendesk Workforce Management (WFM) has automations for early or late shift start and end times. These run events help detect deviations from planned schedules and can initiate notifications or automated actions, which may influence adherence tracking.

Note: If you adjust your team's past schedule/activities or add a Time Off, the adherence may take up to one hour to display the updates throughout the platform.