Schedule conformance

The amount of agent time actually spent working as a proportion of their total time scheduled to work, regardless of their adherence.

• If an agent is scheduled to work for 100 minutes and they work for 95 minutes, their conformance is 95%, regardless of whether they complete the work in their scheduled time or not.

• Conformance measures an agent's alignment with their scheduled amount of work while adherence measures an agent's alignment with their schedule itself.