Free Tool · 1 free use per week
Adherence Calculator
Calculate raw adherence, adjusted adherence, and out-of-adherence minutes. Benchmark: 92–95%.
Last verified: March 2026
Adherence measures whether agents follow their published schedule. Raw adherence is in-adherence time divided by scheduled time. Adjusted adherence subtracts excused exceptions (system outages, approved meetings). Both matter — raw shows discipline, adjusted shows controllable adherence. The industry target is 92–95%.
Total scheduled time
Time following schedule
Approved exceptions
Adherence Benchmarks
95%+
ExcellentTight adherence culture. Typically Verint or NICE RTA shops.92–95%
TargetIndustry standard for well-managed centres.88–92%
Below AverageInvestigate — often driven by late logins and extended breaks.Below 88%
CriticalSignificant scheduling waste. RTA process review needed.Frequently Asked Questions
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