Schedule Adherence in Qvasa: Three Ways to Measure It

Schedule adherence asks one question: while agents were scheduled to do something, were they doing it? Qvasa answers it three ways, each reading a different part of Zendesk:

Scheduled Adherence: an agent adheres while they're online on a Zendesk channel their schedule code expects. It counts only time online on a channel.
Productive Unified Status Schedule Adherence: while scheduled on a working code, an agent adheres when they're in a status marked Productive, such as Online or Wrap-up, on any channel.
Unified Status Schedule Adherence (per code): an agent adheres when they're in one of the statuses that code allows. Breaks adhere to On Break, lunch to Lunch, working codes to your working statuses, and so on.

This article explains what each one tells you, the widgets for it, and how it's calculated. The setup all three read is in Set Up Your Schedule Codes for Adherence.

Which one to use

Metric	Good for	Leaves out
Scheduled Adherence	Were agents reachable on the channels they were scheduled for? The closest match to queue coverage.	Breaks, lunch, training and anything else with no channel. Wrap-up and back-office time count as not adhering unless the agent stays online.
Productive Unified Status Schedule Adherence	Were agents working when they were scheduled to work, whatever the channel?	Every code outside a productive category: breaks, lunch, training, time off.
Unified Status Schedule Adherence	Did agents follow the whole schedule: on break at break time, at lunch at lunch time, working the rest?	Codes with no adhering statuses chosen, such as time off.

Side by side, they explain each other. An agent with low Scheduled Adherence but healthy Productive adherence is usually doing scheduled work that isn't online on a channel, such as wrap-up or back-office time. Productive adherence well above per-code adherence usually means breaks and lunches taken at the wrong time.

Before you start

You need schedules in Qvasa from your WFM tool, and the setup for the metric you want (Set Up Your Schedule Codes for Adherence).
The two unified status metrics need agent statuses from Zendesk. If they don't appear in the widget picker, contact us and we'll turn status tracking on for your account.
Changes to the setup apply to the past too. Adherence is worked out when a widget loads, so changing a code's channels, adhering statuses or category, a status's Productive flag or a collection recalculates earlier dates as well.

Add the widgets to a dashboard

Search the widget picker for "adherence". Each metric comes as:

A quick stat over the date range, with the change against the previous period.
A live quick stat: of the agents scheduled right now, the share who are adhering at this moment.
Rate over time: adherence by hour, day, week or month.
Rate by agent, as a donut or bar chart, as a column in the agents table, or as a section in an agent scorecard; and rate by agent over time, one line per agent.
Adhering time by agent (the two unified status metrics): how long each agent spent adhering, as a column for your own formulas.

Put the three rates side by side in the agents table to compare them for each agent. Add Total Scheduled Time and the adhering times to see the hours behind each rate.

Scheduled Adherence also has two donuts split by Zendesk channel, which work as columns in the Zendesk channels table too: Current Adherence by Channel (of the agents scheduled on each channel right now, the share who are online) and Adherence by Channel over the date range. Your Scheduling > Overview page shows the same numbers for the last 24 hours.

How it's calculated

All three rates over a date range work the same way: time adhering during scheduled blocks ÷ the scheduled time of those blocks. They differ in which blocks count and what counts as adhering:

Scheduled Adherence: blocks on codes with at least one channel under Expected online on. Adhering is time online on one of those channels. A block's online time never counts for more than the block, so the rate tops out at 100%.
Productive: blocks on codes in a productive category. Adhering is time in a status marked Productive.
Per code: blocks on codes with adhering statuses. Adhering is time in one of that code's statuses, or in a status of one of its collections.

And for all three:

Time with no status recorded counts as not adhering.
A block in progress counts only the time up to now.
Quick stats and by-agent widgets take every block that overlaps the date range. Charts over time put a block in the hour, day, week or month it starts in, by your account's time zone.
Blocks removed from the schedule don't count.
Live adherence counts agents rather than time: of the agents scheduled at this moment, the share adhering right now. Agents online without being scheduled don't count.

Troubleshooting

"No schedule codes have adhering statuses yet." Choose them in the Adhering statuses column on Scheduling > Activities.
"No unified statuses are marked as Productive." Mark your working statuses as Productive on Scheduling > Zendesk Agent Statuses.
"No schedule codes count as productive." Put your working codes in a productive category on Scheduling > Activities.
A code's time doesn't seem to count. For Scheduled Adherence, check it expects a channel; for per-code adherence, check it has adhering statuses; for Productive adherence, check its category is productive.
Today's rate looks unusually high or low. Blocks in progress count only their time so far, so the current day settles as the day goes on.
The unified status widgets aren't in the picker. Agent statuses aren't tracked for your account yet. Contact us.