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  • 1.  Combining adherence and conformance to calculate productivity

    Posted 03-13-2023 12:03
    No replies, thread closed.

    We have a report that is capturing both adherence and conformance. We do understand that these two metrics mean different things and that each has it's own use case, however we were wondering if it is possible to combine them into a single metric that measures agent productivity. Is anyone aware of any industry best practices that utilize these two metrics in a formula that measures productivity? 


    #Reporting/Analytics

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    Sigli Mumuni
    Questrade Inc
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  • 2.  RE: Combining adherence and conformance to calculate productivity

    Posted 03-23-2023 08:50
    Edited by Tracy Vickers 03-23-2023 08:50
    No replies, thread closed.

    Hi Sigli,

    Totally understand why you may want to combine these indicators to simplify the analysis, a recommendation is to measure the two separately. 

    The reason is simple. ​ Adherence measures the punctuality of agents. It assesses compliance with the schedule throughout the day. In contrast, conformance refers to productive hours worked by the agent for an entire day. ​ An employee could be conforming without adhering. For example, an agent arrives 20 minutes late for work. This agent is not adhering to his or her schedule. However, the same agent also remains at work 20 minutes later than scheduled. The agent is therefore respecting the total number of hours planned.

    Don't forget also as you are a member of the WEM Community this would have been an ideal question to ask there :-)



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    Tracy
    Genesys
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