Three ways to enhance schedule adherence
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Real-Time Adherence Software for Contact Centers
Contact Center Schedule Adherence Software
Put your managers in control and better meet service levels with a live, second-by-second view of agent scheduling adherence.
What is Real-Time Adherence software?
Real-Time Adherence software continuously monitors agent activity and “state” data (active, on hold, idle, offline) against their scheduled activity, giving managers instant visibility into who’s on track and who’s not. Managers receive automated alerts as soon as schedules are in danger of being breached, enabling them to take proactive action to protect service levels. Agents also receive proactive reminders for breaks, lunches, and coaching to help them stay aligned.
Managers can quickly pinpoint why adherence issues occur, whether it’s extended breaks, system outages, or queue changes, and take corrective action in the moment. Historical views reveal patterns across individuals and teams, helping leaders address recurring issues and manage exceptions.
The challenge of real-time adherence in today’s contact center
Today’s contact centers are more complex—and harder to manage in real time:
- Hybrid workforce: Agents are spread across offices, multiple sites, and remote locations
- Omnichannel service: Agents handle voice, chat, email, and more—often simultaneously
- Fragmented systems: Work happens across platforms (ACD, CRM, chat, email), not just one source
Verint Workforce Management solutions capture activity across all locations and integrates with these systems to provide a real-time view of actual activity vs. scheduled.
Modern real-time adherence goes beyond tracking shift and break times. It monitors the specific activities and interactions agents handle—and compares them to plan. Because when agents work outside their assigned queues or channels, service levels are immediately at risk.
“Using Verint Workforce Management has allowed my agents to take ownership of their schedules. We have gone from 75 percent schedule adherence to 90 percent and above. We are answering more calls with less people.”
See how Real-Time Adherence Monitoring and WFM work
Explore real-time adherence and more workforce management features with our interactive demo.
Agent Self-Scheduling Tools
Provide employees with seamless self-scheduling options that streamline shift planning and bidding, and enable them to make in-shift changes, like moving a break or requesting a coaching one-on-one, without the need for manager approval, based on rules and parameters you establish.
Calabrio’s Workforce Intelligence Agent Assist takes this to the next level with a conversational interface.
Hyper-Flexible Scheduling
Empower employees to customize their schedules and make unlimited changes with Verint TimeFlex Bot. TimeFlex let’s agents see when the business is under and overstaffed, so they understand the impact of the changes they wish to make. This visibility helps them make changes that meet their needs, as well as those of the business.
Agent Self-Scheduling Tools
Provide employees with seamless self-scheduling options that streamline shift planning and bidding, and enable them to make in-shift changes, like moving a break or requesting a coaching one-on-one, without the need for manager approval, based on rules and parameters you establish.
Calabrio’s Workforce Intelligence Agent Assist takes this to the next level with a conversational interface.
Hyper-Flexible Scheduling
Empower employees to customize their schedules and make unlimited changes with Verint TimeFlex Bot. TimeFlex let’s agents see when the business is under and overstaffed, so they understand the impact of the changes they wish to make. This visibility helps them make changes that meet their needs, as well as those of the business.
Featured case studies
Featured solutions
Verint Workforce Management
Accurately forecast, plan for and schedule resources for enterprises that have deeper structural, governance, regional labor laws, diverse operational needs, and advanced employee flexibility.
Calabrio Workforce Management
Speed deployment of robust, AI-powered WFM capabilities designed for the inbound contact centers looking for ease of use and the ability to balance the needs of the organization and the employee experience.
Calabrio Workforce Intelligence
Next generation of Calabrio WFM, with embedded AI-powered capabilities and agent-first design for intraday optimization, schedule change automation, predictive insights, and more.
Verint Mobile Apps
Give employees access to their schedules and performance metrics 24/7 from anywhere with the MyVerint Mobile App and Calabrio MyTime App.
Verint TimeFlex Bot
Empower agents to make unlimited schedule changes while balancing the needs of the business and your customers.
Frequently asked questions
Schedule adherence in the contact center is the process of monitoring agent actual activity against their scheduled activity to identify any deviations in plan that might cause a risk to service levels. Schedules are created to align agents with customer demand. If agents deviates from their schedule, the center’s speed to answer and service levels could slip, causing customer frustration and increased call abandonment rates.
Real-time adherence software continuously monitors agent “state” data (active, on hold, idle, offline) against their scheduled activity, making tracking adherence easier so contact centers can better maintain service-level targets throughout the day. Managers receive automated alerts as soon as schedules are in danger of being breached, enabling them to take proactive action to protect the staffing plan and service goals.
Absolutely. Verint WFM real-time adherence solutions can capture and track agent activity regardless of location.
Workforce planners can spend hours carefully crafting staffing plans and optimizing schedules to meet your service goals at the lowest cost. A standard rule of thumb for contact center service levels is 80 percent of calls are answered within in 20 seconds. Any deviations from your plan could mean you don’t have the number of agents available to service customers during those intervals. This can reduce speed to answer and cause you to miss your service goals.
Real-time adherence can greatly reduce the number of instances agents are out of adherence, often by 15% to 30%.
Learn more about Contact Center Real-Time Adherence Monitoring
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