Schedule adherence metrics in Amazon Connect
The following Scheduling metrics are available on the Real-time and Historical metrics reports. Use these metrics to track when agents are following the schedule that you have created. For instructions about how add these metrics to your report, see How to create a historical metrics report.
These metrics are available in AWS Regions only where Forecasting, capacity planning, and scheduling is available.
Adherence
The percentage of time that an agent correctly follows their schedule. This is measured by tracking if an agent is in an Available agent status when they should be in productive state. This percentage is calculated as follows:
Adherence % = ((Total Adherent Minutes)/ Total Scheduled Adherence Minutes)
An agent is considered adherent if the agent is in an Available status, when the shift activity is Productive, or if the agent is in Non-Productive status (for example, a custom status), when the shift activity is Non-Productive. Otherwise the agent is considered non-adherent. This means that if a shift activity is named Lunch but marked as productive, the agent is considered adherent if they are in the Available agent status.
In the GetMetricDataV2 API, this metric can be retrieved by using
AGENT_SCHEDULE_ADHERENCE.
Type: String
Min value: 0.00%
Max value: 100.00%
Category: Agent activity driven metric
Note
Any time you change the schedule, Schedule Adherence is re-calculated up to 30 days in the past from the current date (not the date of the schedule), if schedules are changed.
Adherent time
The total time an agent was in an Available status when their shift activity is productive or was is in non-productive status when the shift activity is non-productive.
In the GetMetricDataV2 API, this metric can be retrieved by using
AGENT_ADHERENT_TIME.
Type: String
Category: Agent activity driven metric
Non-adherent time
Total time an agent was not in an Available status when their shift activity is productive or not in a non-productive status when their shift activity is non-productive.
In the GetMetricDataV2 API, this metric can be retrieved by using
AGENT_NON_ADHERENT_TIME.
-
Type: String (hh:mm:ss)
-
Category: Agent activity driven metric
Scheduled time
Total time an agent was scheduled (either for productive or non-productive
time) and Adherence for those shifts was set to
Yes.
In the GetMetricDataV2 API, this metric can be retrieved by using
AGENT_SCHEDULED_TIME.
-
Type: String ((hh:mm:ss)
-
Category: Agent activity driven metric
