Examples of Agent Adherence calculations in Amazon Connect - Amazon Connect
Example 1Example 2Example: Adherence with thresholds

Examples of Agent Adherence calculations in Amazon Connect

This topic shows two examples that illustrate how Agent Adherent and Non-Adherent Time are calculated in Amazon Connect. It also includes a third example that shows adherence with thresholds.

Example 1

The schedule: Agent A is scheduled to work from 8:00 to 11:00.

What the agent does: Agent A begins working at 7:30 and then takes a break from 10:30 to 11:00.

Their adherence:

  • From 7:30 to 8:00 Agent A is neither adherent or non-adherent since there is no schedule.

  • From 8:00 to 10:30 Agent A is adherent and from 10:30 to 11:00 they are non-adherent because:

    • Their status was "Break" when it should have been "Available" because they were scheduled for "Work" and the "Work" activity is mapped to only the "Available" status.

This means that Agent A's Adherence was 83%. Adherence was calculated as follows:

  • (Total Adherent Time was 150 minutes/Total Scheduled Time 180 minutes)

Example 2

The schedule: Agent B is scheduled to work from 9:00 to 10:30. They are scheduled to go on "Break" from 10:30 to 11:00, and then go to a team meeting from 11:00 to 12:00.

What the agent does: Agent B begins working at 9:00 and ends up working until 10:45. Then they set their status as "Break" at 10:45 and forget to switch it to "Team Meeting" at 11. They leave their status as "Break" from 10:45 to 12:00.

Their adherence:

  • From 9:00 to 10:30 Agent B was adherent but from 10:30 to 10:45 they were non-adherent because:

    • They were scheduled for "Break," which was mapped to the "Break" status, but their actual status was "Available."

  • They were also non-adherent from 11:00 to 12:00 because:

    • They were scheduled for the team meeting activity which maps to the "Team Meeting" status, but their actual status was "Break."

This means that Agent B's adherence was 58%. Adherence was calculated as follows:

  • (Total Adherent Time: 105 Minutes / Total Scheduled Time: 180 Minutes)

Example: Adherence with thresholds

The schedule: Agent C is scheduled for a break at 10:00 AM

Configured threshold: 5 minutes early/late allowed for break activity

What the agent does:

  • Starts break at 10:03 AM (3 minutes late).

  • Returns from break at scheduled time.

Their adherence:

  • Agent remains adherent because starting break 3 minutes late falls within the configured 5-minute threshold.

  • The "Using thresholds" status would be displayed during this period.