How Calculate Punctuality and Attendance Report

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How Calculate Punctuality and Attendance Report

I want to know how do l calculate attendance and punctuality for my call centre agents on a daily basis. This will allow me to monitor those log in late vs those log in on time.

Question asked by Doyle

Schedule Adherence

This article will show you how to calculate it. It is called Schedule Adherence How do I Calculate… Schedule Adherence?

With thanks to Jonty

There is Also A Schedule Adherence Tool That Would Be of Use.

https://www.callcentrehelper.com/resource.php?id=980

With thanks to Jonty

It Depends On the Te…

It depends on the telephony platform you use.

I’ve worked with dozens over the years, some were really poor and didn’t provide much detail in the reports but some have been great.

I would suggest you don’t go with just “login” time, more “available from” its easy for agents to walk in the door 1minute before they start, login then sit on not ready/unavailable for a longer period.

With thanks to Michael

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

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