--- title: The Importance of Schedule Adherence for Agents in Contact Centers description: Discover the importance of schedule adherence for agents in the contact center and how tracking and sharing adherence information can improve productivity. image: https://blog.communitywfm.com/hubfs/customer-contact-center-office.jpg --- [![cwfm-lightbg-horiz-white-bg](https://blog.communitywfm.com/hs-fs/hubfs/cwfm-lightbg-horiz-white-bg.jpg?width=250&height=50&name=cwfm-lightbg-horiz-white-bg.jpg "cwfm-lightbg-horiz-white-bg")](https://www.communitywfm.com/) - [Products](https://www.communitywfm.com/solution) - [Enterprise](https://www.communitywfm.com/solution-enterprise) - [Essentials](https://www.communitywfm.com/solution-essentials) - [Tour](https://www.communitywfm.com/tour-overview) - [Services](https://www.communitywfm.com/services) - [Onboarding](https://www.communitywfm.com/steps-to-success) - [Customer Success](https://www.communitywfm.com/wfm-customer-success) - [Cloud Hosting](https://www.communitywfm.com/cloud-hosting) - [Managed Services](https://www.communitywfm.com/managed-services) - [Custom Integrations](https://www.communitywfm.com/custom-integrations) - [Blog](https://blog.communitywfm.com) - [Resources](https://www.communitywfm.com/resources-content-library) - [News](https://blog.communitywfm.com/news) - [Case Studies](https://www.communitywfm.com/case-studies) - [Content Library](https://www.communitywfm.com/resources-content-library) - [ROI Calculator](https://www.communitywfm.com/wfm-roi-calculator) - [Self Assessment](https://www.communitywfm.com/workforce-management-software-self-assessment-tool) - [Partners](https://www.communitywfm.com/technology-partners) - [Company](https://www.communitywfm.com/about-us) - [About Us](https://www.communitywfm.com/about-us) - [Compliance](https://www.communitywfm.com/security-compliance) - [Careers](https://www.communitywfm.com/careers) - [Events](https://www.communitywfm.com/industry-events) - [Contact](https://www.communitywfm.com/contact) - [![Get Started](https://no-cache.hubspot.com/cta/default/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f) [![https://www.communitywfm.com/](https://blog.communitywfm.com/hubfs/CommunityWFM_March2020/images/logo-scrolled.svg "https://www.communitywfm.com/")](https://www.communitywfm.com/) [![Request a Demo](https://no-cache.hubspot.com/cta/default/7197233/f9a49dcb-2777-45b8-b812-779b804fc84f.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/f9a49dcb-2777-45b8-b812-779b804fc84f) - Products - [Overview](https://www.communitywfm.com/solution) - [Enterprise](https://www.communitywfm.com/solution-enterprise) - [Essentials](https://www.communitywfm.com/solution-essentials) - [Tour](https://www.communitywfm.com/tour-overview) - Services - [Overview](https://www.communitywfm.com/services) - [Onboarding](https://www.communitywfm.com/steps-to-success) - [Customer Success](https://www.communitywfm.com/wfm-customer-success) - [Cloud Hosting](https://www.communitywfm.com/cloud-hosting) - [Managed Services](https://www.communitywfm.com/managed-services) - [Custom Integrations](https://www.communitywfm.com/custom-integrations) - [Blog](https://blog.communitywfm.com) - Resources - [News](https://blog.communitywfm.com/news) - [Case Studies](https://www.communitywfm.com/case-studies) - [Content Library](https://www.communitywfm.com/resources-content-library) - [ROI Calculator](https://www.communitywfm.com/wfm-roi-calculator) - [Self Assessment](https://www.communitywfm.com/workforce-management-software-self-assessment-tool) - [Email Newsletter](https://www.communitywfm.com/workforce-management-newsletter) - Information - [Partner List](https://www.communitywfm.com/technology-partners) - [Partner Portal](https://www.communitywfm.com/partner-portal-access) - Company - [About Us](https://www.communitywfm.com/about-us) - [Compliance](https://www.communitywfm.com/security-compliance) - [Careers](https://www.communitywfm.com/careers) - [Events](https://www.communitywfm.com/industry-events) - [Contact](https://www.communitywfm.com/contact) - Site Language - [French](https://www.communitywfm.com/fr-ca/) - [Portuguese](https://www.communitywfm.com/pt-br/) - [Spanish](https://www.communitywfm.com/es-mx/) - [![Get Started](https://no-cache.hubspot.com/cta/default/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f) ![wfm-modern-remote-chat](https://blog.communitywfm.com/hs-fs/hubfs/wfm-modern-remote-chat.jpeg?width=1920&name=wfm-modern-remote-chat.jpeg "wfm-modern-remote-chat") # CommunityWFM Blog #### Looking for a modern approach to workforce management? [![LEARN MORE  ](https://no-cache.hubspot.com/cta/default/7197233/0d6088b9-28c4-46d9-a533-6f974cee348b.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/0d6088b9-28c4-46d9-a533-6f974cee348b) ## Recent Posts - Filter By Topic ** [← ← Return to blog main page](https://blog.communitywfm.com/) [Workforce Management](https://blog.communitywfm.com/topic/workforce-management) # The Importance of Schedule Adherence for Agents in Contact Centers ![The Importance of Schedule Adherence for Agents in Contact Centers](https://blog.communitywfm.com/hubfs/customer-contact-center-office.jpg) ## Share [mailto:?body=https://blog.communitywfm.com/why-agent-adherence-contact-center](mailto:?body=https://blog.communitywfm.com/why-agent-adherence-contact-center) ![CommunityWFM Team](https://blog.communitywfm.com/hubfs/communitywfm-c-logo-only.png) Written By [CommunityWFM Team](https://blog.communitywfm.com/author/communitywfm-team) On Jun, 4 2025 3 minute read A contact center can be a complex and dynamic work environment. That’s why tracking the workday of each agent through a WFM software solution, also known as schedule adherence, continues to increase in popularity. Here are a few reasons why schedule adherence is important in the contact center and why a WFM analyst relies on adherence metrics to improve staffing and planning. ### Adherence information can explain contact center trends Place yourself in the role of a WFM analyst for a moment. You come back from lunch and the volume of pending customer chats has increased substantially. Why? Take a moment and look at the adherence information. You see that one chat agent is late returning from their break and another chat agent got pulled into a meeting. Because of this, it’s pretty clear that customer chat volume didn’t actually spike. Instead, the agents working chat were out of [schedule adherence](https://www.communitywfm.com/adherence) and customer conversations weren’t happening. [Adherence performance](https://www.communitywfm.com/adherence) data provides immediate intelligence on situations so a WFM analyst can make the right adjustments instantly. ### Adherence enables a WFM analyst to see where agents thrive One of the unique reasons why agent adherence matters to contact centers is that it provides information to back up the unique preferences of agents. Simply put, sometimes an agent will prefer working on a specific channel or product category because they feel more comfortable or can leverage previous experiences. They may also prefer to work a morning or evening shift to match what time of day they are the most productive. When monitoring agent productivity directly through adherence, key information on these preferences can surface over time as an agent experiences different types of [shift work](https://blog.communitywfm.com/cloud-based-wfm-modernized-shift-work). ![adherence-summary-bcg-version](https://blog.communitywfm.com/hs-fs/hubfs/adherence-summary-bcg-version.png?width=1330&height=739&name=adherence-summary-bcg-version.png) ### Adherence allows agents to self-police their own schedule **Adherence allows agents to self-police their own schedule** – While adherence data helps a WFM analyst do their job, this information shouldn’t remain behind closed doors. Instead, share personal adherence metrics with each agent, and let them monitor their own adherence through an agent portal and [mobile WFM app](https://www.communitywfm.com/mobile-app). Granting visibility into this data helps an experienced agent understand where and why they are going out of adherence so they can self-correct behaviors without needing to involve management. | [![community-everywhere-book-cover-1](https://blog.communitywfm.com/hs-fs/hubfs/community-everywhere-book-cover-1.png?width=220&name=community-everywhere-book-cover-1.png)](https://www.communitywfm.com/community-everywhere-mobile-wfm-booklet)   | ### [Want to learn more about the impact a mobile WFM app can have your business?  ](https://www.communitywfm.com/community-everywhere-mobile-wfm-booklet) ### [Click here to learn all about the Community Everywhere mobile app solution and all of the unique ways it can help to improve the efficiency of your team!](https://www.communitywfm.com/community-everywhere-mobile-wfm-booklet) | | --- | --- |   ### Detailed reporting on adherence is essential for long-term forecasting While the results may not be immediate, one of the most valuable ways to use adherence metrics is related to long-term forecasting. This involves leveraging months or even years of adherence data and [WFM reporting](https://www.communitywfm.com/reporting) to better understand how a contact center responds to specific conditions. For example, if every January adherence and attendance decreases because of issues related to snowfall, it may make sense to increase staffing very slightly on specific channels. This change can help to create a buffer when agent adherence issues are more likely, with the contact center staffing back down to normal levels in the spring. To summarize, agent adherence matters in the contact center because it creates a more efficient working environment. Whether it’s a single day, a month, or a year, the value of adherence information for both agents and WFM analysts helps to create an actionable foundation of truth that can significantly improve the productivity of a contact center. [← ← Return to blog main page](https://blog.communitywfm.com/) ### Subscribe to our newsletter We hate spam. You’ll only receive essential emails. ## Subscribe to our blog and get new posts in your inbox! Click here to subscribe ### Subscribe today! #### About Us CommunityWFM is one of the leading workforce management software companies in the industry. Our unique history is rooted in workforce management consulting and we'd love to share our insights and expertise with you through our blog content.  [Learn More](https://www.communitywfm.com/about-us) #### Download eBook [![Enterprise eBook CTA](https://no-cache.hubspot.com/cta/default/7197233/5595f428-86d5-4fc8-b83e-c63329c5d455.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/5595f428-86d5-4fc8-b83e-c63329c5d455) ### Popular Posts #### Popular Topics - [Workforce Management](https://blog.communitywfm.com/tag/workforce-management) - [WFM Scheduling](https://blog.communitywfm.com/tag/wfm-scheduling)  - [Cloud Software](https://blog.communitywfm.com/tag/cloud-software)  - [Gig and Temp Employees](https://blog.communitywfm.com/tag/gig-and-temp-employees) - [Shift Bidding](https://blog.communitywfm.com/tag/shift-bidding) - [Intraday Management](https://blog.communitywfm.com/tag/intraday-management) - [Contact Center](https://blog.communitywfm.com/tag/contact-center)  ### Recent Posts © 2005-2025, CommunityWFM and Workforce Management Software Group, Inc. All rights reserved. ![](https://px.ads.linkedin.com/collect/?pid=2892434&fmt=gif) **