Understanding the Schedule Exceptions

A contact center agent can't be productive 100 percent of the time; even the most efficient, seasoned employee needs some amount of time dedicated to training, breaks, meetings or simply vacation. Any activity that reduces the time an agent can devote to his or her primary purpose – that of handling customer contacts – is considered an exception.

Exceptions fall into three main categories:

1. Planned – Planned exceptions are ones that are part of an agent's initial schedule and typically include breaks, pre-arranged team meetings and vacation time. Including as many known exceptions in the initial schedule as possible enhances the accuracy of call handling projections and enables the contact center to optimize scheduled start times. It also gives leaders the opportunity to address any known staffing shortages in advance.
2. Unplanned Approved -- Unplanned approved exceptions include discretionary events that were not foreseen when the initial schedule was created. When approving exceptions that fall into this category, supervisors need to consider current staffing availability to ensure that calls are handled efficiency and service levels aren't put at risk. Once approved, these exceptions should be communicated in advance so that staffing availability lines are as accurate as possible; an accurate staffing line is the only thing that gives managers visibility into coverage for future shifts. Staffing availability lines enable supervisors to make informed staffing decisions when events, such as call volumes and arrival patterns, change.
3. Unplanned Other -- Unplanned other exceptions are ones that cannot be anticipated, and there are two types: Exceptions related to agent attendance, such as absences or tardiness, and other unplanned or pre-approved deviations, such as when an agent goes on break late due to an unusually long call or an unscheduled log out. Supervisors focus on the latter category when monitoring schedule adherence and conformance.

The Role Exceptions Play in Schedule Adherence and Conformance

Exceptions affect schedule adherence and conformance. Schedule adherence reflects the percentage of time agents performed the activity listed on the schedule at the time the activity was scheduled, and schedule conformance is the percentage of on-line time an agent provides that he or she was scheduled to provide.

When agents fail to follow perform activities according to the schedules, adherence drops, while excessive unapproved and unscheduled instances of log off or non-productive phone activity affect conformance. Adherence and/or conformance scores also suffer when contact centers fail to adjust schedules to reflect the numerous exceptions that occur daily.

To maximize efficiency and increase profitability, contact center leaders should review adherence and conformance metrics at the program, supervisor and agent level. Establishing adherence and conformance goals -- and holding agents and supervisors accountable to these goals -- can help supervisors improve these KPIs relatively quickly. Read our white paper, Exceptions Policy, to learn more about exceptions and how to develop an exceptions submissions policy for your organization, or visit our workforce management solutions webpage.