Schedule Adherence definition

Schedule Adherence means a comparison of actual CSRs versus planned CSRs at each 1/2 hour time period.
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Schedule Adherence means a comparison of actual CSRs versus planned CSRs at each 1/4-hour time period. "Seasonality" shall mean those periods where Services decrease due to the holiday season, resulting in a reduced number of working days during the holiday season months. "Segment" shall mean a specified type of Customer Service Call. "Supervisor" shall mean an employee or independent contractor of RMH who has responsibility for first line supervision of CSR's. "System Hour" shall mean hours for which CSRs logged into the UPS system or switch providing service to UPS or its customer or available to provide such services. "Talk Time" shall mean the time involved in handling a call, starting when a Call is seized by a CSR and ending when the Call is released by a CSR or is otherwise disconnected as measured by the ACD. "Training Hour" shall mean the time a CSR or is in UPS- specific training. The term "Training Hour" does not include time spent by a CSR in Initial Training, logged onto the system, scheduled breaks, means, on sick leave, disability leave, family leave, vacation, jury duty or military service. "Unavailable Time" shall mean the total time, in seconds, a CSR was logged in to the ACD but unavailable to take Calls. "Work Hour or System Hour" shall mean each hour that a CSR is logged onto the system making a Call or waiting to make a Call as measured by the ACD. The term "Work Hour" does not include time spent by a CSR in ongoing training, meetings, pre-shift meetings, scheduled breaks, unscheduled breaks, Unavailable Time, meals, on sick leave, disability leave, family leave, vacation, jury duty or military service. "Work Time" shall mean time spent by a CSR performing follow-up work on a Call (account notation, etc.), as measured by the ACD. During Work Time, a CSR is signed onto the ACD in the Work Time state and is not available to answer a Call. The average of Work Time per Call Handled shall be known as "Average Work Time" ("AWT') and shall be calculated by dividing total Work Time by total Calls Handled.
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Schedule Adherence means the percentage figure derived by dividing (i) the total number of hours worked by a given Agent within his or her scheduled time period as measured by Client’s automated workforce management system, by (ii) the number of scheduled hours for such Agent.
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Examples of Schedule Adherence in a sentence

  • There will be a joint Schedule Adherence Review Committee made up of the Chief Operating Officer and an appointed member by the Union.

  • Provided RMH is meeting Schedule Adherence standards each month, MCI agrees to an Annual Handle Minute Commitment of [*] Handle Minutes for the time period from [*] and [*] Handle Minutes [*].

  • For any given month, if RMH does not meet Schedule Adherence standards, MCI’s Annual Handle Minute Commitment will be decreased by [*].

  • For any given month, if RMH does not meet Schedule Adherence standards, MCI's Annual Handle Minute Commitment will be decreased by the difference between Handle Minutes Forecast and actual Handle Minutes for that month.

  • Provided RMH is meeting ------------------------------- Schedule Adherence standards each month, MCI agrees to an Annual Handle Minute Commitment of [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] Handle Minutes for the time period from April 1, 2001 through December 31, 2001 and [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] Handle Minutes per calendar year from January 1, 2002 through December 31, 2005.

  • Such criteria may include, but is not limited to, the following: Revenue per Call (Net Sales per Call); Monthly Net Revenue; Calls per Hour; Average Handle Time; Availability; Quality (including Supervisory Observations), Customer Satisfaction, and Schedule Adherence.

  • Such criteria may include, but is no limited to, the following: Revenue per Call (Net Sales per Call); Monthly Net Revenue; Calls per Hour; Average Handle Time; Availability; Quality (including Supervisory Observations), Customer Satisfaction, and Schedule Adherence.

  • Schedule Adherence: [***] of Agent logged-on time will be within scheduled period.

  • This will include but not be limited to: Average Handle Time, Schedule Adherence, Quality Adherence, and Customer Satisfaction.

  • Retainage Adjustment If Contractor has not met the Legacy Refresh Schedule Adherence Metric, based on the Agency-Level and Center Level calculation (process described in 2.3.1-3) then no metric fee shall be awarded for that element.