Measurement of how much total time an agent worked compared to how much total time scheduled in a shift, day or pay period. Generally, compliance measures whether the agent worked the number of minutes per day defined in the total schedule. May also be called conformance. Adherence measures the details such as going to and returning from break or lunch at the specific time scheduled. However, these terms are often used differently by WFM vendors and centers and should be defined within the context of a specific center.
