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Four numbers worth watching, and two that get quoted regularly and mislead. Read all of them at team level.
The four
- Forecast accuracy. Predicted against actual, by interval. Everything else is built on this.
- Coverage. People scheduled against people needed, at the peaks.
- Shrinkage. Scheduled time not spent on customer work. Usually larger than assumed.
- Adherence, at team level, as a trend.
Forecast accuracy first
A schedule built on a poor forecast cannot be right. Fixing accuracy improves everything downstream, and no amount of scheduling skill compensates for it.
Shrinkage is the number that surprises people
Meetings, training, breaks, coaching, admin. Most teams assume a figure and the real one is higher, which is why staffing calculated from headcount always comes out short.
Measuring it once changes how you plan.
The two that mislead
Occupancy. High is not good. Sustained high occupancy means no recovery between contacts, and it predicts people leaving.
Adherence per person. It measures following a schedule, not working well. An agent staying on a difficult call through their break scores badly and did the right thing.
Read adherence as a trend
A team drifting from eighty per cent to sixty over a quarter is worth understanding. One person's figure for one week is noise, and treating it otherwise changes behaviour rather than performance.
Say what these are used for
Staffing. Agents who believe the numbers are used to assess them will manage their statuses, and then none of this measures anything.
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