A general term that refers to how well agents adhere to their schedules Can include both a) how much time they were available to take calls during their shifts, including the time spent handling calls and the time spent waiting for calls to arrive (also called Availability), and b) when they were available to take calls (also called Compliance or Adherence) See Occupancy
Adherence is the fact of adhering to a particular rule, agreement, or belief. strict adherence to the constitution. when someone behaves according to a particular rule, belief, principle etc adherence to