Mastering Line Adherence: A Crucial KPI for Vendor and Site Efficiency
Line Adherence ensures optimal staffing by measuring how well actual staffing levels align to requirements, driving consistent and efficient service.
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Line Adherence is a critical key performance indicator (KPI) when managing vendors or sites that share queues with dynamic routing. This metric ensures that each vendor or site does their part, enabling the overall enterprise to deliver consistent and efficient service. Line Adherence measures whether staffing levels during each interval stay within acceptable limits of variation. A preferred definition of Line Adherence is the percentage of intervals in a day where the actual productive staffing falls between a defined lower specification limit (LSL) and upper specification limit (USL), compared to the required productive staffing for each interval.
In the case below, we compare the interval-level staffing requirements to actual staffing levels. Overstaffing results in inefficiency, while understaffing can impact service. However, with Line Adherence, a “window” is applied around the requirement, defined by the LSL at 95% and USL at 105% in this example. An interval “passes” if actual staffing falls within this window; otherwise, it is considered a “failed” interval. The benchmark for passed intervals can vary, though 90% is a common target. In the example provided, only 67.9% of intervals meet the Line Adherence criteria.
Achieving good Line Adherence requires schedule flexibility and real-time coordination. Strong scheduling practices that align with interval requirements are the foundation of success, while agent-level schedule adherence ensures the metric can be consistently met.
