Use this article to understand how adherence is calculated in Team Performance, what counts as an adherent status, and how adherence differs from conformance and shrinkage. This article is for teammates with the "Can manage Workforce" permission.

Adherence compares the time a teammate was scheduled for productive time - time scheduled against an activity type marked Productive, such as Inbox Time - against the time they spent in an adherent status in Intercom. Any minute of scheduled productive time where the teammate was not in an adherent status counts against their adherence score. Where a productive and a non-productive activity overlap on the schedule, that overlapping time counts as non-productive.

A status is adherent when a teammate is:

The away reason is what matters, regardless of how it is set - automatically when a teammate answers a call, or manually by the teammate themselves.

Adherence uses Intercom status only. If a teammate is Away in Intercom during scheduled productive time, that time counts against adherence - unless the Away reason is "On a call" or "Call wrap up", in which case it counts as adherent. Work done in another tool while set to Away in Intercom is not visible to adherence and is not counted as adherent time.

Conformance is calculated as total time in an adherent status divided by productive scheduled hours, and can exceed 100% - for example, if a teammate logs on early or works longer than scheduled. Time spent in an adherent status counts towards both adherence and conformance. Shrinkage is non-productive scheduled time (breaks, meetings, training) as a share of total scheduled time. Use adherence and conformance together: someone who logs on early has lower adherence but conformance over 100%.

Yes. Auto-away counts as Away. It's off by default and can be configured in Settings > Helpdesk > Assignments, with a minimum of 10 minutes of inactivity.