PRODUCT GUIDE / CURRENT ORBIT RULES
How Orbit calculates production hours and adherence
For call center and BPO teams, a clocked-in day becomes an attendance record. Orbit uses that record to show login time, production time, and an adherence measure based on break violations and unproductive minutes. Here is what those numbers mean in the current product.
All product guides ↗From clock-in to production hours
Login hours are the elapsed time between clock-in and clock-out. Orbit totals recorded break durations and subtracts them from login hours to calculate production hours. Both hour values are rounded to two decimal places in the attendance record.
For example, a nine-hour clock-in to clock-out span with a one-hour recorded break produces eight production hours. The monthly production-hours KPI totals production hours from attendance records marked present, late, or half day. The breakdown screen shows daily login and production time for review.
What “adherence” means in Orbit
Orbit’s current adherence KPI is the percentage of valid recorded shifts without a break violation or unproductive minutes. A shift counts as a violation if any break is marked exceeded or its unproductive minutes are greater than zero. Present, late, and half-day records count as valid shifts; off and leave records do not.
The calculation is (valid shifts − shifts with violations) ÷ valid shifts × 100. Five valid shifts with one violating shift produce 80% adherence. When there are no valid recorded shifts, the result is zero rather than an assumed perfect score.
How to interpret the number
Use the breakdown to inspect the underlying dates, break-exceeded flags, and unproductive minutes. The label “schedule adherence” in the product refers to this break-compliance calculation; it is not a minute-by-minute comparison of an agent’s telephony state with a forecast.
Orbit does not collect call states or connect to a dialer in this workflow. Review configured break policy and the attendance records before comparing results across teams.
THE ANSWERS
What Orbit does, in plain language.
Does Orbit subtract breaks from production hours?
Yes. The attendance calculation subtracts recorded break duration from login hours.
Does a late shift count in adherence?
Yes. Present, late, and half-day records are included as valid shifts for this KPI.
Does adherence measure real-time call status?
No. The current measure checks recorded shifts for exceeded breaks or unproductive minutes.
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