Real Time Adherence (RTA) Configuration

Agent activity can be measured and reported on with the RTA feature. Agent states are mapped to ACD states and are reported on. On the ACD State mapping screen, there are four tabs for customizing agent states: Monet Statuses, Status Mapping, Adherence Rules, and Status Ranking. The Monet Status tab will let you add as many statuses as desired to track agent adherence. All of the Exceptions and Non-call statuses will be added by default, and will be considered scheduled activities (along with Available, Break, Lunch, and Logged Out). Monet also classifies each status as being either a Working or Non-Working status (Working Statuses tab). The Working/Non-Working status states are used in the Login/Logout and Tardy/Leave Early calculations for payroll exports, and reporting on Adherence compliance. These statuses will populate the Scheduled Activities grid in the Adherence Rules tab. The user can assign allowed and unallowed statuses to these activities.

RTA (Real-Time Adherence) configuration options include:

  • The ability to customize the name and appearance of phone states and scheduled activities
  • Add new statuses as required
  • Map the phone status codes from the ACD to user-friendly status names
  • Define adherence rules
  • Set adherence thresholds on all phone statuses
NOTE: The statuses from the ACD are automatically imported when the integration goes live.

What do you want to do?

Tasks in this Topic Include:

Related Tasks:

RTA Configuration

  1. Select Setup > RTA Configuration.
  2. The screen displays the Monet Statuses tab.

Monet Statuses Tab

The first time you go into RTA Configuration, the Monet Statuses tab will already contain:

  • Statuses that were automatically imported from the ACD
  • Common statuses that come pre-loaded in Monet
  • Scheduled activities within Monet

The Monet Statuses tab will let you add as many statuses as desired to track agent adherence. All of the Exceptions and Non-call statuses will be added by default, and will be considered scheduled activities (along with Available, Break, Lunch, and Logged Out). These statuses populate the Scheduled Activities table in the Adherence Rules tab as activities, which can be allowed or disallowed.

Monet Statuses Fields

Description
Status Name Use to create user-friendly names for statuses from the ACD. The Status Name appears on the RTA screen, Agent Status Report, and Adherence Report.
Color Where the display is set for colors for all phone statuses and scheduled activities. Color controls how the Status or Activity appears on screen. Background is the main color; Foreground is the text color.
Consider as handling ACD tasks Handling ACD means time spent in the status is directly related to taking inbound tasks. This field only applies to agent statuses.
Count as scheduled minutes when calculating adherence percentage

Includes the activity as scheduled minutes for adherence and reporting activities. This field only applies to scheduled activities.

Exception statuses where the agent is considered Working (meetings, training) should be counted as scheduled minutes. Exception statuses where the agent is considered Non-Working (PTO, vacation, appointments) should Not be counted as scheduled minutes.

These settings affect the Tardy/Early Out and Login/Logout Reports.

  • If a Mid-day negative or neutral exception not counted as scheduled minutes has the same Start time as the scheduled start time, the scheduled start time for the shift is adjusted to the end time of the exception.
  • If a Mid-day negative or neutral exception not counted as scheduled minutes has the same End time as the scheduled end time, the scheduled end time is adjusted to the start time of the schedule.
  • If a positive exception that is counted as scheduled minutes has the same End time as a scheduled start time, then the scheduled start time would be adjusted to the start time of the positive exception.
  • If a positive exception that is counted as scheduled minutes has the same Start time as a scheduled end time, then the scheduled end time would be adjusted to the end time of the positive exception.
Maximum seconds in status before out of adherence Max Time is the number of seconds that can be spent in a status before the agent is considered out of adherence.

Editing Statuses

  1. Select the Status Name in the table to edit.
  2. Change the Status Name, if appropriate.
  3. Assign Background and Foreground colors, if desired.
  4. Check Consider as handling ACD tasks, if appropriate.
  5. Check Count as scheduled minutes, if appropriate.
  6. Enter Maximum seconds in status, if appropriate.
  7. Click Save.

Creating a Status

  1. Click Add Row.
  2. Enter a Status Name.
  3. Assign Background and Foreground colors for how the status will appear in the RTA monitoring screen.
  4. Check Consider as handling ACD tasks, if appropriate.
  5. Check Count as scheduled minutes, if appropriate.
  6. Enter Maximum seconds in status, if appropriate.
  7. Click Save.
  8. The new status is saved and added to the table.

Deleting a Status

  1. Select a status from the table.
  2. Click Delete Row.
  3. Click Save. (The status is not actually deleted until Save is clicked.)

NOTES:

  • Scheduled activities cannot be deleted.
  • Deleting a status that is in use will remove it from all reports.

Status Mapping Tab

Imported statuses from the ACD can be mapped to the Monet Statuses created on the previous tab. This ensures that all statuses visible in Monet have the same user-friendly format.

NOTE: The Imported ID is a status that is automatically imported through integration with the ACD.

Use Agent ID as Integration ID

The Agent ID can be set as the Integration ID for multiple data collectors using this checkbox. It keeps Agent ID's and Integration ID's in sync for the data collectors it represents.

NOTE: By default this box is checked.

When new employees are added through the Employee List, or the Employee Import, if this option is checked, then a new Integration Mapping for that data collector is created with the value of that Agent ID.

For new Employee Imports, if the Integration ID's column exists, then:

  • If there is an entry for this Data Collector, the ID has to match, or it is a validation error.
  • Entries for other Data Collectors can be added normally.

Whenever the Agent ID is edited, it updates the Integration ID (the two are kept in sync when this feature is active).

NOTE: On the Access Employee Details tab, the auto-generated Integration mapping is not editable when Agent ID as Integration ID is active.

If the user activates this option (and there are existing employees), then integration mappings are created/replaced so that all Agent IDs match the Integration IDs.

Map an Imported ID to a Monet Status

  1. Click in the Monet Status column on the row of the ID to be mapped.

  1. A drop-down menu opens showing statuses from the Monet Statuses tab.
  2. Click on a status to select it.
IMPORTANT: Use caution when mapping Imported IDs to Ignore. IDs mapped to Ignore will not appear on any screens or reports in Monet.
  1. Click Save.
NOTE: Mapping statuses is a many-to-one setting. You can have multiple IDs mapped to the same Monet Status.
NOTE: The Imported ID is a character string used by Monet to identify the corresponding state on the switch. The Imported ID Description is a description that the user can use to identify the phone state without having to memorize the Imported ID itself.  Imported IDs will be pulled into Monet automatically by the data collector. Typically, an IT department should be able to identify which IDs correspond to what state the agent actually selects on their phone.

Adherence Rules Tab

The Adherence Rules tab is where the requirements are set for the contact center by assigning each scheduled activity with its own combination of allowed Monet statuses.

Creating a Custom Adherence Rule

  1. Select the Scheduled Activity to edit from the Scheduled Activity column.
  2. Click Allow Status > to move the desired activities from the Disallowed Monet Statuses column to the Allowed Monet Statuses column.
  3. The selected statuses are moved to the Allowed Monet Statuses column.
  4. Click Save All.

Editing a Custom Adherence Rule

  1. Select the Scheduled Activity to edit from the Scheduled Activity column.
  2. Select the statuses from the Allowed Monet Statuses column to remove from the activity.
  3. Click < Disallow Status.
  4. The selected statuses are moved to the Disallowed Monet Statuses column.
  5. Click Save All.

Working Statuses

A Non-Working or Working status is used in payroll exports; and the Login/Logout, and Tardy/Early Out reports to specify agent activities that affect their attendance.

Set the Status as Working/Non-Working

  1. Select the Working Statuses tab.
  2. Highlight a Non-Working status.
  3. Select Include > to move the status to the Working Statuses column.
  4. Select < Exclude to move the status from Working Statuses to the Non-Working Statuses column.
  5. Select Save.

Status Ranking

Status Ranking will display in the Real Time Adherence screen under Manage. Ranking is color coded.

Multiple Collector Statuses

Users may have multiple integrations providing status data for a single agent.  This information can be consolidated into a single status.  Certain statuses will take priority over one another. For agents receiving status updates from multiple data collectors, arrange the priority of each status in the list below. The statuses from every collector will be compared, and the agent placed in the status with the lowest numerical rank. Inactive statuses, such as logout, should typically be lower on the list. Active statuses, such as On a Call, should be near the top.

Change a Status Rank

  1. Select the row that will be changed.
  2. Drag and drop the row to the new rank.
  3. Click Save.

Set Rank to Status

  1. Enter an integer in the Set Selected status at rank field.
  2. Click Move to change the rank of a status.
  3. The status is given the indicated rank; and all statuses above it move up by one.

Unranked Statuses

When new status mappings are added in the Status Ranking, they are given a ranking automatically by using the next integer available.

Highest Ranked Status

The Data Collector Processor tracks the current status for every integration, but only updates the database when a status is the newly highest ranked.  Effectively, an agent is always "in" the status with the highest (lowest numerically) rank, and all calculations use this status.

Invalid Rankings

When loaded, Status Ranking always includes only exactly those Data Collector + Status combinations that exist on the Status Mapping tab. Any combinations that were previously ranked, but have since been deleted, are not visible on this screen. Any combinations that have been added via Status Mapping since this page was previously loaded/saved, are added at the end of the list in the order they were created. The Rank column is sequential and uninterrupted.

 

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