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Real-Time Adherence

Using the Real-Time Adherence (RTA) feature, you can monitor and record the real-time status of employees. An employee can be in any status at a given point in time. To make things simple and easy to understand, WFO Live uses color codes for each status. The real time screen uses this color code to display the current status of the employees.

What do you want to do?

Tasks in this Topic Include:

Show Legend
Set Refresh Frequency
Set Filters

Related Tasks:

RTA Configuration

Show Legend

Select Manage from the left-navigation menu.
Select Real Time Adherence.
Select Show Legend.

NOTE: Each list may vary based on the states that are setup within Monet due to various ACD providers.

Refresh Frequency

The refresh frequency for the Agent Status screen can be set to 30 seconds, 45 seconds, or 60 seconds. If you set the refresh frequency to 0 seconds it will actually freeze the screen. This allows you to view the agent states for a longer time, or you can select Reload at any time to refresh the screen.

Set Refresh Frequency

Select a refresh rate from the drop-down menu.
Select Reload.

Setting Filters

To view Real Time Adherence information for a specific Workgroup, Skill Team, or Employee Team, modify the Filter settings.

NOTE: Only agents that apply to the items selected will be visible on the Real Time Adherence screen. You can also filter by only showing agents who are out of adherence, as well as only those that are scheduled.

Set Filters

Select the Filters tab.
Select the check box of each option to view.
Select Apply.