Agents Real-Time Adherence Details

Interaction Optimizer Real Time Adherence (RTA) statistics inform about agents who are currently scheduled. RTA statistics report scheduling unit, workgroup, status, scheduled activity, actual activity (based on status), adherence status, exception type, current adherence time, cumulative shift in adherence and shift out of adherence duration for an agent.

Agent

Display name of scheduled agent.

Status

Current logged in status of agent

Adherence status

Agent adherence status indicating In Adherence or Out of Adherence with the schedule.

Scheduled activity

The activity scheduled by Interaction Optimizer for this agent at this point in time.

Actual activity

Current actual activity of agent based on logged in status.

Current adherence duration

Duration for which agent is in the current adherence state after last adherence status change.

Shift time in adherence

The cumulative amount of time that an agent has been in adherence, accumulated for the entire shift.

Shift time out of adherence

The cumulative amount of time that an agent has been out of adherence, accumulated for the entire shift. 

Number of agents in adherence

The count of users in adherence with the current schedule.

Number of agents out of adherence

The count of users not in adherence with the current schedule.

Percent of agents in adherence

The percentage of users in adherence with the current schedule.

Percent of agents out of adherence

The percentage of users not in adherence with the current schedule.