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Agent Real-Time Adherence statistics

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.

Statistic	Description
Actual activity	Current actual activity of agent based on logged in status.
Adherence status	Agent adherence status indicating In Adherence or Out of Adherence with the schedule.
Agent	Display name of scheduled agent.
Current adherence duration	Duration for which agent is in the current adherence state after last adherence status change.
Exception type	Indicates the specific reason for agent being Out of Adherence with the schedule. Possible display values are Early, Late, Unscheduled, Skipped, Logged Out or Unknown.
Number of agents in adherence	Count of users in adherence with the current schedule.
Number of agents out of adherence	Count of users not in adherence with the current schedule.
Percent of agents in adherence	Percentage of users in adherence with the current schedule.
Percent of agents out of adherence	Percentage of users not in adherence with the current schedule.
Scheduled activity	The activity scheduled by Interaction Optimizer for this agent at this point in time.
Shift time in adherence	Cumulative amount of time that an agent has been in adherence, accumulated for the entire shift.
Shift time out of adherence	Cumulative amount of time that an agent has been out of adherence, accumulated for the entire shift.
Status	Current logged-in status of agent.