Monitor

Once you've set up your forecast and your schedules, you'll want to monitor both to make sure they're on track.

Real Time Adherence (RTA) compares scheduled activities in WFM with events received from the Automatic Call Distributor (ACD). At a glance, you can which agents are in adherence with their schedule. The data for RTA is updated every few seconds.

Intraday displays the forecast for a specific skill on a certain day, along with the actual data for that skill, and the variance from the original forecast. If necessary, you can reforecast the rest of the day based on the incoming actual data. This lets you update scheduling through the day, adding or removing shifts for agents as needed. The data for Intraday is updated every 15 minutes.

You can also check historical adherence by generating a report. This lets you review past adherence to scheduled activities.

The following steps are needed to set up and effectively use the RTA environment:

1. Establish a connection to your ACD system. See Establishing an ACD Connection.

2. Map the incoming ACD events to activities in WFM. See Mapping ACD Events to Activities.