Real Time Adherence

Real-Time Adherence (RTA) allows you to monitor whether agents are following their assigned schedules. The RTA table shows a side-by-side comparison of each agent’s scheduled activity and actual activity.

RTA provides a live view of each agent’s current state and adherence status. To analyze adherence for earlier time intervals or past activities, use the Historical Adherence report.

This view helps you quickly identify agents that are currently out of adherence. Adherence is calculated by comparing the agent’s scheduled activity with their actual activity, or by comparing the agent’s scheduled category with their actual category when the enhanced adherence monitoring method is enabled.

In RTA, you can:

• View how long agents have been out of adherence.

• Identify when an agent’s ACD Login ID or actual activity isn't mapped.

• Navigate between tabs to focus on specific adherence views.

• Filter data by agents, scheduling units, WEM skills An employee's area of expertise. A skill can be fluency in a specific language or business skills, such as sales or technical support., scheduled activities, or actual activities.

• Export historical adherence data.

You can only view users within the scheduling units (or teams) that you are authorized to access in your assigned view.

Adherence States

The following adherence states indicate an agent’s current adherence status:

• In adherence: Agents are performing the activities they are scheduled to perform.

• Out of adherence (OOA): Agents are not performing the activities they are scheduled to perform. This typically occurs when the scheduled and actual adherence category (or the scheduled activity and the actual activity) do not match.

  For example, an agent may be scheduled for a break but is handling calls.

  If the adherence category is missing for either the scheduled activity or actual activity (but not both), the agent is considered OOA. If both categories are missing and the Actual Activity does not match the Scheduled Activity, the agent is also considered OOA.

• OOA Open: Agents are scheduled to be available for interactions and are Out of Adherence. An agent may still be marked as OOA Open even if their actual activity shows they are open for interactions but that Open actual activity is different from the scheduled activity.

  Severe Out of Adherence: Indicated by the headset icon . This occurs when an agent is scheduled to be open for interactions, but their actual activity is not open.

  See example

  OOA Open and Severe OOA (indicated by the headset icon) identify situations where agents are not performing the open activity they are scheduled for.

  The key difference between the two depends on the agent’s actual activity:

  • Agents are marked as OOA Open and Severe when they are scheduled to be open for interactions, but their actual activity is not an open

  • Agents are marked as OOA Open only when they are scheduled to be open and their actual activity is also an open (yet different from the Scheduled Open Activity).

  In the table:

  • If the scheduled activity is Open and the actual activity is Break, the agent is flagged as OOA Open and Severe OOA.

  • If the scheduled activity is Open and the actual activity is Outbound_Open, the agent is flagged as OOA Open only, not Severe OOA .

  Scheduled	Actual	Out of adherence (ooa)	ooa open	Severe ooa
  Break	Open	v
  Open	Break	v	v	v
  Open	Outbound_Open	v	v

• Not calculated: The system cannot determine whether the agent is in or out of adherence. This can occur when:

  • The agent has an actual activity that is not mapped in WFM.

  • Agent is not working and it’s schedule does not exist (for example, they are out of office).

• Real-Time adherence is calculated: Real-Time Adherence is calculated when:

  • The agent has an active schedule.

  • The agent is logged in and moving between states.

  Changes made in real time to schedules or settings are reflected almost immediately in RTA and may result in an adherence status change (for example, from In Adherence to Out of Adherence, or vice versa).

  To maintain consistency in adherence reporting, avoid modifying schedule or configuration settings during the reporting cycle.

Real Time Adherence Tabs

The RTA tabs allow you to select and view specific adherence data based on your needs.

You can search for individual agents or filter the data by scheduling units, WEM skills An employee's area of expertise. A skill can be fluency in a specific language or business skills, such as sales or technical support., scheduled activities, actual activities, or groups.

Filters apply across all tabs. For example, if you filter for a specific scheduling unit in the Active Agents tab, the same filter remains applied when you switch to the In Adherence tab. Only agents from that scheduling unit will be displayed until you clear the filter. The counts and values in each tab automatically update to reflect the filtered data.

Real Time Adherence Table

When there's an alert icon , you can map the Omnichannel Routing (ACD) Login ID or actual activity directly in RTA.

Omnichannel Routing (ACD) Events Mapped to Login and Logoff Activity Codes

When mapping Omnichannel Routing (ACD) events, the Login and Logoff activity codes do not appear on the Activity Code page. These activities are typically not included in agent schedules.

In RTA, Login and Logoff events are displayed as actual activities until a new Omnichannel Routing (ACD) event is received, which usually occurs immediately after the agent logs in or logs off.

These activity codes are automatically mapped to Omnichannel Routing (ACD) events to ensure accurate adherence monitoring.

How Adherence is Calculated?

RTA calculates adherence by comparing the agent’s scheduled actions with their actual actions during each time period.

The comparison method depends on whether the enhanced adherence monitoring method (Adherence Categories) is enabled.

When Adherence Categories are Enabled

Adherence is calculated based on categories. For each time period in which the agent has an active schedule, the system:

• Determines the agent’s Scheduled category from the schedule.

• Determines the Actual category from the agent’s current activity, based on the activity’s assigned adherence category.

• Compares the two values:

  • If the Scheduled category and Actual category match, the agent is In Adherence.

  • If they do not match, the agent is Out of Adherence.

When Adherence Categories are Not Enabled

Adherence is calculated based on activities (activity codes). For each time period in which the agent has an active schedule, the system:

• Identifies the Scheduled activity from the schedule.

• Identifies the Actual activity from the ACD event, based on the mappings configured on the Map ACD Events to Activities page.

• Compares the two values:

  • If the Scheduled activity and Actual activity match, the agent is In Adherence.

  • If they do not match, the agent is Out of Adherence.

When Adherence is not Calculated

Adherence is not calculated in the following scenarios:

• The agent does not have an active schedule during the time period.

• The agent’s Actual activity or category cannot be determined.

• The ACD event is unmapped and appears as Unknown or Unmapped.

In these cases, the system cannot determine whether the agent is in or out of adherence, and the adherence value may appear as Not Calculated.

Export Real Time Adherence as a CSV

In addition to monitoring adherence directly from the Real Time Adherence table, you can also export a historical adherence report to review raw adherence data of the selected scheduling units for up to 30 days. The adherence report is exported as a CSV file.

Data refresh rate: 3 hours

In the report, each agent activity is listed in its own row. The agent activity may span several rows, depending on the adherence breakdown.

The export includes adherence data only for the period when an agent is active. When an agent is deactivated, any future schedules for that agent are excluded from the export starting from the end of the last assigned activity or shift on the day of deactivation.

To export a historical adherence report:

1. Click the app selector and select WFM.

2. Click Real Time Adherence.

3. Click Export.

4. Select the required From to To date range define the time frame for the report. You can generate and export a report for up to 30 days.

5. Click on Scheduling Units dropdown and select the required scheduling units for which you need to export the data.

6. Click Export to submit the export request. When the file is ready, you will get a notification. The download link is shared through an email.

   You can forward the email to other employees to access the download link.

   The adherence calculation in the report depends on whether you have opted for enhanced adherence monitoring.

   Example of Adherence Report (without using the enhanced adherence monitoring)

   Here's an example of an exported Adherence Report when you have not opted for the enhanced adherence monitoring:

   

    

Keep in mind, any unmapped activities will appear as Unmapped in the CSV. Therefore, adherence will not be calculated for those activities.

Actual activities will appear as Unknown when an agent doesn't log in, or if there is a technical issue with Omnichannel Routing (ACD) data transfer. In this case, the adherence will be calculated as though the activity was a closed activity.

With this method, two additional parameters are included in the report:

• Scheduled category

• Actual category

The duration for which the actual category matches the scheduled category is reported as in adherence. Otherwise, the agent's time is shown as out of adherence.

Keep in mind that the empty cells under the scheduled or the actual category mean those activities are not mapped to any of the categories.

If there is no adherence data for the selected date range and scheduling units (for example, agents have no published schedules), the historical adherence export generates a blank report.

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