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 ACD (Automatic Call Distributor). At a glance, you can compare expected activities to actual events and take corrective action to meet your SLA and performance metrics. 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 Establish an ACD Connection.

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