Real Time Adherence

Monitoring Real Time Adherence is done in WFM, in the Real Time Adherence section.

Real Time Adherence (RTA) helps you pinpoint employees that are currently out of adherence with the planned schedule.

You can only see the users in the scheduling units (or teams) you have permission to see in the view assigned to you.

The RTA grid highlights the following:

A mismatch between scheduled and actual activities.
If there's a mismatch, how long the user has been out of adherence.
When the state of a scheduled activity is open (available or on a call) and the actual activity is not open.
If actual activities are unmapped.

If an employee doesn’t have an ACD Login defined, RTA will not map activities to that employee. See Create Employee Accounts to add an ACD Login ID.

An employee may have multiple ACD IDs if they can log in to more than one call center.

Login and logoff events

The unique Login and Logoff ACD events don't match any schedule activities. They are mapped to the Login and Logoff activity codes, and used to ensure correct RTA reporting. These events appear in the RTA grid as actual activities until a new actual activity is received.

Login is in adherence with open The agent is open for interactions or is involved in an interaction scheduled activities, or unscheduled activities. It is out of adherence with activities that aren't defined as open.

Logoff is in adherence if the time is unscheduled. Logoff is out of adherence with any scheduled activity.

Filtering in RTA

You can filter the RTA grid by scheduling units, WEM skills, or groups.

In addition, you can choose to include Unscheduled activities, or activities that were In adherence from the checkboxes in the top right of the page. By default these activities are not displayed.

Here is a breakdown of the information that appears in the RTA grid:

Column	Description	Notes
Alerts		Appears if the employee does not have at least one ACD Login ID in the employee record. The alert will not appear if the employee has multiple ACD IDs but not all are in the employee record. Update and employee ACD ID by clicking the icon. In the pop-up, enter an ID and click Update. Also appears if the actual activity from ACD has not been mapped to an activity code in your WEM system. In this case, click the ACD data to open the ACD Event Mapping dialog. See Map ACD Events to Activities for more information.
Out of Adherence	The length of time the scheduled activity has not matched the actual activity	Displays in red and only appears if the employee is currently out of adherence. Displays a headphone icon if the expected activity state is open and actual activity state is not open.
Name		Red if the employee is currently out of adherence.
Scheduled Activity	The activity that appears currently in the employee's schedule	This can be any of the activities from the activity codes in WEM. Displays Unscheduled if no shift or activity is scheduled.
Actual Activity	The actual activity the employee is performing, as received from the ACD system	Each ACD event is mapped to an activity. When a new event occurs, the ACD sends the data to RTA, and the employee's actual activity is updated. If the event is unmapped, the ACD Event ID and Reason will be displayed together with (unmapped). Click the ACD data to open the ACD Event Mapping dialog and correct the mapping.
Time in State	The length of time the employee has been in the current state	Resets to 00:00 when the actual activity state changes (open/not open).

Checking Historical Adherence

Historical adherence reports are only available for users with NICE CXone ACD.

In addition to monitoring adherence directly from the Real Time Adherence grid, you can also generate a historical adherence report to review raw adherence data for a specific scheduling unit during a defined time period.

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

John was scheduled to be open to receive calls from 8am until 10am. He was actually open for calls between 9am and 11am. The historical adherence report will display the activity over the span of three rows:

8am-9am: Out of Adherence

9am-10am: In Adherence

10am-11am: Out of Adherence

John only adhered to his schedule for one hour.

To generate a historical adherence report:

Click the app selector and select WFM.
Click Real Time Adherence.
Click Generate Adherence Report.
Select a Scheduling Unit and define the time frame for the report.
Click Generate to create and download the .csv file.

Here's an example of a generated Adherence Report

Keep in mind, any actual activities that are unmapped will appear as Unmapped in the CSV. Adherence will not be calculated for those activities.

If an agent doesn't log in, or if there is a technical issue with ACD data transfer, actual activities will appear as Unknown, and adherence will be calculated as though the activity was a non-open activity.