What is Real-Time Adherence (RTA)?
Real-time adherence (RTA) is a workforce management metric that helps pinpoint employees who are currently out of adherence with the planned schedule. Real-time adherence essentially shows what an agent is scheduled to be doing and what they are actually doing, in real time. For example, if the agent is scheduled to be on the phone, but their current state shows they are on break, then they are out of adherence. Adherence has a significant impact on the ability to hit SLAs.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.