7.2

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Questions and Answers

What does Real-Time Adherence (RTA) primarily monitor?

The quality of interactions handled by agents
Agent compliance with scheduled tasks (correct)
Technology uptime in the contact center
Customer satisfaction ratings

Which type of impact can an agent have when they take an unplanned break during queue time?

Negative (correct)
Unknown
Neutral
Positive

Analyzing historical adherence trends allows supervisors to:

Proactively adjust scheduling and workforce planning (correct)
Monitor real-time agent interactions
Create fixed schedules without adjustments
Evaluate customer feedback on agent performance

In adherence analysis, what does 'unknown' impact indicate?

The impact of the agents' activities cannot be assessed (B) Signup and view all the answers

What action can supervisors take based on monitoring trends in real-time adherence?

Reallocate tasks or adjust schedules as necessary (C) Signup and view all the answers

Which of the following describes a scenario with a neutral impact?

An agent attends a team meeting instead of training (A) Signup and view all the answers

What does the adherence status reveal in real-time adherence analytics?

The number and percentage of agents in various adherence states (C) Signup and view all the answers

What immediate insight can supervisors gain from agent-level details?

Duration of adherence or deviation from scheduled activities (A) Signup and view all the answers

Flashcards

What is Real-Time Adherence (RTA)?

Real-Time Adherence (RTA) measures how well agents are following their scheduled tasks, like breaks and call handling.

What is "Positive Impact" in RTA?

Positive impact occurs when agents exceed expectations by handling more calls than planned or taking shorter breaks.

What is "Negative Impact" in RTA?

Negative impact happens when agents deviate from their schedule in ways that disrupt operations, like taking unplanned breaks while calls are waiting.

What is "Neutral Impact" in RTA?

Neutral impact occurs when agents deviate from their schedules in ways that don't affect operations, like attending a scheduled meeting instead of training.