7.2 Real-Time Adherence Overview.md

# Real-Time Adherence and Analytics in Genesys Cloud The final step in MehGivePlus's workforce management setup leverages real-time and historical adherence analytics to optimize contact center operations. These tools help supervisors monitor agent behavior, assess its impact, and make informed dec...

# Real-Time Adherence and Analytics in Genesys Cloud The final step in MehGivePlus's workforce management setup leverages real-time and historical adherence analytics to optimize contact center operations. These tools help supervisors monitor agent behavior, assess its impact, and make informed decisions to maintain service levels and operational efficiency. --- ## #KeyMetricsInWorkforceManagement ### **Real-Time Adherence (RTA)** RTA compares agents' actual activities against their scheduled tasks to ensure alignment and productivity: - **Positive Impact**: Actions that exceed expectations (e.g., handling more interactions than scheduled). - **Negative Impact**: Actions that deviate and disrupt (e.g., unplanned breaks during queue time). - **Neutral Impact**: Actions that deviate but do not affect operations (e.g., attending a meeting instead of scheduled training). ### **Historical Adherence** Analyzing past adherence trends provides insights into patterns, enabling proactive adjustments to scheduling and workforce planning. --- ## #HowRealTimeAdherenceWorks ### **Adherence Analysis** The real-time adherence view provides: 1. **Adherence Status**: - Number and percentage of agents **in adherence**, **out of adherence**, **unscheduled**, **ignored**, or **unknown**. 2. **Impact Assessment**: - Number and percentage of agents with **positive**, **negative**, **neutral**, or **unknown** impacts. 3. **Current Activities**: - Activities agents are performing versus scheduled activities. ### **Example Scenarios** |**Scheduled Activity**|**Actual Activity**|**Impact**| |---|---|---| |Break|Handles more interactions|Positive| |On Queue|Takes unplanned break|Negative| |Training|Attends team meeting|Neutral| ### **Agent-Level Details** Below the overview charts, supervisors can view detailed adherence data for each agent, including: - Scheduled vs. actual activity. - Duration of adherence or deviation. - Immediate actionable insights. --- ## #UsingRealTimeAdherenceForOptimization 1. **Monitor Trends in Real Time**: - Identify agents who are out of adherence. - Determine whether their actions positively or negatively impact the contact center. 2. **Make Data-Driven Adjustments**: - Reallocate tasks or adjust schedules to cover gaps. - Address deviations to minimize negative impacts. 3. **Enable Proactive Supervision**: - Use RTA data to intervene before service levels are affected. - Communicate with agents for on-the-spot corrections or acknowledgments. --- ## #RealTimeAdherenceDashboard ### **Features of the Dashboard** - **Adherence Overview**: - Visual charts for adherence percentages, impacts, and activity distribution. - **Agent Details**: - Individual adherence data below the charts. - **Integrated Insights**: - Combines adherence metrics and agent activity into a single view. --- ## #FinalConfigurationStep ### **Enable Real-Time Analytics** 1. Access the **Real-Time Adherence Page**. 2. Ensure all workforce management configurations (schedules, time-off plans, and shift trades) are in place. 3. Activate real-time monitoring for ongoing optimization. With real-time analytics, MehGivePlus achieves a fully optimized workforce management system, enabling proactive planning, efficient operations, and strategic decision-making. --- ## #Conclusion Real-time adherence and historical analytics empower MehGivePlus to balance workforce efficiency and agent accountability. By tracking adherence metrics, assessing impacts, and taking quick action, MehGivePlus ensures their contact center operates at peak performance while supporting agents in their roles.