7.3 Navigate Real-Time Adherence View.md

# Real-Time Adherence in Genesys Cloud Real-time adherence (RTA) is a critical performance metric for agents and a powerful tool for managers to ensure operational efficiency. Genesys Cloud enables supervisors to monitor adherence, analyze its impact, and take immediate corrective actions. --- ##...

# Real-Time Adherence in Genesys Cloud Real-time adherence (RTA) is a critical performance metric for agents and a powerful tool for managers to ensure operational efficiency. Genesys Cloud enables supervisors to monitor adherence, analyze its impact, and take immediate corrective actions. --- ## #KeyFeaturesOfRealTimeAdherence 1. **Agent Adherence Monitoring** - View agents' real-time adherence to their schedules. - Assess the impact of adherence or deviation on contact center performance. 2. **Interactive Charts** - Visualize adherence metrics with real-time updates. - Hover over charts to see detailed percentages and agent counts. 3. **Sorting and Filtering** - Sort columns by clicking their headers. - Filter visible columns using fields under the headers and apply changes to focus on specific data. 4. **Pin Agents for Monitoring** - Pin agents (e.g., new hires or critical team members) to the top of the list for continuous tracking. - Pinned agents remain at the top, even after navigating away or sorting columns. --- ## #NavigatingToRealTimeAdherence ### **Steps to Access the RTA Page** 1. **Navigate to Admin > Workforce Management > Real-Time Adherence**. 2. **Select Management Unit**: Ensure the correct unit is chosen to view relevant agents. --- ## #HowAdherenceIsMeasured ### **Schedule Adherence Formula** Adherence (%)=(Total Time Available for InteractionsScheduled Time)×100\text{Adherence (\%)} = \left( \frac{\text{Total Time Available for Interactions}}{\text{Scheduled Time}} \right) \times 100 Genesys Cloud calculates adherence as a percentage, allowing managers to assess how well agents are adhering to their schedules. --- ## #BestPracticesForUsingRTA 1. **Track Key Agents with Pinned View** - Pin high-priority agents to the top for consistent monitoring. - Ideal for new hires or agents with performance concerns. 2. **Leverage Filtering and Sorting** - Filter by **Status** or other criteria to focus on specific agents or situations. - View filtered data reflected in the real-time charts for targeted analysis. 3. **Monitor Impacts with Charts** - Assess positive, neutral, and negative impacts in real time. - Use detailed chart data to make informed, immediate decisions. --- ## #Conclusion Real-time adherence provides supervisors with a comprehensive and flexible tool to monitor and improve agent performance. By tracking adherence, analyzing its impact, and utilizing Genesys Cloud's advanced features like pinning and filtering, managers can ensure agents meet expectations and contribute positively to the contact center's success.