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 offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.Interaction Orchestration
Omnichannel interaction routingDigital and Voice ChannelsAutomatic Call Distributor (ACD)Interactive Voice Response (IVR)Proactive Engagement
