RTA (Real-Time Adherence)

What is RTA (Real-Time Adherence)

Real-Time Adherence (RTA) measures how well agents are sticking to their assigned schedules in real-time. It compares an agent’s current activity (e.g., on a call, on a break) with what they were scheduled to be doing at that moment. RTA is a critical metric for workforce management, as it helps ensure that the contact center is properly staffed to handle the incoming workload. Cloud contact center platforms provide RTA dashboards that allow supervisors to monitor adherence and address any deviations from the schedule promptly.