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Glossary

What is Real Time Adherence?

Real time adherence is also known as real-time agent adherence in the call center industry. This is a procedure of comparing the planned activity of an agent with the real and strategized activity chalked by a call center. It means the real-time information that is displayed about the actual call flows. Real time adherence also displays call handle times along with other factors which are related to performance indicators.       

With this process the call center supervisors and managers are able to compare the real activities and schedules of an agent that is against the actual planned activity. It also includes manage exceptions.

The technique of real time adherence helps to find out whether the agents are available in their seat for receiving calls or making calls. The main motif to manage adherence is decrease the payment of the agents for the duration when they are not available to handle calls. 

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