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RTA Feeds Documentation

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Real Time Adherence (RTA) provides a tenant with a consistent data feed of agent states and changes to those states. RTA tracks and provides every state change in the order that it occurred.

RTA includes a REST API that enables you to make request for agent state information and return that information to a workforce management or business intelligence tool. Once that information is in the workforce management tool, you can run reports and gain better insight into the activities of your agents.

The following documents explain how to configure CxEngage and Call Center to send agent state information to a workforce management tool or to Monet WFM Live.

Page last updated April 18, 2016

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15:13, 6 Jun 2016

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