Realtime Adherence (RTA) Data

Realtime 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 requests for agent state information and return that information to a workflow management or business intelligence tool. In your tool, you can run reports and gain better insight into the activities of your agents.

Using the REST API, you can make periodic requests for agent state information. API calls return JSON objects containing a list of agent-state objects available for the specified time range. The time range cannot exceed 10 minutes. Agent state information is available for three days. We recommend that you make requests at least every five minutes to ensure a consistent and accurate flow of data to your workforce management or business intelligence system.