Real-Time Management expert (Pre-Recorded)

This course is only available in Batch/Personal coaching mode
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About the course

This training is ideal for contact center professionals who want to gain knowledge about Real time management.  RTM is ideally the starting point for many WFM professionals, and this course prepares you for the same

Course duration: 4 hours (2 sessions of 2 hours each on weekends)


  • Introduction to real time management
    • Definition
    • Components of RTM
  • RTM process overview
  • Collect inputs & assumptions
    • Contractual Inputs
    • Planning & Scheduling Inputs
    • What if Scenarios (alert mechanisms)
  • Track & monitor
    • Start of day
    • Queue monitoring
    • Intraday management
    • Intraday re-forecasting
    • Send Alerts
    • Mitigation plans
  • Agent performance
    • Agent states
    • Agent Adherence
    • Adherence & conformance visual
    • Segment entry
  • Crisis management
  • Prepare reports
    • Interval report
    • Adherence & conformance report
    • Absenteeism report
    • Agent performance report
    • Root Cause Analysis (EOD)


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