Real-time monitoring of agent adherence

摘要

A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.