[Shawn Livengood]

Hi Richard.

We are running Rockwell Spectrum ACD's along with Aspect's eWorkforce Management, and chose to not implement RTA. There is a free module available within eWFM called Spectrum Schedule Download. You have to be running Call Center Commander to have this module work. Basically, it integrates real time schedule adherence (based on eWFM's official schedule data) into 3CS' agent views.

We are also running non Rockwell sites and have implemented RTA in those facilities (used in conjunction with the ACD real time views), and I've got to tell you, if I could extend the Call Center Commander views to those sites, I'd do it in a heartbeat. The inefficiency of having to look at multiple programs to get the total picture of the floor alone is enough to warrant that statement, not to mention how much more difficult RTA is to understand for a front-line supervisor.

If you'd like to discuss, please feel free to drop me an e mail.