Intraday Management

You can use the Intraday Management page to monitor real-time operational performance against forecasted metrics. This can help you identify deviations as they happen and take corrective action to ensure service level goals are met.

Prerequisites

Intraday Management requires that a forecast has been published for the skills and date range to be managed. Actual data from the live contact center is updated every 15 minutes.

Filtering Displayed Data by Skill and Date

The data displayed on the page can be filtered by selecting the desired Skills. The Forecast Group Summary tab shows aggregated data for all selected skills, while individual tabs filter the display to show data for a single one of the selected skills.

In addition to filtering based on skills, you can view metrics for past days by using the date and time zone pickers:

• Date: Select the date you want to view using the date picker. By default, it shows today's date.

• Time Zone: The data is displayed in your local time zone by default, but you can select a different time zone from the dropdown menu.

Summary Widgets

The widgets at the top of the page provide an at-a-glance summary of Volume, AHT, Staffing, and Service Level metrics for the selected skills and date.

Widgets provide a quick overview of key metrics

When the current day is selected, the widgets include a Daily section in addition to the day-to-date values. The Daily section provides projected full-day values based on the initial forecast and any updated reforecasts, allowing you to quickly assess the expected results for the entire day.

The Daily section is not displayed for past dates because the widgets already reflect data for the complete day.

• Volume displays actual, forecasted, and reforecasted interaction volume. Daily volume represents the total volume for the full day.

• AHT displays actual, forecasted, and reforecasted Average Handle Time. Daily AHT is aggregated across the full day, with interaction volume used to weight the average.

• Staffing displays staffing values as full-time equivalents (FTEs). Daily staffing is calculated from staffing across the day's intervals and normalized using the configured standard workday. For the current day, an Actual daily staffing value is not displayed until the day is complete.

• Service Level displays actual, target, and predicted service level information. The Daily section displays the predicted service level for the full day.

Chart and Data Table

Beneath the widgets, a detailed view of Traffic, Staffing, and Performance Metrics is provided in an interactive chart and a data table.

• The interactive chart visualizes multiple data series (e.g., Forecasted Volume vs. Actual Volume) over a 24-hour period. Click on items in the legend to hide or show their corresponding lines in the chart to focus on specific metrics.

• The data table below the chart displays all values for each 15-minute interval. You can use the time shortcuts (e.g., 18:00) to quickly navigate the table or use the comparison tool to filter the table to show two distinct time periods side-by-side.

Actions

The Actions menu provides a number of additional tools to help you manage intraday operations, Reforecasting, Managing Alerts, Searching for Inactive IDs, and Exporting data.

Initiating a Reforecast

If actuals are deviating significantly from the forecast, you can initiate a reforecast for the remainder of the day using the Reforecast action. Reforecast types include:

• Use all intervals: Calculates the deviation based on all completed intervals since the start of the day.

• Use last X intervals: Calculates the deviation based on a more recent trend.

• Percentage adjustment: Manually enter a percentage change for volume and/or AHT.

The system generates a new forecast (the reforecast) for the rest of the day, which appears as a new line in the charts and tables.

Managing Alerts

To avoid constantly monitoring the screen, configure alerts that notify planners when performance deviates beyond a set threshold.

1. From the Action menu, select Manage Alerts.
2. Set the deviation thresholds for metrics like volume, AHT, or service level.
3. When a threshold is breached, the system sends an alert, prompting the planner to review the Intraday Management page.

Inactive ID Search

The Inactive ID Search helps you find agents with specific skills to cover immediate staffing needs. It displays a side-by-side comparison of active and inactive agents who meet the specified criteria.

Search for inactive IDs

• Use the filters at the top of the window to narrow down the agent pool.
  • Skills/Services: Select one or more skills/services from the dropdown menu to find agents who possess them.
  • Minimum Skill Level: Set the minimum proficiency level required for the selected skills.
  • Include Absent Agent: Optionally, check this box to include agents who are scheduled as absent (e.g., on PTO) in the search results.
  • Search: Use the search bar to further filter the results by agent name or login ID.

• Search results are displayed in a table that separates qualified agents into two categories:
  • Inactive: Agents who meet the skill criteria but are not currently logged in.
  • Active: Agents who meet the skill criteria and are currently logged in.

Export

Export the current view, including widgets, charts, and the data table, to a file for offline analysis or reporting.

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