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Intraday Management
Use the Intraday Management dashboard to identify and resolve staffing gaps caused by agent adherence or an unforeseen spike in demand. Monitor agents’ real-time adherence and align your workforce with the current business day’s schedule. Based on fluctuating demands, you can assign agents to new channels or other activities. You can also give agents a granular breakdown of their shift activities and notify them when their schedule changes.
Required Editions
| Supported Editions for Workforce Engagement Management |
| User Permissions Needed | |
|---|---|
| To view, create, and edit workload histories, intelligent forecasts, and to view and create capacity plans: | Workforce Engagement Analyst or Workforce Engagement Planner |
| To view, create, and edit shifts and shift segments: | Workforce Engagement Planner |
| To receive email notifications from Intraday Management: | Workforce Engagement Agent |
The Intraday Management dashboard has two views: The Data Graph View and the Team Management View. The Data Graph View shows you over or understaffing throughout the business day. The Team Management View lets you resolve those staffing gaps and shift adherence issues by adjusting the schedule. Interaction with these views and other Intraday Management features depends on whether you’re working in an Omni-Channel queue-based routing workflow or a non-Omni workflow.
| Feature | Omni-Channel Queue-Based Routing Workflow | Non-Omni Workflow |
|---|---|---|
| Data Graph View | X | |
| Team Management View | X | X |
| Real-Time Adherence | X | |
| Automated Email Notifications | X | X |
Customers in an Omni-Channel queue-based routing workflow base their Intraday Management dashboard on a capacity plan. Customers in a non-Omni workflow base their Intraday Management dashboard on a service territory.
Monitor Staffing with the Data Graph View
You can use the Data Graph View if you’re using an Omni-Channel queue-based routing workflow. Customers using this workflow select a capacity plan as the basis of the view. The capacity plan must meet the following criteria:
- It was built in an Omni-Channel queue-based routing workflow
- It’s a short-term plan
- If launching the dashboard for the first time, the plan must contain data that covers at least the next 24 hours.
You can view up to 24 hours worth of data, defined by the time zone in your operating hours. Filter the information by job profile, time, or date to focus on areas for schedule improvement.
An active Data Graph View shows four pieces of information.
| Graph Key | What It Tells You |
|---|---|
| Scheduled | How many agents are assigned to a shift that meets the criteria:
|
| Forecasted | The recommended number of agents to schedule. |
| Overstaffed | Filter by job profile to see the overstaffing numbers. Hover over a bar to see how many agents to reassign to a different shift. |
| Understaffed | Filter by job profile to see which areas are understaffed. Hover over a bar to see how many agents are needed. |
Resolve Staffing Gaps with the Team Management View
View each agent’s schedule broken down by shift segments or tasks.
Shift segments are color-coded by type of activity. You can then change an agent’s shift segment if you’re over- or under-staffed in a particular area.
- The Data Graph View shows that you’re understaffed for a particular job profile, such as phone calls. Look for agents who are working in a different job profile, and change their shift segment type to phone calls.
- The Data Graph View shows that you’re overstaffed for a particular job profile, such as emails. Choose a few agents who are currently assigned to the Email shift segment type, and reassign them to a different job profile.
- An agent is supposed to be working on emails, but the Team Management View shows that they’re out of adherence. The agent tells you they’re wrapping up a live chat with an important customer. You adjust their schedule to give them 10 more minutes of live chat time.
After adjusting an agent’s shift or shift segment, the Team Management View is updated automatically. Manually refresh the Data Graph View to see it reflected there.
Agents are notified when a new shift is assigned to them, a shift’s job profile changes, or a shift segment on an assigned shift changes.
- Real-Time Adherence
Team leads can see which agents are working in their assigned shift segments and which agents are out of sync with their schedule. When agents are out of sync past a defined threshold, they’re considered out of adherence. A red line in the agent’s current shift segment indicates that the agent is out of adherence. The agent also receives an error message in Agent Home. The team lead can then communicate with the agent, determine why they’re out of adherence, and update their shift if necessary. - Email Notifications for Intraday Management
Email Notifications for Intraday Management An email notification is sent to an agent when they’re assigned a shift, a shift’s job profile changes, or a shift segment on an assigned shift changes. Notifications are sent to the address in the Email field on an agent’s user profile. - Admin Checklist for Intraday Management Setup
Before your planners can launch and use the Intraday Management dashboard, configure Workforce Engagement for Intraday Management. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow. - Create Your Intraday Management Dashboard
After you build your Intraday Management dashboard, you refresh it each morning for the current business day’s data.
