Create Your Intraday Management Dashboard

After you build your Intraday Management dashboard, you refresh it each morning for the current business day’s data.

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

Create Your Dashboard in an Omni-Channel Queue-Based Routing Workflow

From the App Launcher, find and select Intraday Management.
Click Let’s Go.
Select a capacity plan that meets this criteria.
1. The plan is built in an Omni-Channel queue-based routing workflow.
2. The plan is short term.
3. The plan must contain data that covers at least the next 24 hours.
The service territory field that was initially on the page will disappear after you choose a capacity plan.
Save your changes.
At the start of each business day, click refresh in the Data Graph View to get today’s information in both the Data Graph and Team Management views.

Note You can change the capacity plan associated with your Intraday Management Dashboard at any time. Click Edit above the Data Graph View.

From the App Launcher, find and select Intraday Management.
Click Let’s Go.
Select No Plan in the Capacity Plan dropdown menu.
Select a service territory.
Save your changes.
At the start of each business day, click refresh in the Data Graph View to get today’s information in both the Data Graph and Team Management views.

Note You can change the service territory associated with your Intraday Management Dashboard at any time. Click Edit above the Data Graph View.

Intraday Management Dashboard Overview
Review rep’s shifts, staffing levels, and resource absences for the selected day. The Intraday Management page displays a list of agents, shifts, and resource absences.
Filter the Intraday Management Dashboard
Use a filter to identify staffing gaps in a particular job profile across the Intraday Management Dashboard. You can also filter the Data Graph View by time.

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