Intraday monitoring overview

Prerequisites

The following permissions:

• Workforce Management > Intraday Monitoring > View permission
• Analytics > Conversation Aggregate > View
• Analytics > User Aggregate > View

• Intraday monitoring uses the planning group configurations that were originally used to create the forecast that is linked to the published schedule for a specific day. Therefore, if planning group configurations have been changed since the forecast was generated, those changes will not be reflected. Actuals displayed in intraday monitoring, including headcount, are based on the planning group configuration when the forecast was created.
• Answered, abandoned, and completed percentages are percent of offered calls.
• For interaction-based metrics, forecast averages are average-weighted by offered.
• For interaction based-metrics, actual averages are average-weighted by completed, with the exception of service level and average speed of answer. Service level is average-weighted by (answered + abandoned). Average speed of answer is average-weighted by answered.
• Service level is calculated as the percent of interactions answered within service level objective of (answered + abandoned) interactions.
• To ensure accurate predicted ASA values, make sure the schedule contains all agents that answer interactions in the planning groups. The predicted ASA calculation only uses the number of agents that handle the planning group from the published schedule.
• Intraday monitoring only displays inbound statistics.
• To compare values between intraday monitoring and other views, make sure you add an appropriate filter.
• Intraday monitoring only includes agents currently in the selected business unit. An agent’s queue membership and which planning groups can be handled are based on the current queue configuration, whether or not the schedule is in the past. Scheduling configuration information (shrinkage, etc.) uses currently configured values.
• In the intraday monitoring grid, the agents Scheduled value displays the average, not total, counts.
• Intraday monitoring uses the planning groups that were used to create the forecast that is linked with the published schedule for that day.
• The schedule must be a published, load-based schedule that includes the date to view in intraday monitoring.
• If actuals appear low in the intraday monitoring view, it could be due to planning group configuration. Remember these key items when you configure planning groups:
  • The <none> option for languages and skills specifically means that the interaction has either no language or no skill. The setting does not mean “any” language or “any” skill.
  • When you configure skills in a planning group, selecting more than one skill means that the planning group is make up of interactions with all the skills selected, not any of skills listed.