Series: Intraday monitoring

Intraday monitoring overview


Prerequisites

  • Workforce Management > Intraday Monitoring > View permission

Intraday monitoring enables you to see the differences between what was originally forecast and what actually occurs in real time for the current day. Administrators can make informed schedule adjustments throughout the day to suit changing conditions; for example, add agents to improve service levels or send agents home if too many agents are available. Intraday monitoring is mostly beneficial for monitoring the current day’s actual activities, but can also be useful to view data from past or future days. 

Notes:
  • 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.
  • Intraday monitoring only includes agents currently in the selected management unit. An agent’s queue membership and names 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.
  • The schedule must be a published, load-based schedule that includes the date to view in intraday monitoring.

You can use the intraday monitoring features to compare the forecast and actual contact center activity, including the number of interactions or average handle time, in the data column view. The information is displayed in numeric value of each 15-, 30-, or 60-minute interval, and includes columns that highlight the differences between forecast data and actual data.

Red values mean the data should be further investigated. Summary values appear at the top. The forecast value summaries are for the full user-selected time range, whereas the actual value summaries are for the historical range. 

By default, the intraday monitoring view displays the following metrics. To add, remove, or change the displayed order, see Manage the displayed metrics.

  • Service Level
  • Offered
  • Answered
  • Abandoned
  • Average Handle Time
  • Agents

Hidden by default:

  • Completed
  • Average Talk Time
  • Average After Call Work Time
  • Average Speed of Answer
  • Occupancy


View from a different time-zone

By default, this view uses the management unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. This option is helpful for administrators who access the view from a different time zone.

Access the intraday monitoring view

  1. Click Admin
  2. Under Workforce Management, click Intraday Monitoring. 

For more information about intraday monitoring, see the following articles.

Task Description
Work with the intraday monitoring view Perform various tasks in the intraday monitoring view.
Manage the displayed metrics Add, remove, rearrange, and configure the metrics displayed in intraday monitoring.
Export intraday monitoring data

Export intraday monitoring data in CSV format so that you can import it into future forecasts.

Change intraday monitoring display options

Change the display interval; select the time format to display; configure minimum target percentages for answered, abandoned, and completed interactions.

Workforce management metric definitions

Learn about the metrics available in intraday monitoring.


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