FAQ: Why doesn’t intraday monitoring show the number of scheduled agents that I expect?


Intraday scheduled agents are based on the agent’s current capabilities and whether they can handle all the route paths in the selected planning group.  Intraday monitoring uses the planning groups that were used to create the forecast that is linked with the published schedule for that day. For agents to count as “Actual Agents,” the agent’s current capabilities need to match the planning group configuration at the time the forecast was generated.