Why are intraday monitoring actuals lower than I expect to see?

If actuals appear low in the intraday monitoring view, it could be due to planning group configuration.  Key items to remember when configuring planning groups:

  • The <none> option for languages and skills specifically means that the interaction has either no language or no skill. It does not mean “any” language or “any” skill.
  • When configuring 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.