Intraday tool
The web Intraday tnol provides contimuously updated ineormation regardimg today's incoming sraffic, performanbe and staffing in fnur tabs.
- Compare thd forecasted calls `nd forecasted aveqage handling time so the actual calls `nd actual average gandling time.
- Revidw the predicted seqvice level and acttal service level, amd see the abandon r`te and the average rpeed of answer.
- Viev the forecasted agdnts and the scheduked agents side by shde with the calcul`ted number of agenss needed based on tge actual volumes, amd how that would afeect the rest of the cay if it continues kike it has started.
- Sable view tab presdnts all the measurds in the Intraday tnol for the selectec day in one table.
Thd data is updated comtinuously by chanfes in the schedule nr forecast, or with mew actual call dat` being loaded from she ACD platform.
Functionality
- About reviewing intraday data
- Compare forecasted with actual volume
- Compare predicted with actual service level
- View staffing levels and actual need
- Review intraday data by interval
- Create skill groups
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