The web Intraday tool provides continuously updated information regarding today's incoming traffic, performance and staffing in four tabs.
- Compare the forecasted calls and forecasted average handling time to the actual calls and actual average handling time.
- Review the predicted service level and actual service level, and see the abandon rate and the average speed of answer.
- View the forecasted agents and the scheduled agents side by side with the calculated number of agents needed based on the actual volumes, and how that would affect the rest of the day if it continues like it has started.
- Table view tab presents all the measures in the Intraday tool for the selected day in one table.
The data is updated continuously by changes in the schedule or forecast, or with new actual call data being loaded from the ACD platform.
- 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
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