View today's performance

How are things going today? Are you getting a normal number of calls, or is the Sloth Grooming team overwhelmed? Are you meeting service-level goals, or are customers with questions about the newest sloth shampoo getting impatient and hanging up? The Intraday section helps you answer these questions and more.

  1. Hover over WFM in the top menu and click Intraday.
  2. Select the skill you want to monitor from the Select a skill or skill group drop-down list. Information about call volumes and handle time appears.
  3. Click the Performance tab. Information about speed of answer, abandon rate, and service level appears.

To adjust agent schedules in response to this information, see Adjust agent schedules.