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Intraday ManagementBest Practices

Aaron CashDirector of Product

Management

Intraday Management

• Get a good outlook at the day ahead- Identify times that

may have overages / insufficiencies

- Review forecast volumes and staffing distribution

• Ask agents at the start of day if they are interested in staying later or leaving earlier

• By establishing a list of go-to agents in case your forecast does not hold up you are not left scrambling to cover

Staffing Adjustments

• In periods of unexpected low volume,  add trainings/meetings on the fly

• Do mass event adds to schedules

Staffing Adjustments

• Achieve greater accuracy and efficiency

• Re-forecast every ½ to 1 hour• Be aware of how calls are

trending• Sometimes forecasts are created

weeks or months earlier• Ensure you are using latest data

to plan strategically and not just being reactive

Intraday Forecasting

• Take note of real-time data: Watch out for over/under staffing changes

- Track staffing by skills- Monitor intervals or rolled-up daily periods- Track deviations by percentage or labor hours

Intraday Management

Intraday Management

• Auto-pilot guidance- Alerts guide you with 4-to-6 hour

projections- Free up time to focus on future planning

• Monitor issue trends to manage staffing of skilled agents- Match agents to issues for

best response

Skills Matching

• Monitor activity via threshold notifications- Call volume forecast vs. actual- Staffing levels: Lunch, breaks,

meetings, PTO / call-offs- Service levels- Call queue levels

Use Threshold Notifications

• Don't pay too close attention to all "decimal points". - This ties in with knowing

your data, but goes a step further.

- Just because your AHT is a few seconds over goal or service level is not spot-on target does not mean your plan or model for the day is wrong.

Don’t Overanalyze Data

• Just because you can measure it, does that mean you should?

• Know your data and how it impacts customers: Manage to that!

• Metrics are important, but being drowned in data makes you slow to react: Service level, ASA, FCR, Abandon rate, AHT, ACW

• Real-time reporting puts actionable information at hand: How you use it is equally important!

Using Data Appropriately

• Proactive intraday workforce management is easier than you think

• Remember: The contact center environment is very fluid- Anticipate fluctuations- Be ready for change and adapt

as needed

Be Proactive

• Questions?• More information:

- www.uptivity.com/products/workforce-management

Toll-free phone: 888-922-5526Email: info@uptivity.com