Intraday optimization

Intraday optimization allows you to run your operations more effectively and efficiently by responding to and adjusting for variations.

Intraday optimization allows you to:

Identify the variations.

Identify and be alerted to variations from the plan. Variations can include changes in call volume, handle time, service level Set percentage of interactions in WFM that are handled in a defined unit of time. deviations, and staffing variations. Alerts can include email messages, or a Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. statistics view that automatically refreshes.
Understand the reason for the variation.

Use a Queue Analytics statistics view to understand the current and potential future impacts. This view provides information, such as staffing numbers for skills-based environments, and future-looking trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. lines.
Resolve the situation.

After being alerted to an issue, resolve these issues by comparing call arrivals and handle time trends and your base forecast. Reforecast to see the potential future effects if these trends continue. You can then publish a revised forecast to modify the schedule.

With this new forecast, you can then take corrective actions, such as:

Canceling certain activities
Adding overtime (OT)
Asking people to take voluntary time-off (VTO) as appropriate

Active, base, and saved forecasts

A key concept in intra-day optimization is understanding the different types of forecasts:

Active forecast: The forecast that is currently loaded in the Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). module. It is the forecast that is used to generate staffing requirements, and the forecast that is viewable in Queue Analytics. When you save it, the system updates Queue Analytics with any changes made to the active forecast.
Base forecast: Forecast used when you generate and publish schedules. You can make any forecast the base forecast by selecting Base for that forecast.
Saved forecast: Any active forecast can be made a saved instance for later viewing or use. You can create an unlimited number of forecast instances, but it is not required.

Include backlog data in forecasts

Backlog refers to interactions that have not yet been handled. These interactions are still waiting in the work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. before the beginning of the scheduling period.

Backlog interactions remain in the work queue until they are handled. These interactions include email or back-office work (such as payments, order, and claims processing, load underwriting, and account maintenance).