Intraday Manager

Let's say your center has three skills: Inbound phone, Chat, and Tech Support.

You forecasted that your center would receive 100 calls and 50 chat requests per hour during the morning shift.

But what if something unexpected happens? At 11:00, you see that you received only 20 calls per hour, but 90 chat requests.

You might want to adjust your staffing. You can reduce staffing for the Inbound Phone skill, and free up more time for your agents to handle chat requests.

• Variance, Actual, Forecast, and Reforecast values. The values come from the Intraday table.

  If one of the values is missing, it isn't displayed in the widget. For example, there's no forecast data. The widget displays the Variance, Actual, and Reforecast values, without Forecast.

  The Variance is the percentage between the Actual and the Forecast value. For example, the Actual value is 20 and the Forecast is 50 in the Staffing widget. In this case, the variance percentage is -60%.

  Keep in mind, it can take the latest completed interval up to five minutes get the Actual data. For example, the 11:15 interval ends at 11:30. When looking at the widget, you immediately see the Forecast data but the Actual data could be displayed until 11:35. If the Actual data doesn't get updated, there might be a delay getting the data from your ACD provider. In this case, it can take up to 20 minutes to be displayed.

• Under the values, you see line graphs for the values, measured over the time of the day. The color of each graph represents a different value. Each graph displays the volume of the value (vertical axis) with 15-minutes intervals (horizontal axis).

• Under the graph there's a bar indicating the variance thresholds (color coded), if enabled.

• A time bar at the bottom of the widgets. The time is based on the actual working hours of your organization, and not full days. For example, the widget can show you data from nine in the morning to five in the afternoon (9:00–17:00).

  How time is displayed in the widgets

  The start and end of each day is based on the scheduling unit's operating hours and received data.

  For example, here are the operating hours for three scheduling units:

  • SU1: 8:00–16:00

  • SU2: 8:30–16:30

  • SU3: 9:00–17:00

  The widgets display data from 08:00 until 17:00, even if you filter to display only one of the scheduling units. If there's data received beyond the operating hours, the time is adjusted accordingly. In this example, let's say that an agent starts working early, at 7:00, and started handling interactions. In this case, the time in the widgets starts from 7:00 until 17:00.

The data changes when you change the day you choose to display. If you're looking at:

• Today: The graphs display data from the beginning of the day until your current time.

• Tomorrow: The graphs display data only for Forecast, if available.

• A future day: The graphs only display the forecast data of the published schedule. Let's say you generated a schedule for the next two weeks. You can see forecast data in Intraday for those two weeks.

• A day in the past: The graphs display all the data from that day, with a red line that corresponds with the current 15-minute interval. The Actual, Forecast, and Reforecast values are according to that red line.

  Let's say you open the Intraday Manager at 11:22 on Tuesday, and look back at the intraday data for Monday. The widgets are displaying the values from the 11:00-11:15 interval on that day.

The Volume widget becomes the Volume (without abandoned) widget, displaying the number of calls handled by the selected scheduling units.

Because the widget displays data for handled interactions, there might be a difference between the data for Actual and Forecast:

• The Forecast value includes data for both handled and abandoned interactions.

• The Actual value includes data for handled calls only. Abandoned interactions aren't considered handled.

The highlighted Total row shows the aggregated results of each column. For the AHT, SLA, and ASA metrics, it's the aggregated average.

Let's say you open the Intraday Manager at 11:22. The table displays data for each interval up to the 11:15 row. The Total row displays the aggregated results of each column until the 11:00 interval.

Keep in mind:

• The AHT is calculated per interval and not by the average of the full interactions.

• The Actual data in the Volume metric includes active interactions. This means that an interaction over 15 minutes is counted multiple times. For example, you received one call that was 10 minutes (starting and ending in the same interval), and another that was 20 minutes (spanned over two intervals). the Total Actual data is 3.

• When looking at a future day, the total value of forecast data is for the full day.

Data in the table can be displayed based on channel type: Real time Real-time interactions that must be handled immediately, such as calls or face-to-face meetings, Deferrable Interactions that can be handled later, such as emails, or All channels.

When you filter by Skill, the available options depend on the selected channel type. For Deferrable channels, only skills with the deferrable type can be chosen.

The skills displayed for each channel type are saved when switching between channel types. Let's say you selected Real-time channels. Then you set 10 out of 15 real-time skills. Once you choose Deferrable channels, those 10 skills won't be displayed because they aren't deferrable. When you return to Real-time channels, the 10 skills are selected automatically.

You can see the channel type of each skill on the WEM Skills page. Every skill can be assigned to one channel. For example, you are looking at a skill called English call. The skill is assigned to the Voice channel. Voice channels are real-time interactions.

Keep in mind, Intraday doesn't display data for outbound dialer A service that automatically calls a list of customers interactions.

Users with Cisco UCCX cannot filter by channels or scheduling units.

In the Intraday table, some metrics are calculated by skills, not agents. For example, the Abandoned column in Volume. These metrics cannot be split by a group of agents.

Let's say there are three scheduling units, and you are filtering by one of them. You won't be able to see the Abandoned data. That data isn't measured by agents, but by how many interactions were abandoned per skill.

Because some metrics are calculated by skill:

• Columns containing data that cannot be calculated are empty. This includes:

  • All ASA columns

  • All SLA columns

  • The Actual and Abandoned columns in Volume and AHT

• There may be a discrepancy between the Actual and Forecast columns in Volume and AHT.

  Forecast data is displayed by skill, and Actual data is by agent. The forecast cannot be by agent because it's generated by skill when creating a staffing plan. The discrepancy can happen because the Forecast and Actual data come from different sources.

  See example

  The forecasted volume of a skill is 100 interactions for 12:00. Three scheduling units can handle that skill.

  It's now 13:00 and you check the 12:00 interval. When you aren't filtered by scheduling unit, you see:

  • Forecast: 100

  • Actual: 98

  This means that the call center received 98 interactions during that time, and that the forecast was almost accurate.

  When filtering by one of the scheduling units, Intraday removes data from the two unselected units. You see:

  • Forecast: 100

  • Actual: 75

  The Actual data shows how many interactions the selected scheduling unit handled, but the forecast is still for skill. This way, you see how many interactions this unit handled out of the forecasted amount.

You can color code the cells in the variance columns to highlight when the variance is high or low. The color is defined according to the variance threshold of the metric.

This way, you can see if there are metrics that require your attention.

This is the average amount of time agents spent handling contacts during a 15-minute interval. The AHT is calculated per interval. This means that the AHT cannot be greater than 15 minutes. If an interaction spans more than one interval, the AHT is split between those intervals.

Total AHT data

• The total AHT shows you the average of all intervals.

  For example, you received only one call during the whole day. This call took 65 minutes to handle. The total AHT is 13:00.

  This is what Intraday displays:

  Interval	AHT
  Total	13:00
  11:00	15:00
  11:15	15:00
  11:30	15:00
  11:45	15:00
  12:00	05:00

  Notice that the Total AHT is 13 minutes, despite the call being 65 minutes. This is because the AHT is per interval and the call spanned five intervals (65 minutes ÷ 5 intervals = 13 minutes).

• The Total AHT is calculated per volume and not skill.

  Let's say for Skill A, the volume is 3 and the AHT is 15 minutes. For Skill B, the volume is 2 and the AHT is 10 minutes. The total AHT is calculates by the volume, which is 5 (3 from Skill A + 2 from Skill B). The AHT is 13:00:

  (3×15 + 2×10) ÷ 5 = 13

Columns in the table:

• Actual: The current value for the metric as it comes in from the ACD.

• Forecast: The original forecasted value for that time of the day.

  If the forecast data in Intraday and the forecast job isn't the same

  When you create a forecasting job, the system calculates the forecast data in two stages. First, the data is generated in Forecast Data (step 3 of forecasting), based on the required skills. Second, the system can improve the forecast data by distributing the workload across multiple scheduling units. After defining the Staffing Parameters (step 4), the data is regenerated. This time, the calculation also considers the scheduling units that can handle the interactions. This ensures that the forecast data is as accurate as possible. The forecast data is updated in Staffing (step 5).

  When you generate a schedule based on a forecasting job, the forecast data is based on the data in step 5. The final forecast data is also displayed in the Forecast columns in Intraday.

• Variance: The difference between the actual and forecasted values.

• Reforecast: A new forecast for the rest of the day, based on incoming data from the ACD. Shows data only when reforecast is enabled.

• New Variance: The difference between the reforecast and the actual trend coming from the ACD. Shows data only when reforecast is enabled.

The volume metric is the total volume of interactions (such as calls and chats) at a specific time.

Columns in the table:

• Handled: The number of interactions that started during that interval.

• Active: The number of interactions that are ongoing from the previous interval.

  See example for Handled and Active:

  Let's say you got only 3 calls during the day. All of them started at 11:00. The first lasted 10 minutes, the second 20 minutes, the third 30 minutes.

  This is what Intraday displays:

  Interval	Handled	Active
  11:00	3	0
  11:15	0	2
  11:30	0	1
  11:45	0	0

• Abandoned: Number of interactions that were abandoned during that interval.

  When filtering by scheduling unit (not available for users with Cisco UCCX), the data for this metric will be empty. The data intraday receives is per skill, and it can't be split into scheduling units.

• Actual: Number of handled, active, and abandoned interactions during that interval:

  Actual = Handled+Active+Abandoned

  Keep in mind, the Actual data in the Total row includes the Active data. It includes Active to show the total amount of interactions per interval. This means an interaction can be included more than once, if longer than 15 minutes.

  See example

  Let's say you received only one call during the day. This call took an hour to handle.

  This is what Intraday displays:

  Interval	Handled	Active	Actual
  Total	1	3	4
  11:00	1	0	1
  11:15	0	1	1
  11:30	0	1	1
  11:45	0	1	1
  12:00	0	0	0

  The Actual data in the Total row is four and not one. Why? Because the call spanned four intervals. The Total Actual data shows how many interactions took places per interval.

  When filtering by scheduling unit (not available for users with Cisco UCCX), the data for this metric will be empty. The data intraday receives is per skill, and it can't be split into scheduling units.

  How Actual Volume is calculated for user with CXone ACD

  The volume in the Actual column comes from your ACD.

  If you are using CXone ACD, the actual volume is the sum of these values coming from the ACD (see Data Dictionary):

  (In SLA) + (Out SLA) + (Short Abandons) + (Long Abandons) + (Active) = Actual Volume value

• % Abandoned: The percentage of abandoned calls every 15 minutes. The displayed value is rounded to the nearest whole number. In the report, you can see the exact value.

• Forecast: The original forecasted value for that time of the day. Data prior to April 2024 is rounded to the nearest whole number. In the report, you can see the exact value.

  If the forecast data in Intraday and the forecast job isn't the same

  When you create a forecasting job, the system calculates the forecast data in two stages. First, the data is generated in Forecast Data (step 3 of forecasting), based on the required skills. Second, the system can improve the forecast data by distributing the workload across multiple scheduling units. After defining the Staffing Parameters (step 4), the data is regenerated. This time, the calculation also considers the scheduling units that can handle the interactions. This ensures that the forecast data is as accurate as possible. The forecast data is updated in Staffing (step 5).

  When you generate a schedule based on a forecasting job, the forecast data is based on the data in step 5. The final forecast data is also displayed in the Forecast columns in Intraday.

• Variance: The difference between the actual and forecast values. Data prior to April 2024 is rounded to the nearest whole number. In the report, you can see the exact value.

• Reforecast: A new forecast for the rest of the day, based on incoming data from the ACD. Shows data only when reforecast is enabled. Data prior to April 2024 is rounded to the nearest whole number. In the report, you can see the exact value.

• New Variance: The difference between the reforecast and the actual trend coming from the ACD. Shows data only when reforecast is enabled. Data prior to April 2024 is rounded to the nearest whole number. In the report, you can see the exact value.

The average amount of time it took an agent to answer an interaction after they chose the option to speak to an agent.

When filtering by scheduling unit (not available for users with Cisco UCCX), the data for this metric will be empty. The data intraday receives is per skill, and it can't be split into scheduling units.

Columns in the table:

• Actual: The current value for the metric as it comes in from the ACD.

• Forecast: The original forecasted value for that time of the day.

• Variance: The difference between the actual and forecasted values.

• Reforecast: A new forecast for the rest of the day, based on incoming data from the ACD. Shows data only when reforecast is enabled.

• New Variance: The difference between the reforecast and the actual trend coming from the ACD. Shows data only when reforecast is enabled.

The percentage of total interactions that agents handled within the defined service level agreement threshold.

For example, you want your agents to answer calls within 20 seconds. If your agents answered 60 out of 100 calls within 20 seconds, the SLA is 60.

When filtering by scheduling unit (not available for users with Cisco UCCX), the data for this metric will be empty. The data intraday receives is per skill, and it can't be split into scheduling units.

Columns in the table:

• Actual: The current value for the metric as it comes in from the ACD.

• Forecast: The original forecasted value for the metric as it comes in from the forecasted staffing plan.

  Keep in mind that the SLA value here is defined when forecasting, while the SLA value for the actual column comes from the ACD. This means that there might be different values for the same metric.

  Let's say that the SLA in ACD is defined as answering 80% of the calls within 60 seconds, and that it's defined as 80% in 120 seconds in the staffing plan. In this case, the actual value and the forecasted value will be different.

  When you look at the values in the column, you see two numbers. For example, 80/30. The first value is the SLA, and the second value is how quickly you want your agents to handle the interaction. So the example would mean, answer 80% of the interactions within 30 seconds.

• Variance: The difference between the actual and forecasted values.

• Reforecast: A new forecast for the rest of the day, based on incoming data from the ACD. Shows data only when reforecast is enabled.

• New Variance: The difference between the reforecast and the actual trend coming from the ACD. Shows data only when reforecast is enabled.

Columns in the table:

• Actual: The full-time equivalent A unit that indicates the workload of an agent (FTE) of agents that were considered open State that allows an agent to complete work requirements after finishing an interactionby the ACD, within that time interval. The value is reported as the FTE, rather than individual open agents.

  See more details

  These are the states that agents are considered open by the ACD:

  • Available to handle an interaction.

  • Handling an interaction.

  • After-call work State that allows an agent to complete work requirements after finishing an interaction.

  The total number of minutes that the agents were considered open is then divided by 15 (minutes in one interval). This gives the value in the Actual column.

  See example

  Anna, Kelly, and Martin were scheduled to work between 11:15 and 11:30. During that interval:

  • Anna was considered open for 9 minutes: she was available for calls for 4 minutes, handled one call for 2 minutes, and did after-call work for 3 minutes. She was on break for the remaining 6 minutes.

  • Kelly handled calls for the whole 15 minutes.

  • Martin was available to handle interactions for 6 minutes. After that, he was in a meeting for 9 minutes.

  Anna was open for 9 minutes, Kelly for 15 minutes , and Martin for 6 minutes. Together, they were open for a total of 30 minutes.

  Divide the number of minutes all three agents were open (30 minutes) by the number of minutes in an interval (15 minutes):

  30 minutes agents were open ÷ 15 interval minutes = 2 FTE

  Despite having 3 agents scheduled to work during that interval, the Actual value is 2.

• Required: The full-time equivalent (FTE) A unit that indicates the workload of an agent number of agents required to handle the interactions (such as calls and chats) within that time interval. The number comes directly from the forecast or staffing plan used to generate the schedule.

  See examples

  Let's say:

  • You expect to handle six calls in a 15-minute interval. The average call takes 10 minutes. This means that during the 15-minute interval, your agents need to be available for 60 minutes (10 minutes per call × 6 calls = 60 minutes).

    In this case, the required staffing will be 4.00. Why? Because four agents handling interactions for 15 minutes equals 60.

  • You expect to handle seven calls in a 15-minute interval. The average call takes 10 minutes. This means that during the 15-minute interval, your agents need to be available for 70 minutes.

    In this case, the required staffing will be 4.67 (70-minute total handling time ÷ 15-minute interval = 4.67).

• Scheduled: The FTE number of agents that are scheduled to be open to handle interactions within that time interval.

  See examples

  Let's say you have four agents open during a 15-minute interval:

  This means that your agents will be open for a combined 60 minutes during that 15-minute time interval. The staffing you see is 4.00. Why? Because the 60 combined minutes that they're open, divided by the 15 minutes in the interval, equals 4.

  During that time, two of those agents will have a ten-minute break. This means that your agents will be open for a combined 40 minutes during that 15-minute time interval. The staffing you see is 2.67. Why? Because the 40 combined minutes that they're open, divided by the 15 minutes in the interval, equals 2.67.

• Actual Variance: The difference between the actual number of open agents and the required number from the forecast.

• Scheduled Variance: The difference between the original number of agents scheduled to be open and the required number from the forecast.

If you see an empty cell:

• In the Actual column: This means that no data was received from the ACD. If this continues for more than 15 minutes, contact your administrator.

  When the value is 0, there were no calls during that interval.

• In the Forecast column: This means that you didn't do a forecast for this day, or that it's outside business hours.

• In the Reforecast column: Reforecast might have empty cells when:

  • There's no forecast or ACD data for at least four hours. CXone WFM needs at least four hours of forecast or ACD data before it can generate the upcoming reforecast intervals.

    For example, If your contact center opens at 8:00, the reforecast data will be available from 12:00.

  • The forecast or ACD data is 0 for every interval from the beginning of the day.

    Let's say you look at the forecast column and see that the values for all earlier intervals is 0. In this case, there won't be reforecast data.

  • In any other case, an internal error might have occurred. Click Reforecast again. If this does not solve the issue, contact your administrator.

The data changes when you change the day you choose to display. If you're looking at:

• Today: The table displays data from the beginning of the day until your current time.

• Tomorrow: The table displays data only scheduled and forecast data (if they are available).

• A future day: The table displays the scheduled forecast data. This includes the forecast data in all columns and the scheduled data in the Staffing column. Let's say you generated a schedule for the next two weeks. You can see forecast and staffing data in Intraday for those two weeks.

• A day in the past: The table displays all the data from that day.

Let's say you look at the reforecast column at 15:00, 15:15, and 15:30.

At 15:15, the data gets updated for three intervals: from 15:30 until the end of the day at 16:00. Data from before that interval doesn't get updated.

At 15:30, the reforecast data gets updated again. This time, only the 15:45 and 16:00 intervals are affected.

The reforecast data will be 0 when the forecast value for that interval is 0.

So even if the actual data trend increases when your forecast data is 0, the reforecast will still be 0.

Reforecast might have empty cells when:

• There's no forecast or ACD data for at least four hours. CXone WFM needs at least four hours of forecast or ACD data before it can generate the upcoming reforecast intervals.

  For example, If your contact center opens at 8:00, the reforecast data will be available from 12:00.

• The forecast or ACD data is 0 for every interval from the beginning of the day.

  Let's say you look at the forecast column and see that the values for all earlier intervals is 0. In this case, there won't be reforecast data.

The variance for the metrics is the difference between the forecasted and actual values. However, the same variance value can have distinct meanings. Let's compare two cases for the variance of staffing:

• Case A:

  • Forecast: 100

  • Actual: 130

  • Variance: 30

• Case B:

  • Forecast: 1000

  • Actual: 1030

  • Variance: 30

We can see that the variance for both cases is 30, but in the second case (+3%) it's not as severe as the first (+30%). Based on the variance thresholds, both cases will be color coded differently. It doesn't matter that the variance is the same value.

The Actual data in Intraday is now represented automatically with TTI. If you see a high variance between the Actual data and the Forecast data, it's possible that the Forecast data was generated using WCE. This means that the Forecast data is showing WCE data and the Actual data is TTI. In this case, the data won't match. To make sure the Forecast data is represented by TTI, generate a new forecast and publish the new schedule accordingly.

The forecast data is based on the forecast you used to generate your schedule. Intraday gets updated with the new forecast data once you publish the schedule.

Before you publish the schedule, remember which forecast you selected.

If the forecasting data in Intraday doesn't match the data you expect to see:

• Try removing the filters. When filtering Intraday data by skills, the displayed forecast data is also filtered.

• Check the forecast you selected to generate the schedule. It might different from the forecast you expect.

• Check if you published the schedule. Intraday gets updated with the new forecast data once you publish.

Intraday gets updated with the new forecast data once you publish a schedule. The forecast data is based on the forecast you used to generate your schedule.

The Actual column displays the full-time equivalent A unit that indicates the workload of an agent (FTE) of agents that were considered open State that allows an agent to complete work requirements after finishing an interactionby the ACD, within that time interval. The value is reported as the FTE, rather than individual open agents.

These are the states that agents are considered open by the ACD:

• Available to handle an interaction.

• Handling an interaction.

• After-call work State that allows an agent to complete work requirements after finishing an interaction.

The total number of minutes that the agents were considered open is then divided by 15 (minutes in one interval). This gives the value in the Actual column.

Let's say Anna, Kelly, and Martin were scheduled to work between 11:15 and 11:30. During that interval:

• Anna was considered open for 9 minutes: she was available for calls for 4 minutes, handled one call for 2 minutes, and did after-call work for 3 minutes. She was on break for the remaining 6 minutes.

• Kelly handled calls for the whole 15 minutes.

• Martin was available to handle interactions for 6 minutes. After that, he was in a meeting for 9 minutes.

Anna was open for 9 minutes, Kelly for 15 minutes , and Martin for 6 minutes. Together, they were open for a total of 30 minutes.

Divide the number of minutes all three agents were open (30 minutes) by the number of minutes in an interval (15 minutes):

30 minutes agents were open ÷ 15 interval minutes = 2 FTE

Despite having 3 agents scheduled to work during that interval, the Actual value is 2.

Check if the ACD skill is mapped to the WEM skill. If someone changed the mapping, the data in Intraday will also change.

This solution can help when you see data that’s not what you’re expecting, or if there’s an unexpected drop in the data.

If you see an empty cell:

• In the Actual column: This means that no data was received from the ACD. If this continues for more than 15 minutes, contact your administrator.

  When the value is 0, there were no calls during that interval.

• In the Forecast column: This means that you didn't do a forecast for this day, or that it's outside business hours.

• In the Reforecast column: Reforecast might have empty cells when:

  • There's no forecast or ACD data for at least four hours. CXone WFM needs at least four hours of forecast or ACD data before it can generate the upcoming reforecast intervals.

    For example, If your contact center opens at 8:00, the reforecast data will be available from 12:00.

  • The forecast or ACD data is 0 for every interval from the beginning of the day.

    Let's say you look at the forecast column and see that the values for all earlier intervals is 0. In this case, there won't be reforecast data.

  • In any other case, an internal error might have occurred. Click Reforecast again. If this does not solve the issue, contact your administrator.