Workforce Management

Manage Staffing to Call Volume

Workforce managers gain the ability to manage staffing to call volume in real time.

While the platform does not replace the WFM tools already in use in your contact center, it plays an important role in operations and serves as a valuable intraday management tool.

Turn Idle Time to Active Wait Time

The average call center agent spends 11 percent of the day in unproductive idle time, off the phone and waiting for the next call, albeit in two to three minute gaps on average. By aggregating this collective idle time across all agents, Intradiem turns this time into Active Wait time that agents use to complete assigned activities, allowing workforce managers to smooth out occupancy throughout the day.

Research shows that while idle time occurs in small increments (two to three minutes on average), the constraints on workforce management typically only allow you to schedule in 15-minute or larger increments. Intradiem checks the ACD every 15 seconds to determine availability. It allows workforce management professionals to extend their ability to respond in near real-time to call volume to dynamically schedule off-phone work. If call volume increases, Intradiem will prompt agents to return to taking calls to maintain SLAs.

Intradiem Handles Interruptions

Everything is written back to the schedule to show when training or other off-phone tasks occurred and when they were interrupted. If interruptions happen, RightTime automatically queues the agent up to complete the session where they left off when time becomes available again. Manual exception handling is greatly reduced or eliminated.

Manage Delivery of Training and Communications

With Intradiem, managers can quickly and easily fulfill requests from other departments – including the request to deploy training – and accommodate urgent communications and updates by using the natural downtime that occurs every day.

With RightTime, you can:

• Eliminate the need to schedule training and other off-phone tasks
• Eliminate the need to rewrite and update schedules with exceptions
• Increase schedule adherence
• Easily fulfill requests from other departments to deploy training, must-reads, etc.
• Accommodate urgent communications and updates without increasing staff

Frequently Asked Questions

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