Leveraging Your Technology

How Intradiem Works with Your Existing Technology

Intradiem integrates with call center ACD, WFM tools, LMS and more.

Many technologies in the call center improve agent productivity and performance such as workforce management (WFM), automatic call distributors (ACD), quality monitoring and learning management systems (LMS). Intradiem's intraday management platform integrates with these systems to make agent idle time productive without scheduling.

A few key integrations make this possible:

ACD

Intradiem integrates with the call center’s ACD system to find and aggregate pockets of idle time for individual agents. It does this by monitoring key customer-identified ACD metrics in near real time, approximately every 15 seconds, using rules defined by you for the center overall or by queue. If these rules determine service levels are in compliance, Intradiem then pushes a prompt directly to one or more agent desktop(s). Upon receiving this prompt, the agent shifts focus to complete any activity that is assigned. 

Intradiem continues to monitor service levels during the session. Should service levels go out of compliance, it will interrupt one or more agents so they can return to the phones. Any content missed is captured and automatically redelivered at a later time using similar rules and parameters defined for the initial delivery.

WFM

Centers typically use WFM solutions to schedule staff in advance based on historical call volume and other considerations. Intradiem can work in conjunction with WFM to provide the ability to dynamically respond to call volume, eliminating the need to “hard-schedule” many off-phone activities. Intradiem integrates with WFM to import agent schedules so sessions are delivered only during acceptable time periods. Sessions are not allowed to conflict with higher priority scheduled activities such as lunch, break or end of shift.  When Intradiem delivers a session that was not on the original schedule, an exception code reflecting that change is written back to WFM so there are no adherence issues.

LMS

Intradiem integrates with any existing LMS to find the time to deliver learning sessions for completion in your system. It can also report on whether the session was productive or not (i.e. did the agent spend time in the task he/she was assigned) as well as track receipt and delivery of content.

Activities in Other Systems

Any activity that an agent can complete during off-phone time can be delivered via Intradiem to the desktop. Examples of these other systems include quality monitoring, coaching, knowledge bases, intranets, performance management, HRIS, employee surveys, email, social media interactions, assessments, and many others.

The integration with your existing technology is seamless and service levels are never compromised.