Dynamic Delivery

Find and Deliver Active Wait Time

Intradiem monitors call volume and service levels to find and aggregate idle time to push activities to each agent desktop, moving these activities into Active Wait time.

Real time integration with the Automated Call Distributor (ACD) system allows Intradiem’s powerful rules-based system to find the time to prompt agents to complete the tasks on their to-do list – without affecting service levels. Delivery thresholds can be specified by service level metric, queue, and activity type. This integration ensures that the highest priority tasks are delivered during sudden drops in call volume that can’t be forecasted by traditional WFM tools. In addition, if an agent is engaged in Active Wait time activities and call volume increases, Intradiem automatically prompts the agent to return to call handling.

Video: Dynamic Delivery Overview

Watch how Intradiem monitors call volume and service levels to find and defragment idle time to push personalized and prioritized activities to agents’ desktops.