What is Intraday Management?

Intraday management is the workforce management process/activity of monitoring the current day’s volumes and trends and making changes to schedules accordingly. You can have the most accurate forecast and most optimized schedule in the world, but unexpected occurrences are always going to pop up and throw a wrench in the works. That’s life! An agent’s child gets sick, an unexpected website outage triggers an influx of inbound calls, marketing runs a sale without advanced notice, etc. When these things happen, the best course of action is to execute an intraday reforecast and tweak your schedules to cover your gaps.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.