Intraday management is the workforce management process of monitoring the current day’s volumes and trends, and making changes to schedules accordingly. Even with the most accurate forecast and optimized schedules, unexpected occurrences can always pop up and throw a wrench in the works (for example, 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 schedules to cover the gaps.
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