Intraday reforecasting allows for the contact center to reevaluate workforce management needs based on day-of trends in volume, average handle time, and service levels. Typically, the platform will display the number of expected contacts – also known as the original forecast – alongside the day’s real-time actuals by interval. From there, a reforecast can be run for the rest of the day to assess what action should be taken to help mitigate gaps or surpluses.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.
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