# Intraday Management

# Genesys WFM Intraday Management Documentation

## Study Notes
| Topic | Description |
|---|---|
| Intraday Management | Real-time monitoring of contact center performance |
| Performance Views | Summarized and detailed grid displays of metrics |
| Metrics | Volume offered, AHT, service level, staffing, adherence |
| Activity Codes | Map agent states to schedule states |
| Thresholds | 15, 30, or 60-minute monitoring intervals |
| Real-Time Adjustments | Add/remove agents, modify activities on-the-fly |
| What-If Analysis | Project impact of staffing changes |

---

## Navigation
Menu → Workforce Management → Performance → Intra-Day
OR
Supervisor → Performance → Intraday Monitoring

---

## Intraday Management Overview

Intraday Management is the real-time monitoring and adjustment of contact center operations throughout the day. It compares actual performance against forecasted expectations, enabling supervisors to make data-driven decisions about agent staffing, activity assignments, and schedule adjustments in response to fluctuating demand.

Intraday Management allows supervisors to:
- Monitor real-time performance metrics
- Compare actual vs forecasted volumes and AHT
- Identify service level risks
- Add or remove agents from activities
- Make schedule adjustments for unexpected demand
- Project impact of staffing changes
- Maintain service level targets

### Intraday Management Objectives
- **Performance Tracking** - Monitor actual vs forecast
- **Risk Detection** - Identify service level at risk
- **Quick Response** - Make rapid staffing adjustments
- **Data-Driven Decisions** - Use metrics to guide choices
- **Service Level Maintenance** - Protect SL targets
- **Cost Optimization** - Minimize unnecessary overtime
- **Workload Balancing** - Redistribute work as needed

### Key Metrics Monitored

```
Real-Time Intraday Metrics:

Current (Actual):
├─ Interaction Volume (Offered)
├─ Average Handle Time (AHT)
├─ Service Level % (achieved)
├─ Average Speed to Answer (ASA)
├─ Abandon Rate %
├─ Agents on Queue
├─ Occupancy %
└─ Interactions Handled

Forecasted (Predicted):
├─ Expected Volume (remainder of day)
├─ Projected AHT
├─ Predicted Service Level
├─ Staffing Requirements
├─ Expected ASA
└─ Coverage Gap Analysis

Variance Analysis:
├─ Volume Variance (Actual vs Forecast)
├─ AHT Variance
├─ Service Level Status (On Track/At Risk/Critical)
├─ Staffing Gap (Over/Under)
└─ Trend Direction (↑ improving / ↓ declining)
```

---

## Performance Intraday View

The Intraday View displays real-time and forecasted performance metrics in a detailed grid format, updated continuously throughout the day.

**Intraday View Structure:**

```
Performance Intraday View Grid:

Time Step     | Offered | AHT  | SL %  | ASA  | Agents | Status
──────────────|---------|------|-------|------|--------|────────────
08:00-09:00   |   45    | 280s | 82%   | 18s  |   6    | ✓ On Track
09:00-10:00   |   68    | 290s | 79%   | 22s  |   8    | ✓ On Track
10:00-11:00   |   95    | 310s | 75%   | 28s  |  11    | ⚠ At Risk
11:00-12:00   |   88    | 305s | 77%   | 26s  |  10    | ⚠ At Risk
12:00-13:00   |   52    | 270s | 85%   | 16s  |   6    | ✓ On Track
13:00-14:00   |   65    | 285s | 81%   | 20s  |   8    | ✓ On Track
14:00-15:00   |   72    | 300s | 78%   | 24s  |   9    | ⚠ At Risk
15:00-16:00   |   58    | 295s | 80%   | 21s  |   7    | ✓ On Track

Legend:
✓ On Track = SL within 2-3% of goal (goal 80%)
⚠ At Risk = SL within goal but trending down, or 1-2% below goal
🔴 Critical = SL >2% below goal, immediate action needed

Current Status (as of 13:15):
├─ Offered Today: 543 calls
├─ Average AHT: 292 seconds
├─ Current SL: 79.5%
├─ Service Goal: 80%
├─ Status: On Track (within acceptable range)
```

**View Refresh Intervals:**
- **15-minute intervals** - Most frequent, impacts system performance
- **30-minute intervals** - Balanced (recommended)
- **60-minute intervals** - Less frequent, lower system impact

**Data Display Options:**
- **Summarized View** - High-level overview by hour
- **Detailed View** - Granular metrics with all statistics
- **Graphical View** - Charts showing trends over time

---

## Real-Time Metrics

### Interaction Volume (Offered)

```
Definition: Total number of interactions offered to the contact center

How Calculated:
├─ Sum of all inbound interactions (calls, emails, chats, etc.)
├─ Per time interval
├─ Across selected planning group(s)
└─ Real-time count + forecast for remainder of day

Example:
├─ 10:00-10:15: 25 calls offered
├─ 10:15-10:30: 28 calls offered
├─ 10:30-10:45: 22 calls offered
├─ 10:45-11:00: 20 calls offered
└─ Hour Total: 95 calls offered

Variance from Forecast:
├─ Forecasted: 92 calls
├─ Actual: 95 calls
├─ Variance: +3 (3.3% higher than forecast)
```

### Average Handle Time (AHT)

```
Definition: Average duration of each interaction (call, email, chat)

Components:
├─ Talk Time (conversation)
├─ Hold Time (customer on hold)
├─ After Call Work (processing after call)
└─ Wrap-up Time (notes, documentation)

Example (Voice Interactions):
├─ Call 1: 5 min 30 sec
├─ Call 2: 4 min 45 sec
├─ Call 3: 6 min 15 sec
├─ Call 4: 5 min 00 sec
└─ Average: 5 min 22 sec (322 seconds)

Variance Tracking:
├─ Forecasted AHT: 300 seconds (5 min)
├─ Actual AHT: 322 seconds (5:22)
├─ Variance: +22 seconds (+7.3% higher)
└─ Impact: Requires more agents for same volume
```

### Service Level (SL)

```
Definition: % of interactions answered within target time

Calculation:
├─ Target: 80% of calls answered in 20 seconds
├─ Actual: 82% of calls answered in 20 seconds
├─ Status: ✓ Exceeding target

Examples:
├─ 1,000 calls offered
├─ 800 calls answered ≤20 seconds
├─ 200 calls answered >20 seconds
├─ SL = (800/1000) × 100 = 80% ✓ Target met

Real-Time Example:
├─ Hour 10:00-11:00
├─ Offered: 95 calls
├─ Answered ≤20s: 71 calls
├─ Answered >20s: 24 calls
├─ SL: (71/95) × 100 = 74.7%
├─ Goal: 80%
├─ Status: ⚠ Below target (5.3% gap)
```

### Average Speed to Answer (ASA)

```
Definition: Average time from call offered to agent answer

Calculation:
├─ Sum of all answer wait times
├─ Divided by number of answered calls
├─ Result in seconds

Example:
├─ Call 1: 12 seconds wait
├─ Call 2: 18 seconds wait
├─ Call 3: 25 seconds wait
├─ Call 4: 22 seconds wait
├─ Average: (12+18+25+22) / 4 = 19.25 seconds ≈ 19s

Relationship to Service Level:
├─ SL: 80% in 20 seconds = at least 80% ≤20s
├─ ASA: 19 seconds = average across all calls
├─ Both track speed, different perspectives
└─ SL is goal-focused, ASA is performance-focused
```

---

## Real-Time Adjustments

### Adding Agents to Activity

**Scenario:** Service level dropping (75% vs 80% goal), trend declining

```
Step 1: Identify Risk
├─ Monitoring shows SL at 75% (below 80% goal)
├─ Trend shows -2% per 15 minutes
├─ Current staffing: 8 agents on support queue
└─ Remaining shift: 3 hours

Step 2: Analyze Options
├─ Option A: Pull 2 agents from lower-priority activity
├─ Option B: Authorize overtime for available agents
├─ Option C: Use on-call backup agents
└─ Decision: Option A (least cost impact)

Step 3: Make Adjustment
├─ Modify schedule manually
├─ Assign 2 agents from "Idle" activity to "Support"
├─ Update system in real-time
└─ Effect: Immediate

Step 4: Monitor Impact
├─ Next 15 minutes: SL improves to 78% (trend reversed)
├─ Next 30 minutes: SL reaches 81% (goal achieved)
├─ After 1 hour: Decision made to keep additional agents

Step 5: Cleanup
├─ Removed agents: Return to original activity
├─ Overtime: Document and approve as needed
└─ Analysis: Record what worked for future reference
```

### Modifying Activity Assignments

**Scenario:** Email queue backing up, response times extending

```
Current State:
├─ Email queue: 250 emails waiting
├─ Average response time: 2.5 hours
├─ Goal: 1.5 hours response
└─ Staffing: 4 agents on email

Decision: Temporarily assign chat agents to email

Action:
├─ Identify 2 available chat agents
├─ Reassign to email activity
├─ Update their work assignment in real-time
├─ System recalculates workload

Result:
├─ Email staffing: 4 → 6 agents
├─ Queue starts processing faster
├─ Response time improves to 1.8 hours
├─ Chat queue slightly longer but acceptable

Reversal:
├─ When email clears, chat agents reassigned
├─ Return to normal staffing model
```

### Schedule Intraday Rebuild

WFM can regenerate schedules for specific days based on updated demand:

```
Use Case: Unexpected surge in volume

Morning (09:00):
├─ Forecast: 2,000 calls for day
├─ Actual by 09:30: 500 calls already (ahead of pace)
├─ New projection: 3,000 calls (50% surge)
├─ Current schedule: Insufficient

Action: Intraday Schedule Rebuild
├─ Select days: Today (rest of day)
├─ Recalculate staffing: Based on new forecast
├─ Generate new schedule: For current time forward
├─ Adjust Agent assignments: For remainder of shift
├─ Publish changes: To affected agents

Result:
├─ Schedule optimized for actual demand
├─ Additional agents added to peak periods
├─ Prevents service level failure
├─ Agents notified of schedule changes
```

---

## What-If Analysis

The What-If calculator allows supervisors to project impact of staffing changes before implementing them.

**What-If Process:**

```
Current State:
├─ Volume offered: 95 calls/hour
├─ AHT: 300 seconds
├─ Staffing: 10 agents
├─ Projected SL: 81%

Question: What if we add 2 more agents?

What-If Calculation:
├─ Input: Staffing = 12 agents (instead of 10)
├─ Calculate new SL: 87%
├─ Calculate new ASA: 15 seconds (instead of 18)
├─ Calculate new occupancy: 72% (instead of 80%)

Question: What if volume increases 20%?

What-If Calculation:
├─ Input: Volume = 114 calls/hour (95 × 1.2)
├─ Calculate new SL: 76% (with 10 agents)
├─ Calculate new ASA: 23 seconds
├─ Calculate new occupancy: 95%

Conclusion:
├─ Need to add 3-4 agents to maintain SL
└─ 20% volume increase requires ~30% staffing increase
```

**What-If Variables:**
- Staffing levels (agents on activity)
- Interaction volume (offers per hour)
- Average handle time (seconds per interaction)
- Service level goal (% in seconds)
- Occupancy target
- Shrinkage rate

---

## Activity Code Management

Activity codes map agent states to schedule states for adherence and reporting. They represent what agents are doing at any given time.

**Common Activity Codes:**

```
On-Queue Activities (Customer-Facing):
├─ Inbound Call - handling incoming calls
├─ Inbound Email - responding to emails
├─ Inbound Chat - managing chat conversations
├─ Outbound Call - making outbound calls
├─ Callback - handling scheduled callbacks
├─ Workitem - handling task-based work
└─ Multi-Activity - performing multiple types

Off-Queue Activities (Non-Customer):
├─ Break - scheduled break time
├─ Meal - lunch or meal period
├─ Training - formal training session
├─ Meeting - team or coaching meeting
├─ Administrative - paperwork, documentation
├─ Idle - waiting for next interaction
├─ After Call Work - call follow-up work
└─ Time Off - approved absence

Special Activities:
├─ Exception - unscheduled activity
├─ Overtime - additional hours
├─ Shift Trade - schedule swap
├─ Unavailable - temporarily not available
├─ Coaching - one-on-one coaching session
└─ Quality - call monitoring
```

**Activity Code Mapping:**

```
Schedule State Group: On-Queue Voice

Maps to Real-Time States:
├─ WaitingForNextCall → Idle/Available
├─ Connected → Connected/Call
├─ Held → Held/Call
├─ AfterCallWork → ACW/Post-Call
└─ Reason Codes:
    ├─ "C100": Connected call
    ├─ "BRK": Break (if mapped)
    └─ "TRN": Training (if mapped)

For Adherence:
├─ Agent scheduled: On-Queue Voice 10:00-15:00
├─ Agent actual: Connected (Connected call)
├─ Mapping: Connected maps to On-Queue ✓ Adherent
│
├─ Agent actual: Break (taking break)
├─ Mapping: Break mapped to On-Queue? If yes ✓ Adherent
│           If no ✗ Non-adherent
```

---

## Monitoring Views

### Summary View (By Time Interval)

```
Hourly Summary View - Support Planning Group

Hour      | Offered | AHT  | SL %  | Staffing | Occupancy | Status
──────────|---------|------|-------|----------|-----------|──────────
08:00-09  |   42    | 280s | 84%   |    5     |    68%    | ✓ Good
09:00-10  |   68    | 290s | 81%   |    8     |    79%    | ✓ Good
10:00-11  |   95    | 310s | 75%   |   11     |    87%    | ⚠ Risk
11:00-12  |   88    | 305s | 77%   |   10     |    85%    | ⚠ Risk
12:00-13  |   52    | 270s | 86%   |    6     |    62%    | ✓ Good
Daily Avg |  349    | 293s | 80.6% |    8     |    76%    | ✓ On Target
```

### Detailed View (By Agent)

```
Agent-Level Intraday View - Current Time 14:30

Agent Name  | Activity  | Duration | SL Target | Status    | Notes
────────────|-----------|----------|-----------|-----------|─────────────
Agent_001   | Connected | 4:23     | Speaking  | ✓ OK      | Handling call
Agent_002   | ACW       | 1:05     | After CW  | ✓ OK      | Wrapping up
Agent_003   | Available | 0:00     | Available | ✓ OK      | Ready for next
Agent_004   | Break     | 8:30     | On Break  | ✓ OK      | Scheduled break
Agent_005   | Connected | 5:47     | Speaking  | ⚠ Long    | Extended call
Agent_006   | Training  | 1:15:00  | Training  | ✓ OK      | Product training
Agent_007   | Off       | OFF      | Time Off  | ✓ OK      | Approved absence
Agent_008   | Idle      | 2:15     | Available | ✓ OK      | In queue

Summary:
├─ Agents Available: 3
├─ Agents Connected: 2
├─ Agents Off-Queue: 3
├─ Total Team: 8 agents
```

---

## Performance Scenarios

### Scenario 1: Volume Spike

```
Tuesday 11:00 AM - Unexpected Surge

Timeline:

10:00:
├─ Forecasted: 85 calls this hour
├─ Actual: 82 calls (on track)
├─ SL: 81%
└─ Staffing: 10 agents

10:30: Alert! Volume Spike Detected
├─ Trend: +35% above forecast
├─ Current: 60 calls in 30 min (120/hour pace)
├─ Projected: 115 calls for 11:00 hour
├─ Impact: SL likely to drop to 72% (below 80% goal)

11:00: Supervisor Takes Action
├─ Analysis: Need +3 agents to maintain SL
├─ Action: Pull 2 agents from email queue + 1 from callback
├─ New Staffing: 13 agents on support
├─ Notify agents: Immediate activity change
├─ Update schedule: Reflect change

11:30: Monitor Impact
├─ Actual: 118 calls for hour (matched projection)
├─ SL achieved: 79.5% (close to goal)
├─ Occupancy: 91% (high but acceptable)
├─ Status: ✓ Crisis averted

11:45: Plan Staffing Reversal
├─ Volume trend: Normalizing
├─ Project: Peak ending at 13:00
├─ Plan: Return agents to original activities at 13:15
├─ Communication: Notify agents of planned change

Result:
├─ Service level maintained through spike
├─ Agents reassigned with notice
├─ Customer experience protected
├─ Learning: Update forecast model for this day type
```

### Scenario 2: Service Level Failure

```
Thursday 15:00 - Service Level Deteriorating

14:00:
├─ SL: 82%
├─ Trend: Stable
└─ Action: Monitor

14:15:
├─ SL: 81%
├─ Trend: -1%
├─ Action: Watch closely

14:30:
├─ SL: 80%
├─ Trend: -1%
├─ Action: Prepare contingency

14:45:
├─ SL: 78%
├─ Trend: Worsening
├─ Action: IMMEDIATE RESPONSE NEEDED

Analysis:
├─ Root Cause: 2 agents called in sick
├─ Current: 9 agents (down from scheduled 11)
├─ Current SL: 78%
├─ Needed SL: 80%
└─ Solution: Add 2-3 agents within 30 min

Options:
├─ A) Callback on-call agents (20 min lag)
├─ B) Offer voluntary overtime (immediate)
├─ C) Pull from other activities (immediate)
└─ Selected: A + C (both)

Action Taken:
├─ Authorize voluntary overtime (3 agents offered)
├─ Pull 1 agent from lower-priority activity
├─ Call on-call agent (ETA 20 min)
├─ Temporary staffing: 10 agents

Result by 15:30:
├─ Additional agent arrives
├─ Staffing: 12 agents
├─ SL recovers to 81%
├─ Goal achieved

Closeout:
├─ Paid overtime to 3 volunteers
├─ Approved additional staffing for rest of week
├─ Reviewed scheduling process for gaps
└─ Cost impact: ~$400 additional labor
```

---

## Best Practices

### Real-Time Monitoring
- **Constant Vigilance** - Watch trends, not just snapshots
- **Threshold Management** - Set alerts for SL drop (e.g., -2%)
- **Trend Awareness** - Declining trends warrant early action
- **Granular Intervals** - 15-30 min intervals catch problems early
- **Regular Review** - Check every 15-30 minutes during peak

### Decision Making
- **Data-Driven** - Use what-if calculator before acting
- **Proportional Response** - Match staffing change to demand
- **Communication** - Notify agents of changes promptly
- **Documentation** - Record actions and reasons
- **Learning** - Review decisions post-shift for improvement

### Staffing Adjustments
- **Minimize Disruption** - Use lowest-impact sources first
- **Early Action** - Add agents before crisis, not during
- **Reversal Planning** - Plan removal of extra agents early
- **Cost Awareness** - Balance service vs overtime cost
- **Agent Care** - Provide notice of changes when possible

---

## Interview Cheat Sheet

| Question | Answer |
|---|---|
| What is intraday management? | Real-time monitoring and adjustment of operations |
| Key metrics monitored? | Volume, AHT, SL, ASA, abandon rate, occupancy |
| What's intra-day view? | Grid display of real-time and forecasted metrics |
| Monitor intervals? | 15, 30, or 60-minute intervals |
| What's AHT? | Average handle time - duration per interaction |
| What's SL? | Service level - % answered within target time |
| What's ASA? | Average speed to answer - wait time average |
| What's occupancy? | % of time agents spend handling interactions |
| What-if calculator? | Projects impact of staffing/volume changes |
| Activity codes? | Map agent states (on-queue, break, etc.) |
| When add agents? | SL dropping, trend negative, volume spike |
| Intraday rebuild? | Regenerate schedule based on new demand |
| Real-time adjustment? | Reassign agents between activities immediately |
| Yellow/red status? | Yellow = non-adherent, Red = severely non-adherent |
| How respond to spike? | Monitor, calculate need, reassign agents |

---

## Key Takeaways

- **Real-Time Visibility** - Constant monitoring of actual vs forecast
- **Data-Driven Decisions** - Use metrics to guide staffing changes
- **Quick Response** - Make adjustments within minutes of risk detection
- **Service Protection** - Prevent SL failures before they occur
- **What-If Planning** - Project impact before implementing changes
- **Activity Flexibility** - Dynamically assign agents to needs
- **Trend Awareness** - Declining trends warrant proactive action
- **Communication** - Notify agents of changes promptly
- **Cost Balance** - Optimize service level vs labor cost
- **Continuous Learning** - Review and improve daily decisions

---

## Additional Resources

### Official Documentation
- Intraday Monitoring: help.genesys.cloud/articles/intraday-monitoring-overview/
- Performance Views: all.docs.genesys.com/PEC-WFM/Current/Supervisor/PrfmIntrDyVw
- Activity Codes: help.genesys.cloud/articles/activity-codes-overview/

### Support & Training
- Genesys University: genesys.com/training
- Community Forums: https://community.genesys.com
- Technical Support: https://support.genesys.com

---

## Document Version Info
**Last Updated:** March 2026  
**Source:** Genesys WFM Official Documentation  
**Validated:** Current with January-March 2026 releases  
**Version:** 1.0