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