You can use the Intraday Plan to see if you have enough staff scheduled to manage your workflow and reach your goals. For every day and each channel (Ticket, Voice, and Chat), you can specify how many agents you need for each 30-minute slot.
How do I use the Intraday Plan?
You simply need to insert how many agents you need in the Target Rows and click Save. Then, you’ll see how many agents are actually scheduled in the next row.
How do I read the Intraday Plan?
For example, say you need 3 agents to reply to tickets between 12:00 pm and 1:00 pm on the 25th of April:
You can see that there are not enough agents scheduled to reply to the tickets. Between 12:00 pm and 12:30 pm there are only 2 agents scheduled instead of the 3 agents needed. Additionally, there are only 2.5 agents scheduled between 12:30 pm and 1:00 pm instead of the 3 needed.