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Staff for the day you’re actually having.
See planned against actual as the day unfolds, and fill gaps the same day with extra hours and shift swaps.
Illustrative day
The forecast is a good guess. The day is the truth.
Intraday management keeps the schedule honest while the day runs, so a surprise at 11:00 gets fixed at 11:30, not discovered in tomorrow’s report.
Who’s early, late or off schedule.
Supervisors see the plan next to what is really happening, as it happens, rather than in tomorrow’s report.
Open hours find a name.
When coverage slips below the need, the gap is offered to agents as extra hours or a swap as it opens, on the same day, from their own desktop.
- Offered the moment a gap opens
- Extra hours or a shift swap
- Taken same day, no phone calls
Illustrative slots
Voice and digital, staffed apart.
Voice and digital work are forecast separately, so chat and email queues are staffed on their own curve rather than borrowed from the phone line.
Illustrative forecast
Illustrative forecast
Adjust for the launch, the holiday.
The AI draft is a starting point. Adjust for a campaign launch or a holiday, and the schedule updates with it.
- Start from the AI forecast
- Nudge it for what you know
- Staffing follows the new curve
Agents ask. Your rules answer.
Agents trade shifts and request leave from their own desktop. The rules you set decide what is approved automatically and what goes to a supervisor.
Illustrative requests
Import, forecast, schedule, track.
No spreadsheets to upload. Volumes already live in the platform, and the same data feeds the forecast, the schedule and the live view.
- Import
Volumes by queue, channel and interval are already in the platform.
- Forecast
AI drafts the curve. Adjust it for a launch or a holiday.
- Schedule
Shifts, breaks and time off are drafted, then published in one step.
- 4Track
Adherence, swaps and gaps are handled through the day.
Intraday management, answered.
It lets you adjust staffing during the day, comparing planned against actual as it happens.
Supervisors see who is early, late or off schedule live, rather than in tomorrow’s report.
Gaps are offered to agents as extra hours or shift swaps as they open.
No. Voice and digital work are forecast separately, so chat and email queues are staffed on their own curve.
Yes. Agents trade shifts and request leave from their own desktop, and the rules you set decide what is approved automatically.
Fix the gap while it’s today.
Talk to us about intraday management for your contact centre.