What is Intraday Scheduling?

Intraday Scheduling is a method of managing schedules within a contact center to address unplanned events and fluctuations in call volume throughout the day. The goal is to rebalance the workload with the available agents to maintain acceptable service levels and ensure smooth operations.

How to Calculate Intraday Scheduling

Intraday scheduling involves real-time monitoring and adjustments. Here's a simplified approach:

1. Monitor Real-Time Data: Track call volumes, agent availability, and performance metrics continuously.
2. Adjust Staffing: Reallocate agents based on current demand. For example, if call volume spikes, you might need to bring in additional agents or extend shifts.
3. Reforecast: Update forecasts throughout the day based on actual data to predict future call volumes and adjust schedules accordingly.

Why Intraday Scheduling Matters

Intraday scheduling is crucial because it helps:

• Maintain Service Levels: Ensures that customer service standards are met even during unexpected spikes in call volume.
• Optimize Resource Utilization: Efficiently uses available agents, reducing idle time and overstaffing.
• Improve Customer Satisfaction: Reduces wait times and improves the overall customer experience by ensuring adequate staffing.

Factors Influencing Intraday Scheduling

Several factors can impact the effectiveness of intraday scheduling:

• Call Volume Variability: Fluctuations in call volume throughout the day.
• Agent Availability: Absenteeism, breaks, and shift changes.
• Service Level Agreements (SLAs): Requirements for response times and service quality.
• Technology: The ability to monitor and adjust schedules in real-time.

Strategies to Improve Intraday Scheduling

To enhance intraday scheduling:

• Use Advanced Analytics: Implement tools that provide real-time data and predictive analytics.
• Flexible Staffing: Have a pool of part-time or on-call agents to handle unexpected demand.
• Continuous Training: Ensure agents are cross-trained to handle different types of calls.
• Regular Reforecasting: Update forecasts frequently to reflect real-time conditions.

Related Terms

• Real-Time Adherence (RTA): Monitoring agents' adherence to their schedules in real-time.
• Workforce Management (WFM): The overall process of managing agent schedules, including forecasting, scheduling, and intraday management.
• Service Level: The percentage of calls answered within a specified time frame.

Conclusion

Intraday scheduling is a dynamic and essential practice for maintaining efficiency and service quality in a contact center. By continuously monitoring and adjusting schedules, contact centers can better handle unplanned events and fluctuations in call volume, ultimately leading to improved customer satisfaction and operational efficiency.