What is Intraday Management?
Intraday management is the workforce management process of monitoring the current day’s volumes and trends, and making changes to schedules accordingly. Even with the most accurate forecast and optimized schedules, unexpected occurrences can always pop up and throw a wrench in the works (for example, an agent’s child gets sick, an unexpected website outage triggers an influx of inbound calls, marketing runs a sale without advanced notice, etc.). When these things happen, the best course of action is to execute an intraday reforecast and tweak schedules to cover the gaps.
How NICE is Redefining Customer Experience
NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.Omnichannel interaction routingDigital and Voice ChannelsAutomatic Call Distributor (ACD)Interactive Voice Response (IVR)Proactive Engagement
