7.6 Intraday Monitoring.md

# Intraday Monitoring in Genesys Cloud Intraday monitoring provides real-time insights into deviations between forecasted and actual activity in the contact center, allowing managers to make dynamic adjustments to schedules and resources. --- ## #KeyFeaturesOfIntradayMonitoring 1. **Real-Time Co...

# Intraday Monitoring in Genesys Cloud Intraday monitoring provides real-time insights into deviations between forecasted and actual activity in the contact center, allowing managers to make dynamic adjustments to schedules and resources. --- ## #KeyFeaturesOfIntradayMonitoring 1. **Real-Time Comparison** - **Forecast vs. Actual Data**: Monitor discrepancies for key metrics like interactions and average handle time. - Highlighted differences displayed in **numeric values** for each **15-, 30-, or 60-minute interval**. 2. **Actionable Insights** - **Red Values**: Indicate areas requiring further investigation or immediate action. - **Summaries**: - **Forecast Value Summaries**: For the entire selected range. - **Actual Value Summaries**: For the historical range. 3. **Flexible Views** - View data by **queue**, **media type**, and **date**. - Access intraday monitoring for past, present, or future days. 4. **Data Export** - Export data to.CSV format for analysis or use in future forecasts. - Options include: - **Export Current**: For the selected queue. - **Export All Queues**: For all queues in the management unit. --- ## #StepsToAccessIntradayMonitoring 1. Navigate to **Admin > Workforce Management > Intraday Monitoring**. 2. Select the desired **queue**, **media type**, and **date**. --- ## #UsingIntradayMonitoringForOperationalAdjustments ### **Example Actions** - **Understaffed Situations**: - Add agents to queues or adjust shift timings to meet service level targets. - **Overstaffed Situations**: - Send agents home early to reduce costs. ### **Key Metrics to Monitor** - **Number of Interactions**: Compare forecasted vs. actual volumes. - **Average Handle Time**: Assess efficiency and forecast accuracy. --- ## #ExportingIntradayData ### **How to Export Data** 1. Navigate to the required **queue** and **date**. 2. Choose an export option: - **Export Current**: Download data for the selected queue. - **Export All Queues**: Download data for all queues in the management unit. 3. Save the.CSV file to your local drive. --- ## #BestPracticesForIntradayMonitoring 1. **Regular Monitoring**: - Continuously check real-time data to spot trends and discrepancies early. 2. **Investigate Red Values**: - Analyze flagged metrics to determine the cause of deviations and take corrective actions. 3. **Optimize Schedules Dynamically**: - Use insights to adjust schedules throughout the day to balance workloads and maintain service levels. 4. **Leverage Exported Data**: - Import.CSV files into future forecasts to refine predictive accuracy. --- ## #Conclusion Intraday monitoring empowers contact center managers to respond proactively to real-time changes in forecasted vs. actual activity. By leveraging these insights, organizations can optimize resource allocation, improve service levels, and enhance overall efficiency.