The Intraday report shows forecasted data by skill group for the selected time period. It enables you to compare actual performance with forecasted values so you can identify skills that are over or under-performing and adjust staffing and intraday strategy.
The Intraday report has four widgets that present actual and forecasted data.
Each widget uses skill groups as the primary view and filter and shares the same default date range of the last 7 days.
Use case
A workforce manager or supervisor wants near real-time visibility into how skills are performing against the forecast throughout the week. By using the Intraday report, they can:
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Monitor service performance and volume trends by skill group over the last 7 days.
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Compare actual results with forecasted values at a detailed interval level.
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Quickly identify where staffing is above or below plan.
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Focus on skills with the highest variances to understand where to intervene.
Permissions
You must have these permissions:
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Dashboard > Dashboard Templates > Intraday Report:view:On
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Dashboard > Dashboards: View
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Dashboard > Dashboards: Edit (optional)
If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.
KPI Summary Widget
The KPI Summary widget highlights a single performance metric over time, by skill group.
The widget displays data for the selected date range along with the corresponding number of the past days. For example, when Last 7 Days is selected, the widget shows data for the previous 7 days as well and calculates the variance between the two periods, along with the graph plotting for the selected date range. The default data interval is set to Daily, and users can change the interval as per their requirement.
The default metric selected is In SLA Actual %.
You can change which metric appears in the KPI Summary widget. If you decide to change the metric you’ll be prompted to save it to My Reports.
Click Options
and then Settings on the widget. In the metric selection list, select the metric you want to display.
KPI Metric Highs and Lows
The KPI Metric Highs and Lows widget uses a report widget to show the maximum and minimum values for key WFM metrics across the selected time frame.
The table below describes the columns in this widget.
|
Column Name |
Description |
|---|---|
|
SLA Actual Max |
Highest SLA Actual value for the selected period. |
|
SLA Actual Min |
Lowest SLA Actual value for the selected period. |
|
Volume Actual Max |
Highest Volume Actual value for the selected period. |
|
Volume Actual Min |
Lowest Volume Actual value for the selected period. |
|
AHT Actual Max |
Highest AHT Actual value for the selected period. |
|
AHT Actual Min |
Lowest AHT Actual value for the selected period. |
|
Actual Abandonment Rate Max |
Highest Actual Abandonment Rate value for the selected period. |
|
Actual Abandonment Rate Min |
Lowest Actual Abandonment Rate value for the selected period. |
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ASA Actual Max |
Highest ASA Actual value for the selected period. |
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ASA Actual Min |
Lowest ASA Actual value for the selected period. |
|
Over Scheduled Max |
Highest Over Scheduled value for the selected period. |
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Over Scheduled Min |
Lowest Over Scheduled value for the selected period. |
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Under Scheduled Max |
Highest Under Scheduled value for the selected period. |
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Under Scheduled Min |
Lowest Under Scheduled value for the selected period. |
Aggregated Raw Data Widget
The Aggregated Raw Data widget uses the Metrics interval widget to present detailed intraday metrics by day and interval, for each skill group.
If you select a large date range and choose a low interval (such as 15 or 30 minutes), the widget will fail to load data.
The widget uses the following metrics:
Volume Metrics
|
Column |
Description |
|---|---|
|
Volume Answered |
Number of interactions that were handled. |
| Volume Actual | Number of interactions that were handled and abandoned. |
| Volume Abandoned | Number of interactions that were abandoned every 15 minutes. |
| Volume Forecast | Original forecasted value for that time. |
| Volume Variance | Difference between the actual and forecast values. |
| % Volume Abandoned | Percentage of abandoned calls. |
| Volume received | Number of interactions received during that interval, whether they were handled or abandoned. Intraday starts collecting Received data from August 2024. Data before that date is not displayed. |
| Volume Backlog | Number of interactions that are not answered. |
| Volume Active | Number of interactions that continue from the previous interval. |
ASA and AHT Metrics
|
Column Name |
Description |
|---|---|
|
ASA Actual |
Current Average Speed of Answer from the ACD. The value is displayed in HH:MM:SS format (hours:minutes:seconds). |
|
ASA Forecast |
Original forecasted Average Speed of Answer for that time of day. |
|
ASA Variance |
Difference between the actual and forecasted Average Speed of Answer. |
|
AHT Actual |
Current Average Handle Time from the ACD. |
|
AHT Forecast |
Original forecasted Average Handle Time for that time of day. |
|
AHT Variance |
Difference between the actual and forecasted Average Handle Time. |
SLA Metrics
|
Column |
Description |
|---|---|
|
In SLA Actual % |
The Current SLA value from the ACD System that recognizes, routes, and connects contacts to available agents based on skill and priority. is displayed as a percentage. |
| SLA Forecast % | Original forecasted SLA value from the staffing plan. The SLA value here is defined in forecasting, so it may differ from the SLA value used for In SLA Actual from the ACD. |
| In SLA Variance % | Difference between the actual and forecasted SLA values. |
Staffing Metrics
|
Column |
Description |
|---|---|
|
Staffing Actual |
Full-time equivalent (FTE) of agents considered open by the ACD within the interval, reported as FTE rather than individual agents. |
| Staffing Required | Number of agents required to handle the interactions within the interval, based on the forecast or staffing plan used to generate schedules. |
| Staffing Actual Variance | Difference between the actual number of open agents and the required number from the forecast. |
| Staffing Scheduled | Number of agents scheduled to be open to handle interactions within the interval. |
| Staffing Scheduled Variance | Difference between the number of agents scheduled to be open and the required number from the forecast. |
Variance by Skills Widget
The Variance by Skill widget uses the metrics summary widget to show the skills with the highest variances between actual and forecasted values. The default sorting is applied only on Volume Actual Variance. However, you can change the sorting based on your usage or preference.
|
Column Name |
Description |
|---|---|
|
Volume Actual Variance |
Difference between actual and forecasted volume for the skill group. |
|
AHT Actual Variance |
Difference between actual and forecasted Average Handle Time for the skill group. |
|
Staffing Actual Variance |
Difference between actual open FTE and required FTE for the skill group. |