Review rep’s shifts, staffing levels, and resource absences for the selected day. The Intraday Management page displays a list of agents, shifts, and resource absences.
Required Editions
| Supported Editions for Workforce Engagement Management |
Staffing Metrics
The dashboard displays three staffing metrics:
| Metric | Description |
|---|---|
| Scheduled Staffing | Count of shifts at a specific hour |
| Required Staffing | Pulled from the selected Capacity Plan |
| Net Staffing | Delta between Scheduled Staffing and Required Staffing |
Net Staffing indicates your staffing status for the hour:
- A positive value indicates overstaffing.
- A value of zero indicates that staffing meets the requirement.
- A negative value indicates understaffing.
Shift Activities
Shift activities provide a breakdown for each shift. The following shift segment types display a default color:
- Break: Scheduled rest time during the rep’s shift.
- Work: Scheduled time for handling customer interactions and work activities.
- Non-work: Scheduled time for activities outside of direct customer work, such as training, meetings, or administrative tasks.
Time Zone
The dashboard shows each rep’s time zone settings. It updates the rep’s time across shifts, resource absences, and the staffing grid.