Intraday Manager

Intraday Manager is available only for environments that are using NICE CXone ACD or Cisco UCCX.

Intraday gives you a 24-hour look at your day, from 12:00 AM to 11:45 PM. The day is split into 15-minute intervals. Using the intervals and metricsClosed Statistics you can measure to keep track of your contact center, you can see how each skillClosed An employee's area of expertise. A skill can be fluency in a specific language or business skills, such as sales or technical support. is performing. You can also compare them with the forecasted data, and spot areas where you may need to update your scheduling.

Keep in mind, the Actual data in Intraday is now represented automatically with TTI. If you see a high variance between the Actual data and the Forecast data, it's possible that the forecast data was generated using WCE. This means that the forecast data is showing WCE data and the actual data is TTI. In this case, the data won't match. To make sure the forecast data is represented by TTI, generate a new forecast and publish the new schedule accordingly.

Features in the Intraday Manager:

  • Widgets: The top of the page displays a row with Intraday data in different graphs.

    You can collapse the widget row by clicking Options > Collapse Widgets.

  • Intraday table: Underneath the widgets you get a detailed look at the data with exact numbers.

    By default, all skills and metrics are displayed in the table when you open Intraday Manager. You can filter the data you want to view. Next time you enter Intraday, you'll see the skills according to what you filtered.

More about Intraday:

  • The forecast data is based on the forecast you used to generate your schedule. Intraday gets updated with the new forecast data once you publish the schedule.

  • The time displayed in Intraday is for the user's local time zone.

    Let's say a manager in New York is using Intraday for a scheduling unit in California. The time displayed in Intraday will be according to New York's time zone.

  • The data displayed in Intraday is for WEM skills and not ACD skills. Intraday won’t display data for agents or ACD skills that aren’t assigned to a WEM skill.


The Intraday Manager widgets are: StaffingClosed Staffing data for agents that were open during the selected interval, VolumeClosed The total number of interactions, including digital posts and comments, usually within a defined time, or AHTClosed Average Handle Time is the average amount of time an agent spent handling an interaction. When filtering by scheduling unit, the Volume widget doesn't include abandonedClosed Interactions that enter the contact center system, but end before reaching an agent. For example, a customer calls and hangs up before an agent answers. data. The widget title becomes Volume (without Abandoned).

On top of the widgets, you see the widget name (Staffing, Volume, or AHT) and the interval that the data is displaying. For example, you're looking at the data for the 11:00 interval. The displayed time is 11:00.

The widgets display data for the latest completed interval, and they represented in a dotted vertical line. Let's say you look at the widgets at 11:22. The displayed data is for the 11:00 interval and there is a dotted line in the graph.

You can hover over the graph to see data for different intervals. The interval you're hovering over is represented in a solid vertical line. For example, you hover over one of the graphs at 9:00. The displayed data for each widget changes according to the 9:00 interval, including the Variance, Actual, Forecast, and Reforecast values. In the corner of the widgets, the time changes to 9:00. The dotted line continues to represent the latest completed interval.

Keep in mind, you cannot hover over intervals that don't have data. If you do, the solid line jumps to the closest interval with data.

Intraday Table

The table displays a breakdown of metrics in 15-minute intervals for the selected day. The data for each interval gets updated up to five minutes after its time. For example, you'll see data for the 11:00 interval at around 11:20. Keep in mind, the displayed time is according to your local time zone.

By default, all skills and metrics are displayed in the table. You can filter the data you want to view. Next time you enter Intraday, you'll see the skills according to what you filtered.

To expand the table by collapsing the widget row, click Options > Collapse Widgets.

What You See in the Table

The data in the table can be displayed according to deferrableClosed Interactions that can be handled later, such as emails or real-timeClosed Real-time interactions that must be handled immediately, such as calls or face-to-face meetings channels. You can also display the data by All channels. Keep in mind, Intraday doesn't display data for outbound dialerClosed A service that automatically calls a list of customers interactions.

Metrics in the table:

More information about:


Reforecast gives you a new, updated forecast for the rest of the day. The reforecast is based on the recent forecast and the recent actual trend from the ACD. This way, the reforecast gets more accurate as the day progresses and you collect ACD data. If you look at the reforecast data early in the day, the values wouldn't be as accurate as what you'd see later.

The day's reforecast data gets updated every 15 minutes when a new interval starts. The intervals that ended don't get updated.

When you turn on reforecasting:

You can reforecast only when:

  • There's a forecast to base it on.

    The reforecast data gets updated when you filter Intraday by skill. If you're missing reforecast data, there may be no forecast data for that filtered skill.

  • You're looking at the present workday.

Variance Thresholds

In the Intraday table, you can highlight the variance columns to see when the variance is high or low. The cells in the columns are color coded that get darker with the severity of the variance. This way, you can see if there are metrics that require your attention.

The Intraday widgets display the thresholds in a bar under the graph.

To enable variance thresholds:

  1. Click the app selector and select CXone WFM.

  2. Click Intraday.

  3. Click Options settings icon and select Settings.

  4. In Apply to, select the metrics you want to color code.

  5. The scale for each metric has levels of severity that can be adjusted. Slide the control to define the threshold.

    The color of the area will be the color in Intraday.

  6. Click Save.

Export Intraday Data

You can export the data from the Intraday Manager table to a CSV file.

The exported CSV displays the values for time in seconds.

Keep in mind, the exported file may be missing data if you select more than 50 skills. To avoid missing data, try lowering the date range or exporting twice with a shorter date range for each export. Let's say you want to export 50 skills over 14 days. Try exporting twice, each export for 7 days.

To export Intraday data:

  1. In the top right of the page, click Options > Export.

  2. Define the date range for your export.

  3. Select the Scheduling Units, Skills, and Metrics you want to export data for.

    The Export Intraday Data window opens with the filters set to whatever you defined in the Intraday Manager, but you can change them.

  4. Click Export.

    The intraday data is exported to a CSV file and downloaded to your computer.

Troubleshoot Intraday