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Intraday Analysts

Intraday analysts monitor and adjust schedules in real time.

Webex WFO basics

Learn more about Webex WFO with TIP
Configure notifications
WFM functionality overview
WFM glossary

WFM quick start guide

Introduction
Check staffing coverage
View today's performance
View agent adherence
Adjust agent schedules
Manage agent requests
Communicate with agents
View reports

Monitor volume and staffing

About reviewing intraday data
Compare forecasted with actual volume
Compare predicted with actual service level
View staffing levels and actual need
Review intraday data by interval
Send messages to agents
Create skill groups

Monitor adherence

Monitor adherence on team level
Monitor agent adherence
Review historical adherence for a team
Review detailed historical adherence
Adjust adherence to neutral
Create skill groups
About historical adherence
About ready-time adherence

Access standard reports

WFM standard reports

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