Staffing that keeps pace with the day.
Adjust staffing through the day as demand rises and falls. See where cover is thin, hear about it early from MCM AI and fill the gap with an open shift before the queue grows.
A good schedule is still a forecast.
Demand rarely follows the plan exactly. A campaign lands early, a delivery slips, a quiet morning turns busy. Intraday management is how you respond while the day is still in progress.
Illustrative example, not measured data.
What you can do about a gap.
Pick a lever to see how it works.
Fill the gap with an open shift
When coverage dips, an open shift can be posted and agents pick it up from the mobile app, so the gap is filled by someone who chose to be there.
Four signals that say add cover now.
Good intraday management is mostly noticing early. These are the things MCM AI keeps an eye on for you, and the ones worth keeping in view yourself.
Cover against the forecast
How many people are staffed for each stretch of the day, compared with the demand that was predicted for it.
Adherence to the schedule
Who is on a call, on a break or off schedule right now, so a drift is spotted while it is still small.
Pressure on the queues
Whether waiting is building anywhere, which is often the first sign that cover is thinner than it looks.
What is about to arrive
Planned campaigns, including outbound dialer work, so staffing reflects the work that is on its way.
These signals start from the forecast and schedule built in Workforce Planning, where MCM AI predicts demand across every channel and builds rosters to match it. Intraday management is what you do when the real day departs from that plan.
From forecast to filled gap.
Here is how a typical busy Monday plays out when planning and intraday management work together.
- 1Before the shiftMCM AI
Forecasts a busy Monday morning from past volume and a new campaign.
- 2Shift planningSupervisor
Approves an auto-built schedule that adds cover for that morning.
- 3During the shiftMCM AI
Spots agents off schedule and alerts the supervisor straight away.
- 4Gap closedAgent
Picks up an open shift in the mobile app and fills the hole.
Shifts people choose themselves.
Agents swap shifts, book leave and climb friendly leaderboards from their phones. When a gap opens, that same flexibility is what fills it quickly, because willing people can see the open shift and take it.
Three people, one plan.
Supervisors
See coverage against demand as it moves and act while queues are still short.
Agents
Swap shifts, request leave and pick up open shifts from a phone, with no phone calls to a manager.
Workforce planners
Compare the plan with what really happened, and feed the lessons back into tomorrow’s forecast.
A floor that flexes with demand.
Cover where it counts
Staffing follows demand through the day, not just the plan made last week.
Agents with a say
People choose extra shifts and swaps themselves, which tends to be better received than being told.
Fewer scrambles
Alerts arrive early enough to fix a gap calmly instead of in a rush.
What pairs with intraday management.
Workforce Planning
The product this feature belongs to. Related: AI Supervisor Assist, Outbound Dialer and Predictive routing.