362 workforce and service leaders at 53 accounts, each with the WFM platform on the record, loaded and waiting on your read.

Hi Bo,

Verint under the schedule and Five9 on the floor, both in American Express' own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Esmeralda,

Calabrio under the schedule and Amazon Connect on the floor, both in Centene's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brent,

Aspect under the schedule and Five9 on the floor, both in Cogeco's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brian,

As of mid-August, AIG was hiring against Verint for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Charles,

As of mid-August, AIG was hiring against Verint for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Patrick,

AIG's postings still named Verint and Genesys in late August, and capacity planning for an insurer is right until the first storm week, when the plan meets the day and the day wins.

Intradiem sits on top of Verint and acts inside the plan intraday, so the capacity you planned shows up where the surge is, without the after-hours bill or a second planning cycle.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

When the plan breaks in a surge week, whose desk does the correction land on?

Nathan

Hi Adam,

As of mid-August, AIG was hiring against Verint for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Cameron,

As of mid-August, AIG was hiring against Verint for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Amy,

As of mid-August, AIG was hiring against Verint for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Michael,

Verint plans it and Genesys runs it at AIG, per your own hiring this summer, and governance over a planning portfolio is mostly governance over the gap between the two.

Intradiem is the intraday layer Verint never finished: real-time conditions read against the plan, and your rules applied automatically, so the exception work stops landing on the planning team's queue.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's week is intraday correction rather than planning?

Nathan

Hi Bo,

Verint under the schedule and Five9 on the floor, both in American Express' own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jim,

Verint under the schedule and Five9 on the floor, both in American Express' own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Sara,

Verint under the schedule and Five9 on the floor at American Express, in its own postings as of late August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer Verint never finished: it watches real-time conditions against the plan and acts on the rules your team already applies by hand, offline windows, adherence nudges, breaks moved, training pushed into the slack.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Doug,

Verint under the schedule and Five9 on the floor, both in American Express' own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jeffrey,

Verint under the schedule and Five9 on the floor, both in American Express' own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Charles,

Verint under the schedule and Five9 on the floor at American Express, in its own postings as of late August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer Verint never finished: it watches real-time conditions against the plan and acts on the rules your team already applies by hand, offline windows, adherence nudges, breaks moved, training pushed into the slack.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Brad,

Five9 on the floor and Verint under the schedule, both in AmEx's postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer Verint never finished: it watches real-time conditions against the plan and acts on the rules your team already applies by hand, offline windows, adherence nudges, breaks moved, training pushed into the slack.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Donna,

AmEx was still posting for Five9 and Verint skills in late August, and a service director's coaching plan is the first thing that slips when the floor runs hot, because the quiet hour never comes.

Intradiem finds the idle minutes inside the schedule Verint already built and delivers coaching, training and breaks into them as they open, so coaching happens daily without service dipping.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the coaching plan actually happens in a heavy month?

Nathan

Hi Ryan,

As of mid-September, Amynta was hiring against Calabrio for workforce management with Avaya on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kent,

As of mid-September, Amynta was hiring against Calabrio for workforce management with Avaya on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Nick,

AutoNation's postings named Calabrio for the schedule and Avaya on the floor as recently as mid-December. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Scott,

AutoNation's postings named Calabrio for the schedule and Avaya on the floor as recently as mid-December. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Alan,

AutoNation's postings named Calabrio for the schedule and Avaya on the floor as recently as mid-December. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Rob,

AutoNation's postings named Calabrio for the schedule and Avaya on the floor as recently as mid-December. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Donna,

AutoNation's postings named Calabrio for the schedule and Avaya on the floor as recently as mid-December. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Adam,

AutoNation's postings named Calabrio for the schedule and Avaya on the floor as recently as mid-December. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kevin,

AutoNation's postings named Calabrio for the schedule and Avaya on the floor as recently as mid-December. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Dave,

AutoNation's postings named Calabrio for the schedule and Avaya on the floor as recently as mid-December. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Rob,

AutoNation's postings named Calabrio for the schedule and Avaya on the floor as recently as mid-December. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Patrick,

AutoNation's postings named Calabrio for the schedule and Avaya on the floor as recently as mid-December. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Paul,

Calabrio under the schedule and Genesys on the floor at Bon Secours Mercy Health, in its own postings as of late March. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on your rules by itself, so adherence, breaks and training move as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Levi,

Calabrio under the schedule and Genesys on the floor at Bon Secours Mercy Health, in its own postings as of late March. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on your rules by itself, so adherence, breaks and training move as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Christopher,

Calabrio under the schedule and Genesys on the floor at Bon Secours Mercy Health, in its own postings as of late March. The plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi John,

Bread Financial's postings named Aspect for the schedule and Avaya on the floor as recently as early May. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Lance,

Bread Financial's postings named Aspect for the schedule and Avaya on the floor as recently as early May. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Steve,

Bread Financial's postings named Aspect for the schedule and Avaya on the floor as recently as early May. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Julie,

Bread Financial's postings named Aspect for the schedule and Avaya on the floor as recently as early May. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Marty,

Bread Financial's postings named Aspect for the schedule and Avaya on the floor as recently as early May. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jim,

Bread Financial's postings named Aspect for the schedule and Avaya on the floor as recently as early May. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Tom,

Bread Financial's postings named Aspect for the schedule and Avaya on the floor as recently as early May. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Chris,

Bread Financial's postings named Aspect for the schedule and Avaya on the floor as recently as early May. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Len,

Bread Financial's postings named Aspect for the schedule and Avaya on the floor as recently as early May. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Dinah Garcia,

Bread Financial's postings named Aspect for the schedule and Avaya on the floor as recently as early May. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Diane,

Calabrio under the schedule and Amazon Connect on the floor, both in Canada Life's own postings as of mid-April, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kendra,

Calabrio under the schedule and Amazon Connect on the floor, both in Canada Life's own postings as of mid-April, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Teresa,

As of mid-May, Carvana was hiring against Aspect for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Michelle,

As of mid-May, Carvana was hiring against Aspect for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Michael,

As of mid-May, Carvana was hiring against Aspect for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Vance,

As of mid-May, Carvana was hiring against Aspect for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Esmeralda,

Calabrio under the schedule and Amazon Connect on the floor, both in Centene's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jason,

Calabrio under the schedule and Amazon Connect on the floor, both in Centene's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Tim,

Calabrio under the schedule and Amazon Connect on the floor at Centene, in its own postings as of late August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Fidel,

Calabrio under the schedule and Amazon Connect on the floor, both in Centene's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Christian,

Calabrio under the schedule and Amazon Connect on the floor, both in Centene's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brandon,

Calabrio under the schedule and Amazon Connect on the floor at Centene, in its own postings as of late August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Daisy,

Calabrio under the schedule and Amazon Connect on the floor, both in Centene's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi David,

Calabrio under the schedule and Amazon Connect on the floor at Centene, in its own postings as of late August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Pete,

As of late August, Chewy was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Chris,

As of late August, Chewy was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mike,

As of late August, Chewy was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Shiv,

As of late August, Chewy was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Curt,

As of late August, Chewy was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Roy,

Chewy was posting for Genesys and Calabrio skills in late August, right as the holiday build starts, and that is the stretch where the schedule and the day disagree most.

Intradiem runs on top of Calabrio and acts intraday: offline windows, adherence nudges, breaks and training moved into idle minutes as they open, on the rules your team already uses by hand.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

What does the intraday exception load look like for your team once the holiday volume lands?

Nathan

Hi Brian,

As of late August, Chewy was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Matt,

As of late August, Chewy was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Sadashiva,

As of late August, Chewy was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Anthony,

Calabrio builds Chewy's schedule and Genesys runs the day, per your own postings this summer, and the gap between those two is where a WFM team spends its afternoons.

Intradiem is the layer between them: it watches real-time conditions against the Calabrio plan and acts on your rules automatically, so the corrections happen in the moment instead of at the end of the interval.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Who on your team absorbs the drift when the forecast misses on a Tuesday?

Nathan

Hi Janelle,

Chime's postings in late August named Genesys and Calabrio, and an operation growing this fast turns every month of growth into volume the plan never had.

Intradiem sits on top of Calabrio and moves work, coaching and breaks into idle minutes as they open, so growth is absorbed inside the hours already on the schedule instead of in headcount added after the fact.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Is capacity for the next growth step a hiring question this year, or a scheduling one?

Nathan

Hi Ben,

Chime's postings named Genesys and Calabrio as recently as late August, and a member-support operation growing this fast tends to outrun the plan by mid-morning every day.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Amy,

Chime's postings named Calabrio for the schedule and Genesys on the floor as recently as late August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Eugene,

Chime's postings named Calabrio for the schedule and Genesys on the floor as recently as late August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Chris,

Cigna's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brett,

Cigna's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brian,

Cigna's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Dusty,

Cigna's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Eric,

Cigna's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Andrew,

Cigna's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Chris,

Cigna's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Bob,

Cigna's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brian,

Cigna's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Lyle,

Citizens Bank's postings named Aspect for the schedule and Amazon Connect on the floor as recently as early July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Christa St.,

Aspect under the schedule and Amazon Connect on the floor at Citizens Bank, in its own postings as of early July. The plan is right at eight and wrong by ten.

Intradiem sits on top of Aspect and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Isabel,

Citizens Bank's postings named Aspect for the schedule and Amazon Connect on the floor as recently as early July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Scott,

Aspect under the schedule and Amazon Connect on the floor at Citizens Bank, in its own postings as of early July. The plan is right at eight and wrong by ten.

Intradiem sits on top of Aspect and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Peg,

Citizens Bank's postings named Aspect for the schedule and Amazon Connect on the floor as recently as early July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Glen,

Citizens Bank's postings named Aspect for the schedule and Amazon Connect on the floor as recently as early July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Bill,

Citizens Bank's postings named Aspect for the schedule and Amazon Connect on the floor as recently as early July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Stefanie,

Aspect under the schedule and Amazon Connect on the floor at Citizens Bank, in its own postings as of early July. The plan is right at eight and wrong by ten.

Intradiem sits on top of Aspect and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Brent,

Aspect under the schedule and Five9 on the floor, both in Cogeco's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Dominic,

Aspect under the schedule and Five9 on the floor, both in Cogeco's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Aspect and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Chris,

As of mid-August, Concentrix was hiring against Aspect for workforce management with Talkdesk on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Vineet,

As of mid-August, Concentrix was hiring against Aspect for workforce management with Talkdesk on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Aspect and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Dick,

As of mid-August, Concentrix was hiring against Aspect for workforce management with Talkdesk on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Paul J.,

As of mid-August, Concentrix was hiring against Aspect for workforce management with Talkdesk on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Raj,

As of mid-August, Concentrix was hiring against Aspect for workforce management with Talkdesk on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Winnie,

As of mid-August, Concentrix was hiring against Aspect for workforce management with Talkdesk on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Bettina,

Concentrix was posting for Aspect and Talkdesk skills in mid-August, and WFM across that many programs means every forecast miss is paid twice, idle seats and overtime.

Intradiem sits on top of Aspect and acts intraday on the rules your team already applies by hand, so the corrections happen in the moment and the recovered minutes come back as margin per seat.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which programs carry the widest gap between the plan at eight and the floor at ten?

Nathan

Hi Olivette,

As of mid-August, Concentrix was hiring against Aspect for workforce management with Talkdesk on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Amy,

As of mid-August, Concentrix was hiring against Aspect for workforce management with Talkdesk on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Ron,

Aspect under the schedule and Talkdesk on the floor, both in Concentrix's postings this August, which puts the intraday exception work for every client program on a WFM team that is already sized for planning.

Intradiem is the intraday layer on top of Aspect: adherence, breaks, offline windows and training moved automatically as the day drifts, so the exception queue shrinks as the programs grow.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your day is exceptions your team chases by hand?

Nathan

Hi Paula,

Consumer Cellular's postings named Aspect for the schedule and NICE on the floor as recently as early December. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi James,

Consumer Cellular's postings named Aspect for the schedule and NICE on the floor as recently as early December. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Michael,

Consumer Cellular's postings last winter named NICE CXone on the floor and Aspect under the schedule, and a support operation that sells on service lives on the gap between the plan and the day.

Intradiem sits on top of Aspect and acts inside the plan intraday, so adherence, breaks, offline windows and training move themselves as the day drifts, on the rules your team applies by hand today.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Paul,

Consumer Cellular's postings named Aspect for the schedule and NICE on the floor as recently as early December. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Matthew,

Consumer Cellular's postings named Aspect for the schedule and NICE on the floor as recently as early December. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Rick,

Consumer Cellular's postings named Aspect for the schedule and NICE on the floor as recently as early December. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Bran,

DISH Network's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Melissa,

DISH Network's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Alex,

DISH Network's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Patrick (Pat),

DISH Network's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Michael,

DISH Network's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Bruce,

DISH Network's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Darren,

DISH Network's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as mid-August. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Moises,

DISH's postings in mid-August named Amazon Connect on the floor and Calabrio under the schedule, and a cloud platform move tends to leave the intraday layer as the last thing nobody owns.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves: offline windows, adherence nudges, breaks and training placed automatically, on the rules your team applies by hand today.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Since the move to Connect, who absorbs the drift between the plan and the floor?

Nathan

Hi Jessica,

Duke Energy's postings named Verint for the schedule and Avaya on the floor as recently as mid-September. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brett,

Duke Energy's postings named Verint for the schedule and Avaya on the floor as recently as mid-September. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Debbie,

Duke Energy's postings named Verint for the schedule and Avaya on the floor as recently as mid-September. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Larry,

Duke Energy's postings named Verint for the schedule and Avaya on the floor as recently as mid-September. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Larry,

Duke Energy's postings named Verint for the schedule and Avaya on the floor as recently as mid-September. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mia,

Duke Energy's postings named Verint for the schedule and Avaya on the floor as recently as mid-September. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Bruce,

Duke Energy's postings named Verint for the schedule and Avaya on the floor as recently as mid-September. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi James,

Duke Energy's postings named Verint for the schedule and Avaya on the floor as recently as mid-September. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Retha,

Duke Energy's postings named Verint for the schedule and Avaya on the floor as recently as mid-September. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jared,

Duke Energy's postings named Verint for the schedule and Avaya on the floor as recently as mid-September. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Bruce,

As of late June, First American was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brian,

As of late June, First American was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kim,

As of late June, First American was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Katherine,

As of late June, First American was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Barry,

As of late June, First American was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Garrett,

As of late June, First American was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Cheryl,

As of late June, First American was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Ana,

As of late June, First American was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Janette,

As of late June, First American was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Andrew,

As of late June, First American was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jennie,

As of late February, First Citizens was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kimberly,

As of late February, First Citizens was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kevin,

As of late February, First Citizens was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Tiffany,

As of late February, First Citizens was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Connie,

As of late February, First Citizens was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Samantha,

As of late February, First Citizens was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Judy,

As of late February, First Citizens was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Paul,

As of late February, First Citizens was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mary,

As of late February, First Citizens was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Rebecca,

As of late February, First Citizens was hiring against Calabrio for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Cindy,

Aspect under the schedule and NICE on the floor at First National Bank of Omaha, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on your rules by itself, so adherence, breaks and training move as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Lisa,

Aspect under the schedule and NICE on the floor at First National Bank of Omaha, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on your rules by itself, so adherence, breaks and training move as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Steve,

Aspect under the schedule and NICE on the floor at First National Bank of Omaha, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on your rules by itself, so adherence, breaks and training move as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Randy,

Aspect under the schedule and NICE on the floor at First National Bank of Omaha, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on your rules by itself, so adherence, breaks and training move as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Theresa,

FNBO's postings in early August named NICE CXone on the floor and Aspect under the schedule, and a card operation's coaching plan is the first thing that slips when the floor runs hot.

Intradiem finds the idle minutes inside the Aspect schedule and delivers coaching, training and breaks into them as they open, so coaching happens daily without service dipping and overtime stays where it was planned.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the coaching plan actually happens in a heavy month?

Nathan

Hi Latiffa,

Aspect under the schedule and NICE on the floor at First National Bank of Omaha, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on your rules by itself, so adherence, breaks and training move as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mike,

Aspect under the schedule and NICE on the floor at First National Bank of Omaha, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on your rules by itself, so adherence, breaks and training move as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jay,

Aspect under the schedule and NICE on the floor at First National Bank of Omaha, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on your rules by itself, so adherence, breaks and training move as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Bill,

Aspect under the schedule and NICE on the floor at First National Bank of Omaha, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on your rules by itself, so adherence, breaks and training move as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Carrie,

NICE on the floor and Aspect under the schedule at FNBO, per your own hiring this August, and a care director's day is the gap between those two, closed by hand.

Intradiem sits on top of Aspect and acts intraday on the rules your team already applies, so adherence, breaks and coaching move themselves as the day drifts and the quiet hour is no longer a prerequisite.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Who absorbs the drift on your floor when the forecast misses?

Nathan

Hi Bryan,

Verint under the schedule and Genesys on the floor, both in Frost Bank's own postings as of early September, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jessica,

Verint under the schedule and Genesys on the floor, both in Frost Bank's own postings as of early September, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Cathy,

Verint under the schedule and Genesys on the floor, both in Frost Bank's own postings as of early September, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Cindy,

Verint under the schedule and Genesys on the floor, both in Frost Bank's own postings as of early September, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Nancy,

Verint under the schedule and Genesys on the floor, both in Frost Bank's own postings as of early September, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jaime,

Verint under the schedule and Genesys on the floor, both in Frost Bank's own postings as of early September, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Daniel,

Calabrio under the schedule and Genesys on the floor, both in Gallagher's own postings as of early March, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Dennis,

Calabrio under the schedule and Genesys on the floor, both in Gallagher's own postings as of early March, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Leslie,

Calabrio under the schedule and Genesys on the floor, both in Gallagher's own postings as of early March, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Sharon,

Calabrio under the schedule and Genesys on the floor, both in Gallagher's own postings as of early March, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Steve,

Calabrio under the schedule and Genesys on the floor, both in Gallagher's own postings as of early March, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi James,

Calabrio under the schedule and Genesys on the floor, both in Gallagher's own postings as of early March, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jane,

Calabrio under the schedule and Genesys on the floor, both in Gallagher's own postings as of early March, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi John,

Calabrio under the schedule and Genesys on the floor, both in Gallagher's own postings as of early March, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kim,

Calabrio under the schedule and Genesys on the floor, both in Gallagher's own postings as of early March, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jon,

Calabrio under the schedule and Genesys on the floor, both in Gallagher's own postings as of early March, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Nadalie,

Verint under the schedule and Amazon Connect on the floor, both in Grainger's own postings as of late June, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Cassandra,

Verint under the schedule and Amazon Connect on the floor, both in Grainger's own postings as of late June, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brian,

Verint under the schedule and Amazon Connect on the floor, both in Grainger's own postings as of late June, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Linda,

Verint under the schedule and Amazon Connect on the floor, both in Grainger's own postings as of late June, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Joshua,

Verint plans it and Amazon Connect runs it at Grainger, per your own hiring in June, and a planning director's forecast is right until about ten.

Intradiem sits on top of Verint and acts inside the plan intraday, so the correction happens in the moment instead of at the end of the interval, and the planning team stops carrying the exception queue.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's week goes to intraday correction rather than the plan itself?

Nathan

Hi Chris,

Grainger's postings at the end of June named Amazon Connect on the floor and Verint under the schedule, and owning both WFM and the operation means the gap between them is yours twice.

Intradiem is the intraday layer on top of Verint: real-time conditions read against the plan, your rules applied automatically, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Since the move to Connect, who absorbs the drift between the plan and the floor?

Nathan

Hi Vilada,

Aspect under the schedule and Avaya on the floor at Hyundai Capital America, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Ken,

Aspect under the schedule and Avaya on the floor at Hyundai Capital America, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kim,

Aspect under the schedule and Avaya on the floor at Hyundai Capital America, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem sits on top of Aspect and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Robert,

Aspect under the schedule and Avaya on the floor at Hyundai Capital America, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Lorri,

Aspect under the schedule and Avaya on the floor at Hyundai Capital America, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kimia,

Aspect under the schedule and Avaya on the floor at Hyundai Capital America, in its own postings as of early August. The plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Tracy,

Calabrio under the schedule and NICE on the floor, both in IBM's own postings as of late March, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Calabrio: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Kristine,

Kemper's postings named Calabrio for the schedule and RingCentral on the floor as recently as mid-April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Charles,

Kemper's postings named Calabrio for the schedule and RingCentral on the floor as recently as mid-April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Tavius,

Kemper's postings named Calabrio for the schedule and RingCentral on the floor as recently as mid-April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jason,

Kemper's postings in April named Calabrio under the schedule and RingCentral on the floor, and an insurer's plan is right until the first storm week, when the day writes its own.

Intradiem is the intraday layer on top of Calabrio: real-time conditions read against the plan, your rules applied automatically, so the surge is absorbed inside the schedule rather than in overtime after it.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

When the plan breaks in a surge week, whose desk does the correction land on?

Nathan

Hi Deborah,

Kemper's postings named Calabrio for the schedule and RingCentral on the floor as recently as mid-April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Dave,

Kemper's postings named Calabrio for the schedule and RingCentral on the floor as recently as mid-April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Carissa,

Kemper's postings named Calabrio for the schedule and RingCentral on the floor as recently as mid-April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Clint,

Kemper's postings named Calabrio for the schedule and RingCentral on the floor as recently as mid-April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Randy,

Calabrio plans it and RingCentral runs it at Kemper, per your own hiring this spring, and a workforce director's forecast is right at eight and absorbed by hand from ten.

Intradiem sits on top of Calabrio and acts intraday on the rules your team already applies by hand, adherence nudges, breaks moved, training pushed into the slack, so the exception queue shrinks instead of growing with volume.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's week is intraday correction rather than planning?

Nathan

Hi Michael,

Calabrio under the schedule and Five9 on the floor, both in LendingClub's own postings as of mid-July, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kathy,

Calabrio under the schedule and Five9 on the floor, both in LendingClub's own postings as of mid-July, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Keith,

Calabrio under the schedule and Five9 on the floor, both in LendingClub's own postings as of mid-July, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Theresa,

Calabrio under the schedule and Five9 on the floor, both in LendingClub's own postings as of mid-July, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Marshall,

Calabrio under the schedule and Five9 on the floor, both in LendingClub's own postings as of mid-July, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Tony,

Calabrio under the schedule and Five9 on the floor, both in LendingClub's own postings as of mid-July, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Maranda,

Calabrio under the schedule and Five9 on the floor, both in LendingClub's own postings as of mid-July, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Casey,

Calabrio under the schedule and Cisco on the floor at Love's Travel Stops, in its own postings as of early April. The plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brad,

Calabrio under the schedule and Cisco on the floor at Love's Travel Stops, in its own postings as of early April. The plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Drew,

Calabrio under the schedule and Cisco on the floor at Love's Travel Stops, in its own postings as of early April. The plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Robert,

Calabrio under the schedule and Cisco on the floor at Love's Travel Stops, in its own postings as of early April. The plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Paul,

Calabrio under the schedule and Cisco on the floor at Love's Travel Stops, in its own postings as of early April. The plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brien,

Calabrio under the schedule and Cisco on the floor at Love's Travel Stops, in its own postings as of early April. The plan is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Chad,

MSC's postings at the end of July named Avaya on the floor and Calabrio under the schedule, and a customer care operation that sells on service lives on the gap between the plan and the day.

Intradiem sits on top of Calabrio and delivers coaching, training and breaks into idle minutes as they open, so coaching happens daily without service dipping and overtime stays where it was planned.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the coaching plan actually happens in a heavy month?

Nathan

Hi Lynn,

MSC Industrial Direct's postings named Calabrio for the schedule and Avaya on the floor as recently as late July. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kim,

MSC Industrial Direct's postings named Calabrio for the schedule and Avaya on the floor as recently as late July. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mike,

Verint under the schedule and Genesys on the floor, both in Manulife's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Laura,

Verint under the schedule and Genesys on the floor, both in Manulife's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Patrick,

Verint under the schedule and Genesys on the floor, both in Manulife's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Nicole,

Verint under the schedule and Genesys on the floor, both in Manulife's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Francia,

Verint under the schedule and Genesys on the floor, both in Manulife's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brenda,

Verint under the schedule and Genesys on the floor, both in Manulife's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Donna,

Verint under the schedule and Genesys on the floor, both in Manulife's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Janet,

Verint under the schedule and Genesys on the floor, both in Manulife's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Paolo,

Verint under the schedule and Genesys on the floor, both in Manulife's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer Verint never finished: it watches real-time conditions against the plan and acts on the rules your team already applies by hand, offline windows, adherence nudges, breaks moved, training pushed into the slack.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Janis,

Verint under the schedule and Genesys on the floor, both in Manulife's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Lucas,

As of mid-July, Mutual of Omaha was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Gary,

As of mid-July, Mutual of Omaha was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Shannon,

As of mid-July, Mutual of Omaha was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Julie,

As of mid-July, Mutual of Omaha was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Madeline,

As of mid-July, Mutual of Omaha was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi John,

As of mid-July, Mutual of Omaha was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Lee,

As of mid-July, Mutual of Omaha was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jerrid,

As of mid-July, Mutual of Omaha was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kurt,

As of mid-July, Mutual of Omaha was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Maha,

As of mid-July, Mutual of Omaha was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Donna,

As of late May, NRG Energy was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Stephanie,

As of late May, NRG Energy was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi David,

As of late May, NRG Energy was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Timothy,

As of late May, NRG Energy was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Roy,

As of late May, NRG Energy was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Robert,

As of late May, NRG Energy was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Chris,

As of late May, NRG Energy was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Don,

As of late May, NRG Energy was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Staney,

As of late May, NRG Energy was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kenneth Ken,

As of late May, NRG Energy was hiring against Calabrio for workforce management with Amazon Connect on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Samoye,

As of late July, NationsBenefits was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Liz,

NationsBenefits was posting for Genesys and Calabrio skills at the end of July, and a benefits call center lives on a January surge that the plan can see coming and still cannot hold by the second week.

Intradiem sits on top of Calabrio and acts inside the plan intraday, so the surge is absorbed inside the hours already scheduled and coaching keeps happening through it rather than after it.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of last January's overtime was idle time in disguise?

Nathan

Hi Todd,

As of late July, NationsBenefits was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Chris,

NationsBenefits was posting for Genesys and Calabrio skills at the end of July, and a benefits operation lives on a January surge that no forecast built in September survives intact.

Intradiem sits on top of Calabrio and acts intraday on the rules your team already applies by hand, so the surge is absorbed inside the schedule instead of in overtime after it.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How did last January's plan hold up against the floor by the second week?

Nathan

Hi Gerald,

Aspect under the schedule and Five9 on the floor, both in OneMain Financial's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Cortney,

Aspect under the schedule and Five9 on the floor, both in OneMain Financial's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Dana,

Aspect under the schedule and Five9 on the floor, both in OneMain Financial's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Stephen,

Aspect under the schedule and Five9 on the floor, both in OneMain Financial's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi April,

Aspect under the schedule and Five9 on the floor, both in OneMain Financial's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Matthew,

Aspect under the schedule and Five9 on the floor, both in OneMain Financial's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Daphne,

Aspect under the schedule and Five9 on the floor, both in OneMain Financial's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Corey,

Aspect under the schedule and Five9 on the floor, both in OneMain Financial's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Ted,

Aspect under the schedule and Five9 on the floor, both in OneMain Financial's own postings as of early January, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Anna,

As of late August, Penn Medicine was hiring against Verint for workforce management with Avaya on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mike,

As of late August, Penn Medicine was hiring against Verint for workforce management with Avaya on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Sheldon,

As of late August, Penn Medicine was hiring against Verint for workforce management with Avaya on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer Verint never finished: it watches real-time conditions against the plan and acts on the rules your team already applies by hand, offline windows, adherence nudges, breaks moved, training pushed into the slack.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Amy,

As of late August, Penn Medicine was hiring against Verint for workforce management with Avaya on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Sue,

Percepta's postings named Aspect for the schedule and Avaya on the floor as recently as early July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Craig,

Percepta's postings named Aspect for the schedule and Avaya on the floor as recently as early July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Alan,

Percepta's postings named Aspect for the schedule and Avaya on the floor as recently as early July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Jennifer,

Percepta was posting for Aspect and Avaya skills in early July, and an automotive support operation lives on launch weeks the plan can see coming and still can't hold by mid-morning.

Intradiem sits on top of Aspect and acts intraday on the rules your team applies by hand, so the drift is corrected in the moment and the recovered minutes come back to the program rather than to overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

What does a launch week do to your team's intraday exception load?

Nathan

Hi Bryan,

Petco's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as early April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Travis,

Petco's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as early April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Garrett,

Petco's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as early April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kevin,

Petco's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as early April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Ted,

Petco's postings named Calabrio for the schedule and Amazon Connect on the floor as recently as early April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mary Beth,

Verint under the schedule and Five9 on the floor, both in Progressive's own postings as of mid-May, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Philip,

Verint builds Progressive's schedule and Five9 runs the day, per your own hiring this spring, and scheduling ops is the seat that finds out first when the two stop agreeing.

Intradiem sits on top of Verint and acts inside the schedule intraday, offline windows, adherence nudges, breaks and training placed automatically, so the corrections happen in the moment instead of at the end of the interval.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday correction rather than the schedule itself?

Nathan

Hi Mike,

Verint under the schedule and Five9 on the floor, both in Progressive's own postings as of mid-May, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jennifer,

Verint under the schedule and Five9 on the floor, both in Progressive's own postings as of mid-May, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Sharon,

Progressive's postings in May named Five9 on the floor and Verint under the schedule, and an insurer's plan is right until the first storm week.

Intradiem is the intraday layer Verint never finished: it reads real-time conditions against the plan and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

When a surge week breaks the plan, whose desk does the correction land on?

Nathan

Hi Tracy,

Qualfon's postings named Verint for the schedule and Avaya on the floor as recently as late July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi R. Scott,

Qualfon's postings named Verint for the schedule and Avaya on the floor as recently as late July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Emily,

Verint under the schedule and Avaya on the floor, both in Qualfon's postings this summer, which is a solid plan and a day that still drifts from it by mid-morning across every program at once.

Intradiem is the intraday layer Verint never finished: real-time conditions read against the plan, your rules applied automatically, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your WFM team's week is intraday correction rather than planning?

Nathan

Hi Andrew,

Qualfon's postings named Verint for the schedule and Avaya on the floor as recently as late July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Susan,

Qualfon's postings named Verint for the schedule and Avaya on the floor as recently as late July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Matt,

Qualfon's postings named Verint for the schedule and Avaya on the floor as recently as late July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Kristi,

Qualfon's postings named Verint for the schedule and Avaya on the floor as recently as late July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Jason,

Qualfon's postings named Verint for the schedule and Avaya on the floor as recently as late July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer Verint never finished: it watches real-time conditions against the plan and acts on the rules your team already applies by hand, offline windows, adherence nudges, breaks moved, training pushed into the slack.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Graham,

Qualfon's postings named Verint for the schedule and Avaya on the floor as recently as late July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Kelly,

Qualfon was posting for Verint and Avaya skills at the end of July, and a BPO WFM team carries the intraday drift for every client program on a margin the client sets.

Intradiem sits on top of Verint and acts inside the plan intraday, so the exception work your team chases by hand happens automatically and the recovered minutes come back as margin.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday correction for your team right now?

Nathan

Hi Mervat,

As of early August, Quest Diagnostics was hiring against Verint for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Dawn,

Quest's postings in early August named Five9 and Verint, and a patient-service operation has a peak the calendar sets, flu season, that the schedule can see and still cannot hold by mid-morning.

Intradiem sits on top of Verint and moves work, coaching and breaks into idle minutes as they open, so the peak is absorbed inside the hours already on the schedule and coaching keeps happening through it.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of last flu season's overtime was idle time in disguise?

Nathan

Hi Joyce,

As of early August, Quest Diagnostics was hiring against Verint for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi James,

As of early August, Quest Diagnostics was hiring against Verint for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi James,

As of early August, Quest Diagnostics was hiring against Verint for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi John,

As of early August, Quest Diagnostics was hiring against Verint for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Scott,

As of early August, Quest Diagnostics was hiring against Verint for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Emil,

As of early August, Quest Diagnostics was hiring against Verint for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Betsy,

As of early August, Quest Diagnostics was hiring against Verint for workforce management with Five9 on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Denise,

Five9 on the floor and Verint under the schedule, per Quest's hiring this August, and a call center director spends flu season closing that gap by hand.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the plan and acts on your rules automatically, so the corrections happen in the moment instead of at the end of the interval.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Who on your floor absorbs the drift when the plan and the day stop agreeing?

Nathan

Hi Nathan,

Republic Services' postings named Calabrio for the schedule and Genesys on the floor as recently as mid-October. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jerry,

Republic Services' postings named Calabrio for the schedule and Genesys on the floor as recently as mid-October. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mark,

Republic Services' postings named Calabrio for the schedule and Genesys on the floor as recently as mid-October. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Heath,

Republic Services' postings named Calabrio for the schedule and Genesys on the floor as recently as mid-October. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Tony,

Republic Services' postings named Calabrio for the schedule and Genesys on the floor as recently as mid-October. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brian,

Republic Services' postings named Calabrio for the schedule and Genesys on the floor as recently as mid-October. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Tim,

Republic Services' postings named Calabrio for the schedule and Genesys on the floor as recently as mid-October. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jon,

Republic Services' postings named Calabrio for the schedule and Genesys on the floor as recently as mid-October. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Carolyn,

Republic Services' postings named Calabrio for the schedule and Genesys on the floor as recently as mid-October. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Ralph,

Republic Services' postings named Calabrio for the schedule and Genesys on the floor as recently as mid-October. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Matthew,

As of mid-June, SWBC was hiring against Aspect for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Gary,

As of mid-June, SWBC was hiring against Aspect for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Linda,

As of mid-June, SWBC was hiring against Aspect for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Michelle,

As of mid-June, SWBC was hiring against Aspect for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mark,

As of mid-June, SWBC was hiring against Aspect for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Darryl,

SWBC's postings in June named Genesys and Aspect, and owning both WFM and the vendor sites means the intraday drift is yours on two floors, one of them somebody else's.

Intradiem sits on top of Aspect and runs the same intraday rules across in-house and outsourced agents, so adherence and idle time are visible and acted on across both, with nothing replaced.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the vendor sites' intraday performance can your team actually see today?

Nathan

Hi Kelly,

As of mid-June, SWBC was hiring against Aspect for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Christine,

As of mid-June, SWBC was hiring against Aspect for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi David,

As of mid-June, SWBC was hiring against Aspect for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Glenn,

As of mid-June, SWBC was hiring against Aspect for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Rick,

Scotiabank's postings named Verint for the schedule and Genesys on the floor as recently as early July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Chris,

Scotiabank's postings named Verint for the schedule and Genesys on the floor as recently as early July. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Robert,

Verint under the schedule and Avaya on the floor, both in Sedgwick's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Shelley,

Verint under the schedule and Avaya on the floor, both in Sedgwick's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mark,

Verint under the schedule and Avaya on the floor, both in Sedgwick's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer Verint never finished: it watches real-time conditions against the plan and acts on the rules your team already applies by hand, offline windows, adherence nudges, breaks moved, training pushed into the slack.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Melissa,

Verint under the schedule and Avaya on the floor, both in Sedgwick's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Michael,

Verint under the schedule and Avaya on the floor, both in Sedgwick's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Mark,

Verint plans it and Avaya runs it across Sedgwick's national contact centers, per your own hiring, and at that scale the intraday drift is a line item, not a nuisance.

Intradiem sits on top of Verint and acts intraday on the rules your team already uses, so the exception work happens automatically across every center and the minutes come back as capacity the clients are already paying for.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your WFM team's week is intraday correction rather than planning?

Nathan

Hi Gary,

Verint under the schedule and Avaya on the floor, both in Sedgwick's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Ron,

Verint under the schedule and Avaya on the floor, both in Sedgwick's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jason,

Sedgwick's postings last fall named Verint under the schedule and Avaya on the floor, and claims WFM across that many programs means every catastrophe week is absorbed by hand.

Intradiem is the intraday layer Verint never finished: real-time conditions read against the plan, your rules applied automatically, so the surge is absorbed inside the schedule and the recovered minutes come back to the program.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday correction for your team in a surge week?

Nathan

Hi Steve,

As of late July, Sutherland was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Tina,

As of late July, Sutherland was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Lane,

As of late July, Sutherland was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Keith,

As of late July, Sutherland was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Jeffrey,

As of late July, Sutherland was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Scott,

As of late July, Sutherland was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Michael,

As of late July, Sutherland was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Joe,

As of late July, Sutherland was hiring against Calabrio for workforce management with Genesys on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Sharawan,

Calabrio under the schedule and Genesys on the floor at Sutherland, per your own hiring in July, and running WFM as a service means every client's intraday drift is your team's exception queue.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, adherence, breaks, offline windows and training placed automatically, so the queue shrinks as the programs grow.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your day is exceptions your team chases by hand?

Nathan

Hi Hemi,

NICE under the schedule and Amazon Connect on the floor, both in TaskUs' own postings as of mid-August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Which client programs carry the most intraday exception work for your team today?

Nathan

Hi Sue,

Verint under the schedule and Amazon Connect on the floor, both in Telus' own postings as of mid-August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Beth,

NICE under the schedule and Genesys on the floor, both in The Hartford's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jermaine,

NICE under the schedule and Genesys on the floor, both in The Hartford's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jared,

NICE under the schedule and Genesys on the floor, both in The Hartford's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi John,

NICE under the schedule and Genesys on the floor, both in The Hartford's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi David,

NICE under the schedule and Genesys on the floor, both in The Hartford's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jane,

NICE under the schedule and Genesys on the floor, both in The Hartford's own postings as of late August, which usually means the plan is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Geoffrey,

USAA's postings named NICE for the schedule and Amazon Connect on the floor as recently as late April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Greg,

USAA's postings named NICE for the schedule and Amazon Connect on the floor as recently as late April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Emily,

USAA's postings named NICE for the schedule and Amazon Connect on the floor as recently as late April. The plan those two produce is right at eight and wrong by ten.

Intradiem is the intraday layer on top of NICE: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of your team's day is intraday exception work rather than planning?

Nathan

Hi Brian,

USAA's postings named NICE for the schedule and Amazon Connect on the floor as recently as late April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Chris,

USAA's postings named NICE for the schedule and Amazon Connect on the floor as recently as late April. The plan those two produce is right at eight and wrong by ten.

Intradiem sits on top of NICE and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Doug,

USAA's postings this spring named Amazon Connect on the floor and NICE under the schedule, and a platform move tends to leave the intraday layer as the piece nobody owns.

Intradiem sits on top of NICE WFM and acts inside the plan as the day moves: adherence, breaks, offline windows and training placed automatically, on the rules your team applies by hand today.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Since the move to Connect, who absorbs the drift between the plan and the floor?

Nathan

Hi Brian,

Amazon Connect and NICE WFM are both in USAA's hiring this spring, and the question that lands with IT after a platform move is what the intraday layer touches.

Less than it sounds: Intradiem sits between the ACD and the WFM, reads the signals both already produce, and acts within the schedule NICE built. Nothing is replaced.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Has the operations side asked for a real-time layer on top of Connect yet, or is that still ahead?

Nathan

Hi Nick,

Aspect under the schedule and Genesys on the floor, both in Walmart's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Barbara,

Aspect under the schedule and Genesys on the floor, both in Walmart's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Phillip,

Aspect under the schedule and Genesys on the floor, both in Walmart's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jeff,

Aspect under the schedule and Genesys on the floor, both in Walmart's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Dave,

Aspect under the schedule and Genesys on the floor, both in Walmart's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Brian,

Aspect under the schedule and Genesys on the floor, both in Walmart's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Kathy,

Aspect under the schedule and Genesys on the floor, both in Walmart's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Tom,

Aspect under the schedule and Genesys on the floor, both in Walmart's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Michele,

Aspect under the schedule and Genesys on the floor, both in Walmart's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Anderson,

Aspect under the schedule and Genesys on the floor, both in Walmart's own postings as of early November, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Aspect: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Esther,

As of early August, eHealth was hiring against Calabrio for workforce management with NICE on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Robert,

eHealth's postings in early August named NICE CXone and Calabrio, and an enrollment-driven operation has one peak a year, the AEP, that the schedule can see and still cannot hold once volume lands.

Intradiem sits on top of Calabrio and moves work, coaching and breaks into idle minutes as they open, so the AEP is absorbed inside the hours already on the schedule instead of in overtime after them.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of last AEP's overtime was idle time in disguise?

Nathan

Hi Cora,

As of early August, eHealth was hiring against Calabrio for workforce management with NICE on the floor. That pairing sets a plan the day starts moving against by mid-morning.

Intradiem sits on top of Calabrio and acts inside the plan as the day moves, so the exception work your team chases by hand happens automatically, and the recovered minutes show up as capacity rather than overtime.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Leigh Ann,

Verint under the schedule and Genesys on the floor, both in loanDepot's own postings as of mid-August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Austin,

Verint under the schedule and Genesys on the floor, both in loanDepot's own postings as of mid-August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Diane,

Verint under the schedule and Genesys on the floor, both in loanDepot's own postings as of mid-August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Jon,

Genesys on the floor and Verint under the schedule, per loanDepot's own hiring this August, and a servicing center's biggest cost is the drift between the two on the days a rate move lands.

Intradiem is the intraday layer on top of Verint: real-time conditions read against the plan, your rules applied automatically, so the spike is absorbed inside the hours already scheduled rather than after them.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

Who absorbs the drift on your floor when the forecast misses?

Nathan

Hi Carrie,

loanDepot's postings in mid-August named Genesys and Verint, and a servicing floor lives on rate moves the forecast cannot see coming, which is where the plan and the day disagree most.

Intradiem sits on top of Verint and acts intraday on the rules your team applies by hand, so a rate-driven spike is absorbed inside the schedule and coaching still happens in the same week.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

What did the last rate move do to your team's week?

Nathan

Hi Tangee,

Verint under the schedule and Genesys on the floor, both in loanDepot's own postings as of mid-August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Javier,

Verint under the schedule and Genesys on the floor, both in loanDepot's own postings as of mid-August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan

Hi Bob,

Verint under the schedule and Genesys on the floor, both in loanDepot's own postings as of mid-August, which usually means the plan is right at eight and wrong by ten.

Intradiem is the intraday layer on top of Verint: it reads real-time conditions against the schedule and acts on the rules your team applies by hand, so adherence, breaks and training move themselves as the day drifts.

Humana runs it on top of the WFM it already had: 2.7 million automated actions last year, and about two hours back per agent per month.

How much of the plan survives past ten on a heavy day?

Nathan