WFM - Intraday Management

  • Teaches how to monitor intra-day developments and make adjustments to optimize staff and meet service goals
  • Outlines the process of tracking performance within the day and reacting to overstaffing and understaffing situations
  • Provides proven practices on attendance and adherence to ensure frontline staff are available when and where you need them
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

Continue to meet service goals throughout the day, even when unexpected situations arise. In this course, you will learn how to apply intraday management tactics to cope with unforeseen events such as agents calling in sick, sudden technical problems, or unexpectedly high call volumes. Then you'll be introduced to proven practices to become an expert in managing attendance and schedule adherence.

The course WFM - Intraday Management is also included in the bundles Staffing Essentials and Call Center Staffing.

Who should take this?

  • New hires in the workforce management department
  • Workforce management professionals that want to improve their intraday management skills


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 2 h 30 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Managing Daily Service Levels

An Intra Day Guide to Managing Staff and Service

Managing Daily Service Levels

It is critical to track how accurate your forecast is and how well your schedules are performing every half-hour of every single day to ensure service goals are being met and employees are being utilized effectively.

This interactive e-learning unit will provide you with the essential tools for managing staffing levels to maximize service while minimizing cost and staffing disruptions. It will outline the process of tracking service within the day, define a wide range of overstaffing and understaffing reaction strategies, and provide you with practical solutions for managing the schedule exception process.

Upon completion of this unit, you will be able to:

  • Identify the components and manage the process used to track daily performance.
  • Develop a communications plan should intra-day staffing changes be required.
  • Implement reaction strategies from both a staffing and technology perspective.
  • Understand the many types of intra-day activities that affect staff availability and how to track them.
  • Outline the most critical measures of intra-day performance and when to use each one.
  • 7 modules
  • 67 min

Included modules and learning aims:

  1. Introduction 10 min

    • Outline the objectives managing intra-day performance
    • Define the components to measure and track within the day
    • Identify some of the important aspects of intra-day performance management
    • Outline the content of the course that follows
  2. Tracking Intraday Service 11 min

    • Describe the intraday tracking process used by most call centers
    • Define scenarios that can impact handle time
    • Define scenarios that can impact call volume
    • Define scenarios that can impact staffing levels
  3. Intraday Communication 10 min

    • Define the three components of the communications stage
    • Describe points to consider when communicating with agents
    • Identify the main concerns of senior management and how to respond to them
  4. Understaffing Reaction Strategies 12 min

    • Outline the steps to assess an understaffing problem
    • Describe options for making workforce changes to address the problem
    • Outline technology strategies to react to understaffing
  5. Overstaffing Reaction Strategies 06 min

    • Outline potential causes for reduced workload and overstaffing
    • Define ways to make use of spare staffing capacity
    • Discuss options for offering time off to employees
  6. Managing Schedule Exceptions 09 min

    • Outline the basic types of schedule exceptions
    • Describe the potential impact of poor exception management
    • Discuss suggested approaches for managing schedule exceptions
  7. Assessment 09 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

2. Attendance and Adherence

Ensure Agents are Available When Needed

Attendance and Adherence

This interactive e-learning is designed to help contact centers manage both attendance and schedule adherence. It teaches how to define and quantify schedule adherence, communicate “The Power of One” to all contact center staff, and how to shape desired attendance and adherence behaviors through proper education and reinforcement.

One of the toughest jobs related to workforce management may not be the intricate calculations of forecasting nor the numerous iterations of coming up with the most optimized schedule. The hardest part may come after the schedules are in place - simply ensuring there are frontline staff available when and where you need them to be.

Some call centers are much more successful than others at this attendance and adherence dilemma. So how do you get staff to show up for work on Mondays and stick to their planned break times? This unit will share proven practices on attendance and adherence that have resulted in increased availability.

Upon completion of this unit, you will be able to:

  • Quantify the cost and service implications of missing staff.
  • Identify ways to communicate and educate staff on “The Power of One” in call center staffing.
  • Describe options for setting adherence performance goals and selling them to the staff.
  • Identify reward and consequence programs that support adherence goals.
  • 7 modules
  • 61 min

Included modules and learning aims:

  1. Introduction 06 min

    • Describe the basic problem of adherence
    • Outline ways adherence can be defined
    • Outline the content of the course that follows
  2. Quantifying the Adherence Problem 09 min

    • Outline the three impacts of understaffing
    • Calculate the results of non-adherence
    • Identify ways to quantify the impact of lost time
  3. Setting and Measuring Adherence Goals 10 min

    • Define the terminology used when discussing schedule adherence
    • Outline the key schedule adherence measurements
    • Describe considerations for setting adherence goals
  4. Understanding Adherence Behaviors 10 min

    • Describe the components of a performance management model
    • Outline the reasons for non-adherence behaviors
    • Identify strategies for addressing adherence performance gaps
  5. Applying Consequences for Adherence 10 min

    • Identify positive and negative consequences that shape adherence
    • Describe the most common reasons for non-adherence
    • Define other characteristics of consequences
  6. Attendance Problems and Solutions 09 min

    • Identify common reasons that contribute to attendance problems
    • Describe ways to incorporate earned time off into the schedule plan
    • Describe motivational strategies that can impact absenteeism
  7. Assessment 07 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

Mastery Certification: WFM - Intraday Management

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

10 questions 20 min

Mastery Certification: WFM - Intraday Management

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The WFM - Intraday Management course is designed by call center experts to provide a practical and engaging learning experience. Start today.