Breaking the Chains of the WFM Paradigms

Is your WFM forecasting method phoning it in?

Traditional WFM methods of forecasting and scheduling are based on outdated paradigms from phone calls. Our new reality is digital, and your WFM solution should take into account asynchronous, periodic interactions. True to Interval (TTI) analytics reports on interaction activity as it happens, not just when it ends, for clearer forecasting of workloads in your contact center.

Read more about advances from True to Interval analytics:

• Forecasts, staff requirements, and schedules are based on historical patterns of interval-specific work activity
• Handling time reported to the interval work occurs, not when it was completed
• Work items are processed by multiple employees
• Concurrency happens at the channel and employee level