What type of data can be viewed in intraday monitoring?

Intraday monitoring focuses on real-time data that reflects the current operational status of contact center activities. This data includes insights on how many agents are currently available, how many are on calls, the volume of incoming interactions, the types of media being utilized (such as voice, chat, or email), and the status of queues.

When considering the elements that can be monitored intraday, queue metrics and media types are essential as they provide immediate visibility into the workload and performance of the contact center at any given moment, enabling timely adjustments to staffing and resources as needed. The specific reference to the date emphasizes the real-time context of the data, which is crucial for making dynamic decisions.

Other options, while relevant to workforce management, do not align with the immediate and real-time focus of intraday monitoring. Agent proficiency and productivity metrics, customer satisfaction ratings, and training records typically involve historical data or longitudinal assessments rather than the live, actionable insights necessary for managing daily operations effectively.