Changing contact center work has fueled an evolution in WFM paradigms. Today’s paradigms recognize that digital interactions don’t fit into traditional WFM assumptions based on phone calls.

NICE’s True to Interval (TTI) Analytics unlocks accurate forecasting and scheduling of digital interactions by reporting in the time intervals when an interaction is actually handled, not just when it ends. TTI can also be applied to back office work to blend front and back office work streams for greater productivity and efficiency.


Read on to learn the new WFM paradigms:

• Activity on a customer interaction must be reported in the interval it occurs, not at the end
• Work planning must be normalized to the smallest planning interval for blended work streams
• Staffing schedules must take into account the number of work items received and the number of work items active