Reference · built on requestOperator by FibricWorkforce & scheduling

Intraday Balance

Compares each interval's forecast with the agents staffed and proposes break moves, voluntary time off, or routing changes for the day.

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About

Intraday Balance is an operator job for the contact center's working day. It reads the interval forecast published in Amazon Connect, the live counts from the same instance, the agents online, available, on contact, in queue, and the oldest waiting contact, and the day's schedule with its breaks from your scheduling system. Interval by interval it finds where staffed runs short of forecast and where it runs long.

Where an interval is short it proposes moving named breaks or borrowing agents from a queue with slack, as a routing profile change. Where it runs long it proposes voluntary time off to named agents. The supervisor approves each move, the agent accepts each offer, and a routing change is reversed at the interval's end. The record holds what was read, what was proposed, and who said yes.

This is a reference listing. It documents what Fibric would read from Intraday Balance and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Live queue and agent counts from Amazon Connect GetCurrentMetricData: AGENTS_ONLINE, AGENTS_AVAILABLE, AGENTS_ON_CONTACT, CONTACTS_IN_QUEUE, OLDEST_CONTACT_AGE, grouped by queue and channel
  • Each agent's status, routing profile, and current contacts from Amazon Connect GetCurrentUserData
  • The day's forecast by interval: the short-term forecast Amazon Connect updates daily, and intraday forecasts refreshed every 15 minutes on queues that qualify
  • The day's schedule with breaks and time off: Amazon Connect shift activities, or shifts and scheduled breaks from When I Work /v3/scheduled-breaks, 7shifts, or Deputy
  • Routing profiles and the queues each one serves, so a queue change can be expressed as a profile move and reversed
  • Supervisor answers and agent acceptances on the proposals it posts in Slack or Microsoft Teams

Proposed actions

  • Target capability: propose the interval picture: forecast, staffed, and the gap per queue and channel, refreshed on the cadence you set
  • Target capability: propose break moves for named agents in a short interval, as a shift update in When I Work, 7shifts, or Deputy
  • Target capability: propose voluntary time off offers to agents in a long interval, in Slack or Microsoft Teams, then the time off request on acceptance
  • Target capability: propose a routing profile change for named agents through UpdateUserRoutingProfile, so a short queue borrows from one with slack
  • Target capability: propose reverting the routing profile at the interval's end, so borrowed agents return

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Borrow agents across queues for one interval

    When CONTACTS_IN_QUEUE and OLDEST_CONTACT_AGE climb on one queue while another shows AGENTS_AVAILABLE, the operator proposes UpdateUserRoutingProfile for named agents and the reversal at the interval's end, for the supervisor in Slack.

    With Amazon Connect, Slack

  • Offer voluntary time off from a long interval

    Where staffed exceeds forecast across the afternoon, agents on the shortest remaining shifts get a Microsoft Teams offer. An acceptance becomes a proposed When I Work time off request through /2/requests.

    With Amazon Connect, When I Work, Microsoft Teams

  • Slide 7shifts breaks around the lunch peak

    Scheduled breaks that land on the forecast peak are proposed as shift updates in 7shifts, each moved to the nearest interval with slack, with the agent told in Slack.

    With Amazon Connect, 7shifts, Slack

Requirements

  • An Amazon Connect instance with a published forecast, and a cross-account role that allows GetCurrentMetricData, GetCurrentUserData, and, for routing changes, UpdateUserRoutingProfile
  • A source for the day's breaks: Amazon Connect scheduling, or When I Work, 7shifts, or Deputy
  • Slack or Microsoft Teams for the supervisor's approvals and the agents' answers
  • Per queue: the interval length, the gap that triggers a proposal, and which routing profiles may borrow from which
Authentication
Keeps no credentials. Metrics and agent data are read, and routing profiles changed, through the Amazon Connect connector's role in your account; schedules go through the scheduling connector you bind.

Limits

  • Amazon Connect intraday forecasts need at least 5,000 unique contacts per week per queue and channel over four weeks; other queues use the daily forecast
  • GetCurrentMetricData filters by queue or by routing profile, not both, and takes at most 100 queues per request; large instances are read in slices
  • Amazon Connect's own schedules are edited by supervisors in Schedule Manager; the operator hands those edits to a person rather than writing them
  • A routing profile change moves every queue the profile serves; the proposal lists them so the supervisor sees what else the agent will take

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Intraday Balance ↗

Questions and answers

What does the supervisor approve?
Each move: the agents named, the interval, and the effect on the gap. A routing profile change shows the queues the agent will take on. A break move shows the new time. A voluntary time off offer shows who is offered and the hours it removes.
What record is left?
Per interval: the forecast and staffed counts read, the proposals made, who approved them, each write to Amazon Connect or the scheduling system with its response, the reversal when one was due, and every offer with its answer.
Does it move agents without asking?
No. A routing profile change, a break move, or a time off offer goes out only after a supervisor approves it. Offers to agents are accepted by the agent, and silence counts as a decline.
Ask about Intraday Balance

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy