Intradiem technology integrates directly with your incoming customer interaction channels (ACD, chat, etc.) as well as with your WFM system. In addition, Intradiem provides a component that sits on the agent desktop to monitor in real time what each working agent is doing at any given time. Data from all contact center systems are continuously fed into the Intradiem platform’s customizable rules engine, which operates on an if-then basis: You calibrate thresholds and actions to satisfy your organization’s objectives, and if a threshold is crossed, Intradiem then triggers automatic action and notifies the actor(s) involved with no manual intervention.Intradiem offers templated automations to address contact center management challenges, such as: 9 Managing call handling time 9 Finding unforeseen downtime to deliver training and communications or coaching sessions 9 Attendance situations such as calling in sick or late 9 Managing schedule adherence to ensure that agents get lunch and other breaks on time 9 Managing AUX adherence to ensure that agents don’t abuse specific off-phone AUX codes 9 Recognizing agents with surprise breaks 9 Overstaffing and understaffing situations throughout the day