Intraday automation is software that manages the gap between the schedule you planned and the day you actually get. Instead of analysts watching dashboards and correcting deviations by hand, the platform reforecasts continuously, finds surplus and shortfall as they appear, and takes the remediation actions for you. You set the rules and QStory acts on them.
Our intraday feeds reforecast your day and prioritise your customer service goals. When a trough opens up, QStory moves offline activities such as training, coaching and one-to-ones into it. When demand spikes, it protects the phones and reschedules everything else.
Nudges keep teammates where you need them, and teammate requests are automated where that helps your business. Every action follows rules your planners control, so you always know why a change was made.
of offline work automatically rescheduled to protect service levels each month
increase in adherence in year one with QStory
increase in coaching time at Jet2
NatWest repurposes 400,000 hours a year and cut attrition from 65% to 22%. Nationwide records 1,000 fewer hours of lateness a month and won the Forum Partnership Award 2026 with QStory. Jet2 increased coaching time by 87%. eBay reduced attrition by 25% with the Agent App.
QStory is a full workforce management platform built intraday-first: forecasting, scheduling, schedule optimisation, real-time management, back office and employee engagement in one system. Real-time is where the platform started, and it runs through every module.
Software that makes the routine corrections itself rather than only raising alerts. Good intraday automation reforecasts the day continuously, finds surplus and shortfall as they appear and acts on them within rules your planners control and can see. It should cover voice, digital channels and back office work in one engine, and be part of your full WFM platform, so forecasting, scheduling and real-time changes are not split across separate systems. QStory is built this way, with intraday automation as the foundation of the platform.
RTA software compares what each person is doing right now with what their schedule says they should be doing, and flags the difference. QStory goes further and corrects deviations automatically under rules you set.
Yes. QStory reforecasts the day continuously and acts on the gaps it finds: moving offline work, adjusting activities within your rules and nudging teammates back on plan. Analysts approve the exceptions rather than working every case by hand.
Intraday management is the discipline of running the day against the plan. Intraday automation is software doing the routine parts of that job for you, so decisions are made in seconds rather than after the damage is done. Barry Jones, our Product Director, explains the shift in Intraday Management: Why Manual Monitoring is Just Expensive Spectating.
Automate the routine corrections and keep analysts for the judgement calls. Done by hand, an analyst has to spot a deviation, check it and move people, and by then the interval has often passed. Automation makes those corrections in seconds under rules your planners set, and leaves analysts the exceptions and the improvements to the plan. The time adds up: NatWest repurposes 400,000 hours a year for coaching and development with QStory.
No. It takes the administration off them so they can work as analysts: reading the day, handling exceptions and improving the plan.
Through pragmatic, rules-based decision intelligence. Every automated action follows rules your planners set and can see, so nothing happens in a black box.
Voice, digital channels and back office work, all in one engine.
Customers have recorded a 14.5% increase in adherence in their first year with QStory.
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