ACT™
ACT™ is Solid Rock Consulting's proprietary three-part intraday management framework, built on Agent Monitoring, Capacity & Queue Management, and Tactical Reforecasting & Adjustments, and used inside WFM Navigator to keep contact center operations on plan in real time, every shift.
How we deliver it
Services Offered Under the ACT™ Framework
WFM Navigator
Workforce Management as a Service. Navigator runs the full ACT™ discipline for you: live monitoring, active queue management, and tactical adjustments, every shift, every day.
EXPLORE →WFM Health Check
A clear read on where your intraday execution breaks down, and how far your current process is from a live, structured response.
GET YOUR WFM HEALTH CHECK →WFM Consulting
Hands-on SRC expertise to design your intraday playbook (escalation triggers, adjustment rules, and real-time roles) alongside your team.
FREE WFM STRATEGY CALL →Why ACT™ exists
A plan is only true until the first hour of the shift.
The forecast was solid. The schedule was approved. At 8 AM, everything lines up. A forecast and a schedule tell you what should happen. And for the first hour, it does.
Then the day starts moving. Volume shifts. A few agents drift off-plan. One queue backs up while another sits idle. The dashboard shows all of it, but nobody owns the decision. By the time the service level dip lands in tomorrow's report, the window to fix it has already closed.
ACT™ was built for that window. It turns intraday from something you watch into something you run, with a defined way to monitor, redistribute, and adjust while the shift is still happening.
The dashboard exists. The decision-making is what ACT™ builds.
The problem
Intraday isn't a reporting problem. It's a response problem.
Agent adherence is tracked, but nobody's acting on it in the moment
Queues are monitored, but capacity isn't being actively redistributed against them
When the day goes off-plan, there's no structured response, just a scramble to catch up
By the time service level dips show up in a report, the window to fix it has already closed
A forecast and a schedule tell you what should happen. They don't tell you what's happening right now. And most organizations have no structured way to respond when the two drift apart.
The ACT™ Framework
The 3-Part Discipline Behind Every Stable Intraday Operation
| Part | What it means | What it protects |
|---|---|---|
AAgent Monitoring | Real-time visibility into adherence, availability, and performance. Not as a historical report, but as a live signal you can act on while the shift is still happening. | Adherence and availability, in the moment, not tomorrow |
CCapacity & Queue Management | Matching available capacity to actual queue conditions as they shift across channels, skills, and teams, so coverage follows the work instead of a static plan. | Service level: coverage that tracks real demand |
TTactical Reforecasting & Adjustments | The layer most teams skip: when conditions change, the plan changes with them. Short-term adjustments (breaks, overtime, channel shifts, skill reallocation) made on purpose, not as a last resort. | Plan integrity for the rest of the day |
- What it means
- Real-time visibility into adherence, availability, and performance. Not as a historical report, but as a live signal you can act on while the shift is still happening.
- What it protects
- Adherence and availability, in the moment, not tomorrow
- What it means
- Matching available capacity to actual queue conditions as they shift across channels, skills, and teams, so coverage follows the work instead of a static plan.
- What it protects
- Service level: coverage that tracks real demand
- What it means
- The layer most teams skip: when conditions change, the plan changes with them. Short-term adjustments (breaks, overtime, channel shifts, skill reallocation) made on purpose, not as a last resort.
- What it protects
- Plan integrity for the rest of the day
A forecast sets the plan. ACT™ is what keeps the plan true for the next eight hours.
Why this matters now
ACT™ is for you if your organization is…
…you don't have a planning problem. You have an intraday execution problem, and that requires a live discipline, not a better spreadsheet.
Watching service level dip mid-day with no clear process for catching it early
Relying on one experienced supervisor to "feel" when something is off
Treating adherence data as something you review tomorrow, not act on today
Finding that the forecast and schedule are solid, but execution still falls apart
The fix: WFM Navigator
See How Navigator Keeps Your Day On Track
ACT™ isn't something you set up once. It has to run, every shift, every day. WFM Navigator delivers the full ACT™ discipline as an ongoing, managed service, without you having to build and staff that function internally.
Request a Navigator Strategy Conversation →Workforce Management as a Service. Intraday that doesn't fall apart by noon.
What you get
- Live agent monitoring, not next-day reporting
- Active capacity and queue management across the day
- Structured tactical adjustments instead of reactive scrambling
- Delivered as a managed service, not another dashboard to watch
You stop reacting to the day. You start running it.