Real-Time Performance Management in Call Centers: Why Does Real-Time Decision-Making Matter? In a call center, planning is usually completed before operations begin. Call volume is forecasted, the required number of agents is determined, and employee schedules are created. However, actual conditions do not always follow the original plan exactly. Call volume may increase unexpectedly, some employees may become unavailable, or Average Handle Time may be longer than anticipated. Under such circumstances, relying solely on the initial plan is not sufficient.