Workforce Management Web for Supervisors (Classic) Help

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This manual is for version Current of Workforce Management.

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Article Description
Article Description
Optimizing the UI display Get recommendations for optimizing the WFM GUI display.
Creating Activity Sets and Groups Use Activity Sets to facilitate multi-skilled scheduling, and Activity Groups to facilitate contact center performance monitoring and reporting.
Add Calendar Items Wizard Use this wizard to choose the activities and agents that will be associated with the calendar items you are adding. Calendar items are things like availability, days off, exceptions, shifts, time off, and working hours.
Adding Breaks and Meals to Shifts Define the rules for assigning breaks and meals to shifts within shift sequences.
Add Overhead Wizard Use the Add Overhead Wizard to to add planned or unplanned overhead to forecasts. WFM uses this data to forecast shrinkage in schedules.
Adherence Use the Adherence view to monitor real-time agent adherence to the schedule, display the data in either a table (Details view or pie chart (Graphical view).
Adherence Views View and customize detailed agent adherence data in a table or graphical format.
Adherence Reports Choose from three different reports to view adherence details and statistics at the business unit, site, team, or agent level, or on a per-channel basis.
Agent Contracts and Rotating Patterns Where union or contractual requirements exist, assign contracts and/or rotating patterns to agents. Contracts are similar to employment contracts and Rotating Patterns consist of rotating work weeks, work days, work hours, and/or work activities.  
Agents Time Off Manage time-off rules and time-off types for an agent.
Add/Remove Scenario Elements Wizard Learn how to use this wizard to modify the data in scenarios.
Associating Agents with Rotating Patterns Associate agents with the Rotating Patterns to assign consistent work weeks, days, hours, and/or activities.
Audit Reports Use the Audit reports to track the actions performed by supervisors while working in the Calendar and Master Schedule.
Availability Patterns Use Availability Patterns to define the default settings for the days and hours that contracts can be scheduled.
Calendar Add and edit agents' exceptions, preferences, and time off using the Calendar view's settings dialogs, and wizards.
Time-Off Limits Use the Time-Off Limits feature to control the number of agents allowed to take time off, thereby ensuring your service level objectives are not adversely affected.
Activities This topic provides links to procedures for configuring activities.
Agents View and configure agent properties, and assign Activities, Contracts, or Rotating Patterns to agents.
Roles Create and assign user security roles to control general access privileges and permissions.
Configuration Reports Use the Configuration reports to summarize the configuration settings for the Activities and Shared Transport objects.
Configuring Bidding Periods Enable agents to bid for time off within a specified period.
Users Configure user properties, security roles, privileges, and access rights. Users are supervisors and other persons who are not agents.
Calendar Reports Use the various Calendar reports to display calendar items data, such as time off, days off, shifts, rotating patterns, availability, working hours, exceptions, and preferences.
Commit/Rollback Multiple Wizard Use the wizard to commit or roll back pending schedule changes for selected agents on selected dates.
Contract Constraints Define basic scheduling parameters for new or existing employment contracts.
Contracts Use the Contracts views to create and manage contracts.
Contract Shifts, Agents, and Profiles Assign and manage shifts, agents, and profiles in contracts.
Colors Configure the color scheme that WFM uses in the Schedule views to display schedule items.
Delete Multiple Wizard Use the wizard in either Schedule Scenarios or the Master Schedule to delete items from multiple agents' schedules, simultaneously.
Day Off and Weekend Rules Configure day-off and weekend rules while creating and editing contracts.
Date Selectors Use the date selectors to set the start date, month, and first work day for the data that displays in various views in the interface.
Exception Types Manage part day and full day Exception types, which define periods of time when agents are engaged in non-work activities, such as training or meetings.
Filtering, Options, and Preference Statuses Learn how to filter the items that appear in the Calendar Items view, show or hide columns in the table, and change the status of agent preferences in the Calendar.
Filtering Agents and Teams In the Configuration > Shared Transport view filter a list of agents or teams. agents and teams.
Finding Agents in Tables Use the Find Agents feature to quickly find agents in large tables.
Find Events Use the wizard to search through historical data for periods of time that represent anomalies and use this information to build accurate forecast scenarios.
Forecasts Use the Forecast views to create and edit forecast scenarios and publish optimal scenarios to the Master Forecast.
Forecast Reports Use these reports to display the anticipated activity and staff requirements data in tabular or graph format.
Forecast Scenario Overheads View In this view, edit predefined overhead data that WFM uses to forecast shrinkage while scheduling and manage overhead that is associated with Schedule State Groups.
Forecast Scenarios Manage and publish forecast scenarios created by you and others (if shared).
Forecast Templates Configure and manage forecast templates that you can use to create forecasts for sites or business units that have little or no historical data.
Forecast Scenarios View Use this view to open and manage forecast scenarios created by you and others (if shared).
Scenario Volumes View Build or edit the selected forecast scenario's interaction volumes and average handle times.
Getting started Get an overview of the task that supervisors can perform using WFM and learn about some preliminary task that you can do to get started.
Graph View Options This topic describes how to customize the display of the Scenario Graphs view, the Master Forecast Graphs view, or the Historical Data Graphs view.
Historical Data This topic lists the views in Historical Data. Configure settings to define how interaction volumes within historical data is displayed in the grid. Configure the settings to display for historical data in a line graph.
Import Manually import historical data into WFM.
Individual and Team Schedule Reports Configure these reports to display data for each agent's schedule and each team's schedule, individually.
Insert Multiple Wizard Use the wizard in either Schedule Scenarios or the Master Schedule to add items into multiple agents' schedules, simultaneously.
Logging In and Out Type or copy the WFM Web URL into a browser and log in to start working in Web for Supervisors.
Modify Individual Agents' Schedules Insert and edit, and move schedule items for a particular agent.
Editing Schedule Items When modifying individual agent's schedules, use various WFM wizards and dialogs to edit schedule items.
Inserting Schedule Items When modifying individual agent's schedules, use various WFM wizards and dialogs to insert schedule items.
Managing Shared Transport Configure and add participants to Shared Transport, and manage requests to join.
Marked Time Use Marked Time to identify periods of time that are not already accounted for that WFM should track and display in the schedule and reports.
Multi-Site Activities Create and configure multi-site activities, which are regular activities within multiple sites in the same business unit, for tracking and reporting purposes.
Master Schedule Intra-Day: Accessibility and Dialogs Make it easy for impaired users to select commands, and customize settings in the Master Schedule Intra-Day view dialogs.
Master Schedule Intra-Day: Performance Data Target Choose a target for which to track the performance data that WFM displays in Intra-Day schedules.
Master Forecast View statistics, staffing, and overhead data in the Master Forecast and customize the statistics display in graph or table format.
Master Schedule Agent-Extended View Display and edit a single agent's schedule for a week or the schedule planning period.
Master Schedule Changes Approval View and approve pending schedule changes made by others.
Master Schedule Coverage View Compare the Master Schedule's staffing coverage with the forecast (calculated and required) staffing data.
Master Schedule Intra-Day View Manage agents' schedule details for a specific day in the Master Schedule.
Master Schedule Overtime Requirement View Enter and edit overtime requirements into the Master Schedule.
Master Schedule Summary View Configure the display of Master Schedule statistics in a summary view.
Master Schedule State Group Totals Display coverage statistics for each timestep in a selected day to assist in determining the cause of schedule overstaffing or understaffing.
Master Schedule Weekly View Configure summary tables to display the total paid hours, working start/end times, or shift names for selected agents.
Meeting Scheduler Use the Meeting Scheduler to create ad hoc meetings, add participants, and set the date and other details.
Meetings Use the Meeting Planner to configure and manage meetings that you know about in advance, or for reoccurring meetings.
Notifications Create and manage notifications that alert users of schedule and time-off changes.
New Forecast Wizard Set general parameters and select activities to create forecast scenarios that can be used as master forecasts.
New Schedule Scenario Wizard Create and populate schedule scenarios, choosing the optimal scenario as a basis for the master schedule.
Master Forecast Cleanup and Graph Options Learn about options to customize the display of the Master Forecast Graphs view and how to remove information from the Master Forecast for specific dates and activities.
Business Units Use these controls to create business units (BU) that consists of a set of sites that may be grouped together because the agents at the sites perform the same activity, or for ease of management.
Sites This page provides links to topics that explain how to create and manage sites.
Time Zones View a list of time zones in WFM and learn how to configure Daylight Saving Time.
Overlays Configure and manage forecast overlays that act as factors, helping you to track events that might affect interaction volumes.
Security and accessibility Learn about Workforce Management's security and accessibility features.
Overtime Bidding Learn how using Overtime Offers that enable agents to bid on the overtime hours they most prefer can help with meeting your overtime requirements.
Publishing and Extracting Forecasts Use a wizard to transfer unpublished forecast scenarios to Master Forecasts, or to extract Master Forecast information to forecast scenarios.
Publishing and Extracting Schedules Use a wizard to transfer unpublished (or previously-published) schedule scenarios to the Master Schedule, or to extract Master Schedule information to schedule scenarios.
Policies Reports Use the Policies Reports to summarize data about policy objects.
Policies Use Policy objects to configure the rules that govern the work schedules of contact-center agents. WFM considers these rules (defined as policies for each site) when making forecasts and setting up schedules.
Performance Intra-Day View View WFM performance statistics in both summarized and detailed displays in a grid.
Performance Monitor View Use this view to monitor each performance statistic, displayed in a horizontal bar graph and based on the most recent timestep.
Performance Reports Use the Performance Reports to summarize site performance measures in tabular and/or graph formats.
Reports View and generate a variety of WFM reports.
Role Privileges Assign role privileges to users, enabling them to perform various actions or tasks in WFM modules and views.
Rotating Patterns Properties Configure properties and other settings in rotating weekly patterns. Rotating patterns consist of rotating work weeks, work days, work hours, and/or work activities.
Reports Scheduler Use Report Scheduler to schedule reports and then, view and edit those schedules.
Required Staffing Wizard Define required staffing values in forecast scenario by using the wizard.
Rotating Patterns Create and manage rotating weekly patterns. Rotating patterns consist of rotating work weeks, working days, working hours, and/or work activities.  
Review Requests and Messages Dialogs Find out how to view and what kind of information you'll find in the Review Batch Requests and Review Calendar Messages dialogs.
Scheduled Budget and Agent Comments Reports Configure these reports to display data related to agents daily pay and agent comments in the schedule.
Schedule Build Wizard Use the wizard to build schedules for selected sites, based on selected forecast scenarios that include all activities and agents defined for those sites.
Schedule Scenarios Learn about the different views within the Scenarios view and the type of data you'll find in each of them. Then, open and manage new and existing schedule scenarios.
Schedule Validation View and manage warning and error messages that were generated the last time the schedule was built, validated, or rebuilt.
Intra-Day Schedule Rebuild Wizard Use the wizard to rebuild an Intra-Day schedule for a specific day or time period for a site, team, or agent.
Schedule Trade and Bidding Reports Configure these reports to display schedule trade and schedule bidding data.
Schedule Validation and Summary Reports Configure these reports to display schedule validation warning messages and schedule summary data.
Schedule Bidding Learn how to create schedule bidding scenarios that contain no agent names, and distribute those schedules to agents, enabling them to rank and bid on their most desired and least desired schedules.
Schedule Rebuild Wizard Use the wizard to change the agents, teams, and/or dates in built schedules.
Schedules Get an overview of WFM scheduling, including access security, scheduling tasks, using profiles, using schedule scenarios and master schedules, and dealing with schedule changes.
Schedule Marked Time Reports Configure these reports to display data related to Marked Time for enterprises, business units, sites, teams, or agents. WFM uses Marked Time to identify and track periods of time that are not already accounted for. For more information, see Marked Time.
Schedule Reports View and generate a variety of WFM Schedule reports.
Schedule State Groups Learn about Schedule State Groups, schedule states, and Genesys states.
Schedule State Reports Configure these reports to display the Schedule states data from schedule scenarios or Master Schedules for teams or agents.
Scenario Agent-Extended View View and edit a single agent's schedule for a week or for the schedule planning period.
Scenario Coverage View Compare a schedule's staffing coverage with the forecast (calculated and required) staffing data.
Scenario Graphs View Configure the settings to display selected forecast scenarios data in a line graph.
Scenario Intra-Day View Manage schedule details for agents and profiles, for a selected scenario on a specific day.
Scenario Profiles/Bidding View Assign agents to schedules that you created by using profiles.
Scenario Staffing View Edit calculated and required staffing in selected Forecast scenarios.
Scenario State Group Totals Display the coverage statistics for every timestep in a selected day.
Scenario Summary View Open the view to display a summary of statistics about the current schedule scenario.
Scenario Weekly View Open the view to display a summary table of total paid hours, working start/end times, or shift names.
Shifts Create and manage shifts that define basic workday parameters.
Shared Transport Create and manage shared transport.
Scenario Intra-Day: Wizards and Dialogs Use the wizards and dialogs in the Scenario Intra-Day view to publish/extract schedule data, set the performance target, edit comments and other options, and review messages.
Scenario Intra-Day: Performance Data Target Choose a target to see the performance data in the Schedule Intra-Day views.
The Supervisor's window Learn how to use the Web for Supervisors controls, icons, modules, and views to customize the GUI display.
Statistics Learn about the objects, types, and filters in statistics properties, and other optional settings that can be used when adding statistics to activities.
Contracts Site Settings Configure settings for sites that are associated with contracts.
Staffing Build Wizard Use the wizard to build forecast staffing data for a single-site or multi-site activity, based on set parameters.
Staffing Split Wizard When staffing forecasts, use the wizard to split a multi-site activity's staffing results between its associated activities.
Swap Agent Schedules Wizard Use the wizard to swap agents' schedules, when necessary.
Shift synchronization Configure shift synchronization and learn how it impacts schedule planning periods, contracts, team, and days off.
Time-Off Rules Learn how to use time-off rules to control how agents' time-off hours are accrued and awarded, and define options for time-off requests.
Time-Off Types Configure and manage multiple time-off types.
Time-Off Bidding Get an overview of how WFM automates time-off bidding requests and assignments, and learn how to configure time-off bidding periods.
Trading Understand the criteria for the schedule trade proposals included in the list of Trades.
Task and Shift Sequences Use task sequences to enable agents to work only on a specified set of tasks, and use shift sequences to configure and manage shift items, such as meals and breaks.
Volumes Build Wizard Use the wizard to build volume data for one or more selected activities in forecast scenarios.
Volumes Split Wizard Use the wizard to split volumes in forecast scenarios for multi-site activities.
What-If Window Analyze how changes in statistics affect other factors by using what-If scenarios.
Weekly Schedule Reports Configure these reports to display the weekly schedule data for agents, activity staffing, teams , and coverage.
Common controls in the UI Learn about the controls that are commonly used throughout the views in the WFM Supervisor application.
Forecasts Find out what's in the Forecast menu and sub menus, and learn how to work with forecasts and historical data.
Common forecasting tasks Find out which common tasks can be completed in more than one Forecasting view.
Shrinkage in scenarios Learn about the types of data you'll find in the Shrinkage grid, how to navigate it, and customize it.
Scenarios Learn how to perform all of the basic tasks to help you manage forecast scenarios.
Templates Learn when and how to use different template types and understand the template data.
Volumes in scenarios Learn about the types of data you'll find in the Volumes grid, how to navigate it, and customize it.
Getting started Learn about the basic features in WFM before you begin making forecast predictions. .
Logging in and out Learn how to log in and switch between the classic Supervisors UI and the latest Forecast UI, and what you can change in user settings.
Managing overlays and events Create and manage overlays and overlay events.
Managing shrinkage data Manage the shrinkage data for activities in forecast scenarios, in some cases by applying templates.
Managing templates Learn how use forecast templates to create forecasts for sites or business units that have little or no historical data.
Master Forecasts Learn how to use the settings and understand and manage the data, and find events in the Master Forecast views.
Overlays Learn how overlays impact forecast predictions, and understand overlay properties and data.
Required and split staffing methods Set the required staffing values and learn how to split multi-site activities staffing data between its associated activities.
Staffing in scenarios Learn about the types of data you'll find in the Staffing grid, how to navigate it, and customize it.
Building staffing Build staffing data, by defining the number of agents in forecast scenarios.
Building volumes Set parameters that will be used to build volumes data in forecast scenarios for one or multiple activities.
Adjusting and splitting volumes Set parameters in the forecast scenarios properties to adjust and split the volumes data.

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