Scenario Staffing View

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Edit calculated and required staffing in selected Forecast scenarios.

Related documentation:

The toolbar at the top of the Staffing view is shown here. See the button descriptions below.

WM 851 toolbar-forecast-staffing.png

This view provides standard date-selection controls and a grid that shows staffing levels for days or timesteps.

Displaying the view

To display the Staffing view:

  1. Select Forecast from the Home menu on the toolbar.
  2. Select Scenarios from the Forecast menu on the toolbar.
  3. Select a scenario from the list in the data pane, and open it.
  4. Select the open scenario's name from the Forecast menu on the toolbar.
    All open scenarios appear on the menu.
  5. Select Staffing from the <selected scenario name> menu on the toolbar.
  6. In the Objects tree, select an activity, multi-site activity, site, business unit, or enterprise.

The view displays a graph above a table, each containing the same statistics, and controls that set the data display properties for the graph and table.

If you do not see any data, you may need to adjust the Period, Granularity, or Date controls at the top of the window to reflect those used for the forecast.

Setting the data display properties and date range

Use these controls to customize the data display in the graph and table:

  • Period drop-down list—Change the time range for the graph and the grid by selecting Year, Month, or Week. {{NoteFormat| Planning Period also appears as a value in the Period list if the selected site has a configured planning period.}}
    If you select Week, you can further adjust each row's time range by selecting 15, 30, or 60 (minutes) from the Granularity drop-down list.
  • Show Statistics drop-down list—Specify what data is displayed in the graph and table by selecting from these choices: Calculated Staffing, Required Staffing, Calculated and Required Staffing.
  • Show Columns check boxes—Show (or hide) data columns in the table by selecting or clearing the Calculated and Required check boxes.
  • Use standard date-selection controls (in the upper right portion of the window) to jump to a different week within the Scenario Forecast's date range.

Reading the data

The table provides columns that display the following statistics:

Week/Time Step Identifies the range of dates or timesteps on this row. (The column's label and contents depend on the date range and granularity that you selected above.)
[Days or Dates] If you select the Month date range, each group of columns shows statistics for one full day.

If you select the Week date range, each group of columns indicates one day. The top row shows daily totals measured in Full-Time Equivalents (defined below). Each lower row shows statistics for one timestep on that date.

(Timestep durations depend on the granularity that you selected above.)

Full Time Equivalent (FTE) is a standard measurement used within contact centers that allows the analyst to do an "apples-to-apples" comparison of the number of agents required to handle the expected interaction volume, across activities that may have different open hours, different planned overheads, and so on.

In WFM, the number of FTEs is provided for informational purposes only. It does not affect the Intra-Day staffing requirements that WFM produces, which is the basis for building schedules.

Calc Shows the calculated number of agents for each day (measured in Full Time Equivalents) or for each timestep (measured in Single Skill Equivalents). You can edit these cells' contents.  See Req column for more information on Calculated and Required Staffing.
Req Shows the required number of agents for each day (measured in Full Time Equivalents) or for each timestep (measured in Single Skill Equivalents). You can edit these cells' contents.

WFM populates Calculated Staffing when you build staffing through the Staffing Build Wizard. Required Staffing is a user-defined data series. It can be populated based on data from the Calculated Staffing data series, or you can copy and paste data from an external spreadsheet into these columns. When building schedules, the Use Required option lets you base a schedule on Calculated or Required Staffing. This allows you to take the staffing forecast that WFM provides and adjust it in a user-defined way.
[Weekly Totals] If you select the Week date range, the columns at right show weekly totals for the displayed statistics.
You can copy and paste data between the grid and a spreadsheet.

Modifying and managing scenario data

You can use the following buttons on the Actions toolbar (these commands also appear on the Actions menu):

Icon Name Description
WM 851 icon-publish.png Publish Opens the Publish Forecast Wizard, where you can publish a forecast directly to the master schedule.
WM 851 icon-add-activity.png Add activity Opens the Add Activity window, where you can add activities to this forecast scenario.
WM 851 icon-remove-activity.png Remove activity Opens the Remove Activity window, where you can remove activities from this forecast scenario.
WM 851 icon-save.png Save Saves your changes to this forecast scenario.
WM 851 icon-save-as-template.png Save as template Opens the Save as Template dialog box, where you can save data from this scenario as a forecast template.
WM 851 icon-build-schedule.png Build Opens the Staffing Build Wizard, which builds staffing data for the selected activity.
WM 851 icon-comments.png Comments Opens the Comments window, where you can enter comments for each day of the forecast.
WM 851 icon-close.png Close Closes this scenario, prompting you to save any unsaved changes.
WM 851 icon-use-multi-site-activities.png Use multi-site activities Controls whether WFM Web's calculation of aggregated information includes multi-site activities. You can select this button only if you first select a multi-site activity, business unit, or enterprise in the Objects tree.

If you set this button to On,  WFM retains your last selection—in the current view and for all other views that contain multi-site activities—preventing you from having to click it every time you want to display data for the selected multi-site activity.
WM 851 icon-required-staffing.png Required staffing Opens the Required Staffing Wizard, where you can set the forecast's required number of agents.
WM 851 icon-split-forecast.png Split Opens the Staffing Split Wizard, which splits staffing from a multi-site activity Staffing forecast scenario.
WM 851 icon-budgeting.png Budgeting Opens the Budgeting Information dialog, where you can specify the start and end dates of the target range, paid hours and wage that are to be used for FTE calculations.

Budgeting information

Use the Budgeting Information screen to enter the paid hours and wage you want to use in the forecast.

  1. For each field, enter or select the value to apply to the forecast.
  2. Click OK.

Target Date Range:

  • Start date
  • End date

Budgeting Information:

  • Paid Hours a Day
  • Hourly Wage
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