Weekly Schedule Reports

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Configure these reports to display the weekly schedule data for agents, activity staffing, teams , and coverage.

Related documentation:

There are four weekly schedule reports:

Weekly Schedule Report

Important
You can view this report only if you have the Weekly Schedule Report security permission. See the Configuration > Roles topics for more information about security privileges.
To configure the report:
  1. On the Reports tab, select Schedule Reports from the Views menu.
  2. Select Weekly Schedule Report from the list in the Objects pane. The Reports Wizard's first screen, Header, appears.
  3. Optional: To generate a header on the report, select Show Header and type your header text into the text box.
  4. Optional: To export the report to a file in the comma-separated values format, select the check box Create report with .csv friendly format (and then, after the report is created, select Actions > Save As and select Comma Separated as the report format). Do not use Workforce Management to print reports that you created in ".csv friendly format," because the result may be truncated. To print the file correctly, open it in a program that reads the .csv format, and then print it.
  5. Click Next.
  6. On the Scenario screen, select a schedule scenario or the Master Schedule. Then click Next.


    You will not see this screen if the report is created from the Report Scheduler, because the report data is retrieved from the Master Schedule.
  7. On the Data screen, select the elements to include in the report. This screen's tree displays a hierarchical tree of business units, sites, teams and agents. You can expand each of the tree's elements to display its contents. You can make multiple selections.
  8. On the Date Range screen, select a date range by one of two methods:
    • Select a Start and End Date.
      Tip
      If you selected the Master Schedule in step 6, you can select any number of weeks. If you selected a different schedule, you can select any number of weeks, up to the total number of weeks which are defined in that scenario.
    • Select the check box Planning Period (not checked by default) to specify a planning period or week range.
  9. Also on the Date Range screen, select a data type from the radio button group Data Type To Show to specify what will appear in the report. The possible values are: Shift Start/End times, Total Paid Hours, and Shift or Schedule State Names.
  10. Click Finish.

The report appears in the Report Viewer.

Understanding the report

Site [header] The name and time zone of the business unit or site.
Team [header] Agents are displayed by team.
Date Period [header] The total date range covered by the report.
Planning Period [header] The total planning period covered by the report.
Employee ID The agent's company ID.
Agent The agent's name.
Weekdays Columns for each day of the week.
Paid Hours The agent's paid work hours per week.
Effective Hours The agent's effective work hours per week.
Non-Effective Hours The agent's noneffective work hours per week (that is, hours during which the agent is paid but not working, such as during paid breaks and paid days off).
Planning Period Paid Hours The agent's paid work hours per planning period.
Totals for Paid Hours [row] Total of the Paid Hours column.
Totals for Effective Hours [row] Total of the Effective Hours column.
Totals for Non-Effective Hours [row] Total of the Non-effective Hours column.
Totals hours for each week day [row] Total of the Weekdays columns.

Report presentation

The information in the finished report is grouped under the following headings:

  • Enterprise
  • Business Unit Name
  • Site Name
  • Team Name
  • Agent Name

Activity Weekly Schedule Report

To configure the report:
  1. Complete steps 1 to 6 in Weekly Schedule Report, selecting Activity Weekly Schedule Report in the Objects pane.
  2. Fill in the Date Range screen.
    1. Select a Start and End Date for the report.

      You can select multiple weeks for the report output, but your selection must be full weeks.

    2. Select Show Required Staffing, if required.
    3. In the Data Type to Show screen, select the Start/End times, Total Paid Hours, or Shift or Schedule State Names option, as required.
    4. Click Next.
  3. Display staffing totals in Full Time Equivalent (FTE) or man-hours mode in this report by selecting the mode in the report wizard. Select the mode by checking or unchecking the Show staffing totals information in man hours instead of FTE option. The default value of this option will be the same as the settings in Changing the staffing display from FTE to man hours.
  4. On the Data screen, select the activity or activities for which to generate the report.

    You can expand business units to display their sites and activities.

  5. Click Finish.

The report appears in the Report Viewer.

Understanding the report

Site [header] The site's name and time zone.
Activity [header] The activity that is covered by the report.
Date Period [header] The date range that you selected in the Reports Wizard.
Scheduled FTEs The number of agents (full-time equivalents) scheduled for the activity on the selected days.
Calculated FTEs The number of agents (full-time equivalents) in the calculated staffing for the activity.
Difference The difference between calculated and scheduled FTEs.
Required FTEs The number of agents (full-time equivalents) in the required staffing for the activity. This row and the next appear if you selected the Show Required Staffing check box.
Difference The difference between required and scheduled FTEs.
Agent The agent's name.
ID The agent's identification number.
Days Multiple columns display the agent’s start/end times (or paid hours, if Paid Hours check box was selected) for each weekday of the report period.
Weekly Work Hours–Paid The agent's paid work hours per week.
Weekly Work Hours–Eff. The agent's effective work hours per week.
Weekly Work Hours–NonEff. The agent's noneffective work hours per week (that is, hours during which the agent is paid but not working, such as during paid breaks and paid days off).
Total Hours The total number of paid-hours spent by all agents scheduled to work under the activity during the day. This row includes a total for each day, and a weekly total for each paid-hours category.
Total Paid Hours The team's paid work hours per week.
Total Effective Hours The team's effective work hours per week.
Total Non-Effective Hours The team's noneffective work hours per week.
Total Hours for each week day The team's paid work hours, for each day, per week.
Footnote Indicates that the agent worked on a different activity during the specified time.

Report presentation

The information in the finished report is grouped under the following headings:

  • Enterprise
  • Business Unit
  • Site
  • Week date range
  • Team
  • Activity
  • Agent

Team Weekly Schedule Report

To configure the report:

  1. Complete steps 1 to 6 in Weekly Schedule Report, selecting Team Weekly Schedule Report in the Objects pane.
  2. Fill in the Date Range screen:
    1. Select a Start and End date for the report. You can select multiple weeks for the report output, but your selection must be full weeks.
    2. In the Data Type to Show screen, select a data type: Start/End Time, Paid Hours, or Shift or Schedule State Names, as required.
    3. Click Next.
  3. On the Data screen, select the team(s) for which to generate the report. You can expand business units to display their sites and teams.
  4. Click Finish.

The report appears in the Report Viewer. It is sorted in alphabetical order by business unit, site name within each business unit, and team name.

Understanding the report

Site [header] The site's name and time zone.
Team [header] The team covered by the report.
Date Period [header] The date range that you selected in the Reports Wizard.
Activity Each activity performed by agents on the selected team. The report is organized by activity name.
Agent Each agent scheduled to work on the indicated activity.
ID Each agent's identification number.
Day Each day of the week.
Weekly Work Hours–Paid The number of paid hours per week for each agent.
Weekly Work Hours–Eff. The number of effective hours per week for each agent. (Excludes paid breaks and paid days off.)
Weekly Work Hours–NonEff. The number of noneffective hours per week for each agent. (Paid non-working hours, such as paid breaks and paid days off.)
Total Hours The total number of paid hours worked by the entire team if it had agents scheduled to work at the activity during the day (for the daily total) and the week (for the weekly total).
Footnote Indicates that the agent worked on a different activity during the specified time. The footnote appears in a format similar to this: () - Agent Works on the other Activity, indicating that the "different" activity these agents are working on is enclosed in brackets in the report.

Report presentation

The information in the finished report is grouped under the following headings:

  • Enterprise
  • Business Unit
  • Site
  • Week date range
  • Team
  • Activity
  • Agent

Weekly Schedule Coverage Report

To configure the report:
  1. Complete steps 1 to 6 in Weekly Schedule Report, selecting Weekly Schedule Coverage Report in the Objects pane.
  2. On the Date Range screen:
    1. Select a Start Date and an End Date in the Data Range pane.
    2. Select Show Required Staffing or Calculated Staffing in the Options pane.
    3. Select one: Activity, Site, Multi-site Activity, or Business Unit from the drop-down list in the Target pane.
    4. Click Next.
  3. Display staffing totals in Full Time Equivalent (FTE) or man-hours mode in this report by selecting the mode in the report wizard. Select the mode by checking or unchecking the Show staffing totals information in man hours instead of FTE option. The default value of this option will be the same as the settings in Changing the staffing display from FTE to man hours.
  4. On the Data screen, select the targets to include in the report.

    This page's tree displays activities, sites, multi-site activities, or business units (depending on your selection on the Target screen). If you selected a target other than business unit, the tree's business units expand to display their contents. You can make multiple selections.

  5. Click Finish.

The report appears in the Report Viewer.

Understanding the report

Site [header] The name and time zone of the business unit or site.
Activity or Site [header] The name of the activity or site whose information appears in the table.
Date Period [header] The total date range covered by the report.
Timestep The data is displayed timestep-by-timestep.
Days Columns for each day of the week.
Calculated/Required The calculated or required staffing per timestep. (These columns appear if you selected Show Required Staffing and/or Calculated Staffing in the Reports Wizard.)
Scheduled The effective number of agents that are scheduled for this activity for this timestep.
Difference The difference between the calculated/required and scheduled staffing.
Total Hours [row] The total full-time-equivalent person-hours for each day.
Tip
When the forecast for an Activity is absent, the default value for paid hours per day (a parameter used for FTE calculations) is 1 hour.