Genesys Documentation - User contributions [en]

PEC-WFM/Current/Supervisor/AdhrDtlsVw

2020-10-28T19:09:23Z

Mhachey: Published

{{Article
|Standalone=No
|DisplayName=Adherence Views
|TocName=Adherence Views
|Context=View and customize detailed agent adherence data in a table or graphical format.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|sectionHeading=Adherence Details view
|alignment=Vertical
|structuredtext=To display the '''Adherence Details''' view:

#Do one of the following:
#*In the Modules tree, select '''Adherence''' > '''Details''' module.
#*If you are in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrGrphclVw|display text=Adherence Graphical}} view, use the '''Adherence''' drop-down list (on the right side of the toolbar) to select the '''Details''' module.
#In the Objects tree, select the teams or agents you want and click '''Get data'''.
#;If you previously selected teams or agents in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrGrphclVw|display text=Adherence Graphical}} view, these selections remain. You can modify them if you want to.
#;You can expand business units to display their sites and sites to display their teams and agents. You can select an entire site or several sites within a single business unit, or any combination of agents and teams within a business unit. For independent sites, you can select the entire site or any number of teams and agents within the site.
#;{{NoteFormat|Selecting a site or its teams/agents in a different business unit clears any previous selection within the first business unit. Or (for independent sites) selecting a different site or its teams/agents clears your selections under the first site.|2}}

The '''Details''' table is populated with adherence data for the selected agents and/or teams.

In the Adherence Details view, you can view the multi-channel adherence details by clicking the arrow in the first column of a specific row to expand it. For more information, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrPerChnl|display text=Adherence per-channel}}. To export this data to a report or in CSV-friendly format, see the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|anchor=AgntStsRprt|display text=Agent States Report}}.

===Reading details in the table===
The table columns list the following information for each agent:

*Last and First name
*Team
*Scheduled state group
*Current state
*Duration of non-adherence
*Channels (optional)
*Adherence State (optional)
*Shift start time (optional)
*Site (optional)
{{NoteFormat|Open the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrDtlsOptnsDlgBx|display text=Detail Options}} dialog to select the optional columns if you want to see them. If you include the '''Shift Start''' column but an agent has no shift, the cell for the agent in this column is empty.|2}}
Colors indicate each agent's degree of non-adherence: Adherent, Non-adherent, or Severely non-adherent (that is, non-adherent for more minutes than a defined threshold allows). The Legend below the table identifies each color's meaning.

===Customizing the table===
You can use the following options to customize the table's display:

*By default, agents are ranked according to non-adherence. Therefore, the agent who is out of adherence the longest appears at the top of the list. You can sort the display according to different columns (except for '''Scheduled State Group''') by clicking the column headers.
*To {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrFltrDlgBx|display text=filter information}} in the display by state or by reason (aux) code, click the '''Filter''' button on the '''Actions''' toolbar or select '''Settings''' from the '''Actions''' menu.
*To change which columns appear, click the '''Options''' button on the '''Actions''' toolbar or select '''Options''' from the '''Actions''' menu.
*Agent names do not appear if the following option in the WFM Web Application object is set to <tt>true</tt>: '''Options''' tab > '''Options''' section > '''HideNames'''.
*The display is updated at a user-defined interval, as described in the {{Link-SomewhereInThisManual|topic=AdherenceMdl|anchor=top|display text=Adherence}} overview.

{{AnchorDiv|AdhrFltrDlgBx}}
===Filtering adherence===
Use the '''Adherence Filter''' dialog box to filter the items displayed in the data pane.<ol><li>In the {{Link-SomewhereInThisManual|topic=AdhrDtlsVw|anchor=top|display text=Adherence Details}} view or in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrGrphclVw|display text=Adherence Graphical}} view, click the '''Filter''' button on the '''Actions''' toolbar or select '''Filter''' from the '''Actions''' menu.
The '''Adherence Filter''' dialog box appears. It contains four tabs that present four different ways to filter the data that appears in the '''Data''' pane:<ul><li>'''Scheduled State Groups'''—This tab displays a hierarchical list of items corresponding to the current selection(s) on the '''Object''' pane:<ul><li>Business Unit (BU)—Sites—Schedule State Groups if the object pane selection is a BU or multiple sites.</li><li>Site—Schedule State Groups if the selection is only one site.</li></ul></li><li>'''Genesys States'''—This tab displays all possible Genesys states.</li><li>'''Adherence Statuses'''—This tab displays all four possible statuses: Adherent, Non-adherent, Severely non-adherent, and No information.</li><li>'''Activities'''—This tab displays a hierarchical list of items corresponding to the current selection(s) in the object pane:<ul><li>BU–Sites–Activities if the object pane selection is a BU or multiple sites.</li><li>Site–Activities if the object pane selection is only one site.</li></ul></li></ul></li><li>Clear an item's check box ([[File:WM_851_icon_adherence_filter_cleared.png|link=]]) to filter that item from the displayed data.</li><li>To filter on user-defined Reason codes, select the '''Filter using the following reason''' check box; then type the appropriate code in the text box to its right. {{NoteFormat|The specified reason code must not contain any spaces inside, or at the end of, the key value.}}</li><li>Click '''OK'''.</li></ol>The '''Adherence Filter''' dialog box closes and your filter selections are applied immediately. They will continue to apply until you change them or log off.{{NoteFormat|
* In the toolbar, the filter icon is blue ([[File:WM_851_icon_adherence_filter_default.png|link=]]) if all defaults are in effect and red ([[File:WM_851_icon_adherence_filter_changed.png|link=]]) if any are not.
* The Adherence Details view updates automatically if you change your selection(s) on the Object pane. Also, if you select agents or teams in another site, then their selection under the '''Scheduled States''' tab returns to the default, <tt>All</tt>.
*Items that you have configured to appear are displayed in the '''Scheduled State Groups''' and '''Genesys State''' tabs. Schedule State Groups are configured in WFM, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CfgSchStGrps|display text=Scheduled State Groups}}. Genesys states are configured in Genesys Administrators.
* You can also use the '''Filter''' dialog in the Adherence Graphical view. Changes that you make in one view apply to both views.
|2}}

{{AnchorDiv|AdhrDtlsOptnsDlgBx}}
===Setting the details options===
Use the '''Options''' dialog box to select which columns should appear in the {{Link-SomewhereInThisManual|topic=AdhrDtlsVw|anchor=top|display text=Adherence Details}} view:
<ol>
<li>In the Adherence Details view, click the '''Options''' button on the '''Actions''' toolbar or select '''Options''' from the '''Actions''' menu. The '''Options''' dialog box appears. When you select a check box, the corresponding column appears in the '''Adherence''' table:
<ul>
<li>'''Shift Start Time''' check box:
<ul>
<li>If an agent is already working during the period shown in the Adherence Details view, this column shows the start time of the current shift. If the shift start time is the previous day, the time has a minus sign (-) in front of it.</li>
<li>If an agent is not currently on a shift, this column shows the next scheduled shift start time. If the shift starts on the following day, the time has a plus sign (+) in front of it.</li>
</ul></li>
<li>'''Site''' check box. This column displays each agent's site.</li>
<li>'''Adherence State''' check box. This column displays each agent's current state of adherence.</li>
<li>'''Channels''' check box. This column displays agent adherence for each configured media channel.</li>
</ul></li>
<li>Click '''Apply'''. The Adherence Details view reappears. It is automatically updated to display the columns you selected.

{{NoteFormat|When unchecked, the '''Channels''' column is not hidden if any agent adherence details are expanded. If none are expanded and the check box is unchecked, the column is hidden. See examples in the figures below (click to enlarge them).|2}} 

[[File:WM_851_Adherence_MC_not-expanded.png|thumb|none]]
'''Figure:''' No Multi-Channel Adherence Details: Not expanded—Channel column hidden

[[File:WM_851_Adherence_MC_expanded.png|thumb|none]]
'''Figure:''' Multi-Channel Adherence Details: Expanded—Channel column displayed
</li>
</ol>
|Status=No
}}{{Section
|sectionHeading=Adherence Graphical view
|anchor=AdhrGrphclVw
|alignment=Vertical
|structuredtext=To display the '''Adherence Graphical''' view:
<ol>
<li>Do one of the following:
<ul>
<li>In the Modules tree, select '''Adherence''' > '''Graphical module'''.</li>
<li>If you are in the {{Link-SomewhereInThisManual|topic=AdhrDtlsVw|anchor=top|display text=Adherence Details}} view, use the '''Adherence''' drop-down list (on the right side of the toolbar) to select the Graphical module.</li>
</ul></li>
<li>In the Objects tree, select the teams or agents that you want, and then click '''Get data'''. If you previously selected teams or agents in the {{Link-SomewhereInThisManual|topic=AdhrDtlsVw|anchor=top|display text=Adherence Details}} view, these selections remain. You can modify them if you want to. 

Expand business units to display their sites and expand sites to display their teams and agents. You can select a single site or multiple sites within a single business unit, or any combination of agents and teams within the business unit. For independent sites, you can select the entire site or any number of teams and agents within the site.

{{NoteFormat|Selecting a site or its teams/agents in a different business unit clears any previous selection within the first business unit. Or (for independent sites) selecting a different site or its teams/agents clears your selections under the first site.|2}}

The pie chart displays adherence data for the selected agents and/or teams.</li>
<li>To {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrFltrDlgBx|display text=filter information}} in the display by state or by reason (aux) code, click the '''Filter''' button on the '''Actions''' toolbar or select '''Settings''' from the '''Actions''' menu.</li>
</ol>

===Reading the data in the chart===
The pie chart summarizes the share of agents in each of the following adherence states:

*Adherence.
*Non-adherence.
*Severe non-adherence. (Severe non-adherence means that the agent has been non-adherent for more minutes than a defined threshold allows. The threshold is set at the site level.)

Each category is represented by a colored wedge in the pie chart. The Legend (below the chart) identifies each color's meaning. If no data is available, the whole chart is gray.

Beside each wedge, the first number shows the percentage of agents in the category. The second number shows the actual number of agents in the category.
|Status=No
}}
}}

PEC-WFM/Current/Supervisor/AdhrDtlsVw

2020-10-28T19:04:40Z

Mhachey: Published

{{Article
|Standalone=No
|DisplayName=Adherence Views
|TocName=Adherence Views
|Context=View and customize detailed agent adherence data in a table or graphical format.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|sectionHeading=Adherence Details view
|alignment=Vertical
|structuredtext=To display the '''Adherence Details''' view:

#Do one of the following:
#*In the Modules tree, select '''Adherence''' > '''Details''' module.
#*If you are in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrGrphclVw|display text=Adherence Graphical}} view, use the '''Adherence''' drop-down list (on the right side of the toolbar) to select the '''Details''' module.
#In the Objects tree, select the teams or agents you want and click '''Get data'''.
#;If you previously selected teams or agents in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrGrphclVw|display text=Adherence Graphical}} view, these selections remain. You can modify them if you want to.
#;You can expand business units to display their sites and sites to display their teams and agents. You can select an entire site or several sites within a single business unit, or any combination of agents and teams within a business unit. For independent sites, you can select the entire site or any number of teams and agents within the site.
#;{{NoteFormat|Selecting a site or its teams/agents in a different business unit clears any previous selection within the first business unit. Or (for independent sites) selecting a different site or its teams/agents clears your selections under the first site.|2}}

The '''Details''' table is populated with adherence data for the selected agents and/or teams.

In the Adherence Details view, you can view the multi-channel adherence details by clicking the arrow in the first column of a specific row to expand it. For more information, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrPerChnl|display text=Adherence per-channel}}. To export this data to a report or in CSV-friendly format, see the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|anchor=AgntStsRprt|Agent States Report}}.

===Reading details in the table===
The table columns list the following information for each agent:

*Last and First name
*Team
*Scheduled state group
*Current state
*Duration of non-adherence
*Channels (optional)
*Adherence State (optional)
*Shift start time (optional)
*Site (optional)
{{NoteFormat|Open the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrDtlsOptnsDlgBx|display text=Detail Options}} dialog to select the optional columns if you want to see them. If you include the '''Shift Start''' column but an agent has no shift, the cell for the agent in this column is empty.|2}}
Colors indicate each agent's degree of non-adherence: Adherent, Non-adherent, or Severely non-adherent (that is, non-adherent for more minutes than a defined threshold allows). The Legend below the table identifies each color's meaning.

===Customizing the table===
You can use the following options to customize the table's display:

*By default, agents are ranked according to non-adherence. Therefore, the agent who is out of adherence the longest appears at the top of the list. You can sort the display according to different columns (except for '''Scheduled State Group''') by clicking the column headers.
*To {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrFltrDlgBx|display text=filter information}} in the display by state or by reason (aux) code, click the '''Filter''' button on the '''Actions''' toolbar or select '''Settings''' from the '''Actions''' menu.
*To change which columns appear, click the '''Options''' button on the '''Actions''' toolbar or select '''Options''' from the '''Actions''' menu.
*Agent names do not appear if the following option in the WFM Web Application object is set to <tt>true</tt>: '''Options''' tab > '''Options''' section > '''HideNames'''.
*The display is updated at a user-defined interval, as described in the {{Link-SomewhereInThisManual|topic=AdherenceMdl|anchor=top|display text=Adherence}} overview.

{{AnchorDiv|AdhrFltrDlgBx}}
===Filtering adherence===
Use the '''Adherence Filter''' dialog box to filter the items displayed in the data pane.<ol><li>In the {{Link-SomewhereInThisManual|topic=AdhrDtlsVw|anchor=top|display text=Adherence Details}} view or in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrGrphclVw|display text=Adherence Graphical}} view, click the '''Filter''' button on the '''Actions''' toolbar or select '''Filter''' from the '''Actions''' menu.
The '''Adherence Filter''' dialog box appears. It contains four tabs that present four different ways to filter the data that appears in the '''Data''' pane:<ul><li>'''Scheduled State Groups'''—This tab displays a hierarchical list of items corresponding to the current selection(s) on the '''Object''' pane:<ul><li>Business Unit (BU)—Sites—Schedule State Groups if the object pane selection is a BU or multiple sites.</li><li>Site—Schedule State Groups if the selection is only one site.</li></ul></li><li>'''Genesys States'''—This tab displays all possible Genesys states.</li><li>'''Adherence Statuses'''—This tab displays all four possible statuses: Adherent, Non-adherent, Severely non-adherent, and No information.</li><li>'''Activities'''—This tab displays a hierarchical list of items corresponding to the current selection(s) in the object pane:<ul><li>BU–Sites–Activities if the object pane selection is a BU or multiple sites.</li><li>Site–Activities if the object pane selection is only one site.</li></ul></li></ul></li><li>Clear an item's check box ([[File:WM_851_icon_adherence_filter_cleared.png|link=]]) to filter that item from the displayed data.</li><li>To filter on user-defined Reason codes, select the '''Filter using the following reason''' check box; then type the appropriate code in the text box to its right. {{NoteFormat|The specified reason code must not contain any spaces inside, or at the end of, the key value.}}</li><li>Click '''OK'''.</li></ol>The '''Adherence Filter''' dialog box closes and your filter selections are applied immediately. They will continue to apply until you change them or log off.{{NoteFormat|
* In the toolbar, the filter icon is blue ([[File:WM_851_icon_adherence_filter_default.png|link=]]) if all defaults are in effect and red ([[File:WM_851_icon_adherence_filter_changed.png|link=]]) if any are not.
* The Adherence Details view updates automatically if you change your selection(s) on the Object pane. Also, if you select agents or teams in another site, then their selection under the '''Scheduled States''' tab returns to the default, <tt>All</tt>.
*Items that you have configured to appear are displayed in the '''Scheduled State Groups''' and '''Genesys State''' tabs. Schedule State Groups are configured in WFM, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CfgSchStGrps|display text=Scheduled State Groups}}. Genesys states are configured in Genesys Administrators.
* You can also use the '''Filter''' dialog in the Adherence Graphical view. Changes that you make in one view apply to both views.
|2}}

{{AnchorDiv|AdhrDtlsOptnsDlgBx}}
===Setting the details options===
Use the '''Options''' dialog box to select which columns should appear in the {{Link-SomewhereInThisManual|topic=AdhrDtlsVw|anchor=top|display text=Adherence Details}} view:
<ol>
<li>In the Adherence Details view, click the '''Options''' button on the '''Actions''' toolbar or select '''Options''' from the '''Actions''' menu. The '''Options''' dialog box appears. When you select a check box, the corresponding column appears in the '''Adherence''' table:
<ul>
<li>'''Shift Start Time''' check box:
<ul>
<li>If an agent is already working during the period shown in the Adherence Details view, this column shows the start time of the current shift. If the shift start time is the previous day, the time has a minus sign (-) in front of it.</li>
<li>If an agent is not currently on a shift, this column shows the next scheduled shift start time. If the shift starts on the following day, the time has a plus sign (+) in front of it.</li>
</ul></li>
<li>'''Site''' check box. This column displays each agent's site.</li>
<li>'''Adherence State''' check box. This column displays each agent's current state of adherence.</li>
<li>'''Channels''' check box. This column displays agent adherence for each configured media channel.</li>
</ul></li>
<li>Click '''Apply'''. The Adherence Details view reappears. It is automatically updated to display the columns you selected.

{{NoteFormat|When unchecked, the '''Channels''' column is not hidden if any agent adherence details are expanded. If none are expanded and the check box is unchecked, the column is hidden. See examples in the figures below (click to enlarge them).|2}} 

[[File:WM_851_Adherence_MC_not-expanded.png|thumb|none]]
'''Figure:''' No Multi-Channel Adherence Details: Not expanded—Channel column hidden

[[File:WM_851_Adherence_MC_expanded.png|thumb|none]]
'''Figure:''' Multi-Channel Adherence Details: Expanded—Channel column displayed
</li>
</ol>
|Status=No
}}{{Section
|sectionHeading=Adherence Graphical view
|anchor=AdhrGrphclVw
|alignment=Vertical
|structuredtext=To display the '''Adherence Graphical''' view:
<ol>
<li>Do one of the following:
<ul>
<li>In the Modules tree, select '''Adherence''' > '''Graphical module'''.</li>
<li>If you are in the {{Link-SomewhereInThisManual|topic=AdhrDtlsVw|anchor=top|display text=Adherence Details}} view, use the '''Adherence''' drop-down list (on the right side of the toolbar) to select the Graphical module.</li>
</ul></li>
<li>In the Objects tree, select the teams or agents that you want, and then click '''Get data'''. If you previously selected teams or agents in the {{Link-SomewhereInThisManual|topic=AdhrDtlsVw|anchor=top|display text=Adherence Details}} view, these selections remain. You can modify them if you want to. 

Expand business units to display their sites and expand sites to display their teams and agents. You can select a single site or multiple sites within a single business unit, or any combination of agents and teams within the business unit. For independent sites, you can select the entire site or any number of teams and agents within the site.

{{NoteFormat|Selecting a site or its teams/agents in a different business unit clears any previous selection within the first business unit. Or (for independent sites) selecting a different site or its teams/agents clears your selections under the first site.|2}}

The pie chart displays adherence data for the selected agents and/or teams.</li>
<li>To {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrFltrDlgBx|display text=filter information}} in the display by state or by reason (aux) code, click the '''Filter''' button on the '''Actions''' toolbar or select '''Settings''' from the '''Actions''' menu.</li>
</ol>

===Reading the data in the chart===
The pie chart summarizes the share of agents in each of the following adherence states:

*Adherence.
*Non-adherence.
*Severe non-adherence. (Severe non-adherence means that the agent has been non-adherent for more minutes than a defined threshold allows. The threshold is set at the site level.)

Each category is represented by a colored wedge in the pie chart. The Legend (below the chart) identifies each color's meaning. If no data is available, the whole chart is gray.

Beside each wedge, the first number shows the percentage of agents in the category. The second number shows the actual number of agents in the category.
|Status=No
}}
}}

PEC-WFM/Current/Supervisor/AdherenceMdl

2020-10-28T19:03:53Z

Mhachey: Published

{{Article
|Standalone=No
|DisplayName=Adherence
|TocName=Adherence
|Context=Use the Adherence view to monitor real-time agent adherence to the schedule, display the data in either a table ({{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|display text=Details view}} or pie chart ({{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrDtlsVw|anchor=AdhrGrphclVw|display text=Graphical view}}).
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|alignment=Vertical
|structuredtext=Each Adherence view refreshes its data at the time interval that is specified in WFM Web Application object's '''Options''' tab > '''Adherence''' section > '''RefreshTime''' option. The minimum refresh interval that you can configure is one second. Genesys recommends that you set the refresh interval to the minimum acceptable time, such as 20 seconds, as a shorter refresh time will affect overall system performance.

Agent information is updated automatically when the data in Configuration Server changes.

To force a display of updated information in either view:

*Click '''Refresh'''.
|Status=No
}}{{Section
|sectionHeading=Adherence in Multi-Channel Sites
|anchor=AdherenceinMulti-ChannelSites
|alignment=Vertical
|structuredtext=WFM determines if agents are adherent by comparing their channel real-time state, plus the reason codes, with the scheduled states for that same channel during each specified time interval. If at least one scheduled state for that channel can be mapped to the channel real-time state, according to its adherence rules, the agent is considered adherent.

===Headcount for activities in multi-channel sites===
WFM calculates the agent head count for activities in this way: If the activity belongs to a channel-related schedule state group, the agent is counted for the activity only if he/she is compliant with the adherence rules for that channel. Also, if an agent is non-adherent overall, but adherent for a channel, the agent is added to the head count for the activities for that channel.
|Status=No
}}{{Section
|sectionHeading=Exporting adherence data
|anchor=ExptgAdhDta
|alignment=Vertical
|structuredtext=To export adherence data to a report or in CSV-friendly format, see the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdhrRprts|Adherence Reports}}.
|Status=No
}}{{Section
|sectionHeading=Adherence calculations
|anchor=AdhrCalcs
|alignment=Vertical
|structuredtext=WFM can track single-channel agent adherence or agent adherence across multiple channels simultaneously. In sites where schedule state groups are configured for multiple channels, WFM determines if agents are adherent, by comparing their channel real-time state, plus the reason codes, with the scheduled states for that same channel during each specified time interval. If at least one scheduled state for that channel can be mapped to the channel real-time state, according to its adherence rules, the agent is considered adherent.

===Calculation of single-channel adherence===
Agent adherence (single channel) is calculated as follows:
<ol>
{{AnchorDiv|AdhrCalcsStep1}}
<li>WFM maps the agent's real-time state plus the reason code. If there is more than one reason code, there is more than one state + reason code mapping. If there is no reason code, WFM uses only the state for mapping. For example, if the agent has real-time state <tt>WaitingForNextCall</tt> with reason codes <tt>r1</tt> and <tt>r2</tt>, for adherence purposes, WFM maps <tt>WaitingForNextCall</tt> + <tt>r1</tt> and <tt>WaitingForNextCall</tt> + <tt>r2</tt>.</li>
{{AnchorDiv|AdhrCalcsStep2}}
<li>WFM then finds all schedule state groups that are adherent to at least one agent real-time state from {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsStep1|display text=step 1}}. A list of schedule state groups is compiled that maps to the state, based on the configuration of the schedule state groups.</li>
{{AnchorDiv|AdhrCalcsStep3}}
<li>WFM obtains all scheduled states from the current agent schedule and maps them to the schedule state groups.</li>
{{AnchorDiv|AdhrCalcsStep4}}
<li>WFM collects all schedule state groups from {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsStep3|display text=step 3}}.</li>
<li>WFM intersects the sets of schedule state groups from {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsStep2|display text=step 2}} and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsStep4|display text=step 4}}. If the intersection is not empty, the agent is adherent.</li>
</ol>

===Calculation of multi-channel adherence===
Multi-channel agent adherence is calculated as follows:
<ol>
<li>Similar to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsStep1|display text=step 1 in Calculation of single-channel adherence}}, WFM maps the agent real-time state + reason code. However, in addition to the aggregated agent state, WFM also adds separate real-time states for each channel configured on the site. (Agents can sometimes have no state on certain channels.) If reason codes are used, WFM could map multiple state + reason code pairs for each channel, plus the aggregated state.</li>
{{AnchorDiv|AdhrCalcsMCAStep2}}
<li>Similar to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsStep2|display text=step 2 in Calculation of single-channel adherence}}, WFM maps schedule state groups adherent to the aggregated state. However, in addition, WFM finds a separate set of schedule state groups for each channel. WFM considers only the schedule state groups that are specifically assigned to a particular channel for adherence with the states on that channel. WFM considers the schedule state groups without a channel for adherence with the aggregated agent state.</li>
{{AnchorDiv|AdhrCalcsMCAStep3}}
<li>WFM obtains all scheduled states from the current agent schedule and maps them to the schedule state groups.</li>
{{AnchorDiv|AdhrCalcsMCAStep4}}
<li>WFM collects all schedule state groups from {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsMCAStep3|display text=step 3}}.</li>
<li>WFM Intersects the sets of schedule state groups from {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsMCAStep2|display text=step 2}} and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsMCAStep4|display text=step 4}} separately for each channel. If both sets are empty or the intersection is not empty, WFM considers the agent is adherent to the channel. For the aggregated agent status, WFM assumes adherence, when either the pair in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsMCAStep4|display text=step 4}} is empty or {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsMCAStep2|display text=step 2}} and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsMCAStep4|display text=step 4}} intersect. WFM considers the agent adherent, if he/she is adherent on all channels and adherent to the aggregated status.</li>
</ol>

The multi-channel algorithm also comes to a boolean conclusion; that is, the agent is either adherent or non-adherent. However, to be adherent the agent must be adherent on every channel, on which he/she is scheduled or, for which he/she receives a real-time state. Also, if the agent is scheduled on non-channel-related states, he/she must also be adherent to those states. See the example in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcsMultiChAdh|display text=Use case: Multi-channel adherence}}.

{{AnchorDiv|AdhrCalcsMultiChAdh}}
====Use case: Multi-channel adherence====
This use case is based on the schedule state group configuration in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=MultiChAdhTr|display text=Use case: Multi-channel adherence tracking}}.

{{{!}}
!'''Summary'''
!'''Real-time states'''
!'''Scheduled states'''
!'''Adherence'''
{{!}}-
{{!}}Agent is working on voice only, but scheduled for email and voice.
{{!}}Agent state: <tt>CallInbound</tt> 
DN email: <tt>NotReady</tt> 
DN 2323: <tt>CallInbound</tt>
{{!}}E-mail activity, voice activity
{{!}}Not adherent
{{!}}-
{{!}}Agent is working on email and voice, but scheduled for email only.
{{!}}Agent state: <tt>CallInbound</tt> 
DN email: <tt>WaitForNextCall</tt> 
DN 2323: <tt>CallInbound</tt>
{{!}}E-mail activity
{{!}}Not adherent
{{!}}-
{{!}}Agent is on a break.
{{!}}Agent state: <tt>NotReady</tt> 
DN email: <tt>NotReady</tt> 
DN 2323: <tt>NotReady</tt>
{{!}}Break
{{!}}Adherent
{{!}}}

===Calculation of agent headcount===
WFM calculates the agent headcount for activities in this way: If the activity belongs to a channel-related schedule state group, the agent is counted for the activity only if he/she is compliant with the adherence rules for that channel. Also, if an agent is nonadherent overall, but adherent for a channel, the agent is added to the headcount for the activities for that channel.
|Status=No
}}{{Section
|sectionHeading=Viewing adherence per-channel
|anchor=AdhrPerChnl
|alignment=Vertical
|structuredtext=When agents in a specific site perform work on multiple media channels, you can view real-time states, schedule states, and adherence sub-statuses for each channel separately. The optional columns '''Duration of Non-adherence''' and '''Channels''' display time interval and name of channels, on which a particular agent is not adherent. An agent could be non-adherent on more than one channel at any given moment. If an agent is in adherence, the '''Channels''' column on the aggregated level is empty.

{{AnchorDiv|DsplyRTAprchnl}}
===Displaying real-time adherence per-channel===
To view the multi-channel adherence details for a specific agent in the '''Adherence Details''' view, click the arrow in the first column of that row to expand it. The expanded rows contain information about the selected agent for each channel and the aggregated adherence.

In the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=MltChnlDtls|display text=figure below}} (click to enlarge it), agent 1213 is working on more than one channel and the row is expanded to show the duration of non-adherence for each channel.

The aggregated state is displayed in the first row and, depending on the schedule state group configuration, might also be the only row. The dialog displays all channels, whether adherent or not. When the dialog is opened, the data refreshes when the main Adherence Details view refreshes.

{{AnchorDiv|MltChnlDtls}}
[[File: WM_852_multi-channel_adherence.png]] 
'''Figure:''' Multi-Channel Adherence Details
|Status=No
}}
}}

PEC-WFM/Current/Supervisor/SchStGrps

2020-10-28T18:22:11Z

Mhachey: Published

{{Article
|Standalone=No
|DisplayName=Schedule State Groups
|TocName=Schedule State Groups
|Context=Learn about Schedule State Groups, schedule states, and Genesys states.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|alignment=Vertical
|structuredtext=A ''Schedule State Group'' is a collection of schedule states that is linked to a site.

If you selected {{Link-SomewhereInThisVersion|manual=Supervisor|topic=OrgSts|anchor=GnrtDfltSSG|display text=Generate Default Schedule State Groups and Exception Types}} when you imported the site, these Schedule State Groups appear automatically:

*Asynchronous Work
*Days Off
*Exception Types
*Fixed-Staff Work
*Immediate Work
*No Activity
*Shift Items/Meals
*Time Off

The Schedule State Group view enables you to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CrtgSSG|display text=create}} a new group, {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CpyPstSSG|display text=copy and paste}} an existing group, {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=EdtgSSG|display text=edit}}, and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=DltgSSG|display text=delete}} groups. See {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CfgSchStGrps|display text=Configuring Schedule State Groups}}.

For information about setting adherence rules for Schedule State Groups, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CfgAdhRls|display text=Configuring adherence rules}}.

===Schedule states===
The schedule states that you can include in schedule state groups are:

*All breaks configured for the site
*All meals configured for the site
*All activities configured for the site
*All exception types configured for the site
*All time-off types configured for the site
*Fixed states, which are:
**Generic break, meal, exception, and activity states that you can use in place of specific meals, breaks, exceptions, and activities.
**Day Off, Vacation, No Activity

{{NoteFormat|Use these Fixed States to report the state, for which an agent is scheduled when a particular schedule state type (such as an Exception Type) has been deleted from WFM.|2}}

===Schedule state groups and Genesys states===
Each schedule state group is associated with one or more Genesys states, such as '''CallRinging''' or '''WaitForNextCal'''l. Each group can include an additional reason (aux) code, sent with the related Genesys state, that further identifies what the agent is doing.

{{NoteFormat|Aux codes are not supported for all Genesys states. The T-Server you are using dictates which Genesys states support aux codes. Check the documentation for your T-Server to determine which of the Genesys states can support aux codes.}}

You can apply the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=StrtBfr|display text=Start Before Threshold and Start After Threshold}} values to each schedule state group; these values help you track agent adherence. Configure these functions in the '''Adherence Rules''' pane.
|Status=No
}}{{Section
|sectionHeading=Configuring Schedule State Groups
|anchor=CfgSchStGrps
|alignment=Vertical
|structuredtext=Create and set properties for Schedule State Groups that define a collection of schedule states, and then associate these groups to a site.

To create a schedule state group, you must first select a site within a business unit. When you select a schedule state group or create a new one, the '''Schedule State Group Properties''' pane opens.

===Controls and settings===
{{AnchorDiv|SSGPnCntrl}}
====Schedule State Groups controls====
The '''Schedule State Groups''' pane contains the following controls:

*[[File: WM_851_icon_search.png]] '''Search''' ''field''—Enter the search criteria. For example, the name of the schedule state group.
*[[File: WM_851_icon-new.png]] '''New'''—Click to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CrtgSSG|display text=create}} a new schedule state group.
*[[File: WM_851_icon-delete.png]] '''Delete'''—Click to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=DltgSSG|display text=delete}} an existing schedule state group.
*[[File: WM_851_rotating_pattern_copy.png]] '''Copy'''—Click to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CpyPstSSG|display text=copy and paste}} an existing schedule state group.
*[[File: WM_851_icon-help.png]] '''Help'''—Click to view a Help topic about the '''Schedule State Group''' pane.

{{AnchorDiv|SSGPrpts}}
====State Groups Properties controls====
The '''State Groups Properties''' pane contains the following controls:

*[[File: WM_851_icon-save.png]] '''Save Now'''—Click to save changes you have made in this pane.
*[[File: WM_851_icon-help.png]] '''Help'''—Click to view a Help topic about the '''Schedule State Group Properties''' pane.
*'''Name''' ''field''—Enter a name for the Schedule State Group.
*'''Type''' '''drop-down list'''—Select a type for the Schedule State Group, such as '''None''' (default), '''Planned Overhead''', '''Unplanned Overhead''', '''Actual Work'''.
*[[File:WM_851_agent_activities_plus.png]] '''Assign Schedule States'''—Click to assign a schedule state to the group and open the '''State Type''' pane, from which you can select states from various state types (see controls below).
*[[File: WM_851_agent_activities_minus.png]] '''Unassign Schedule States'''—Click to remove or unassign a schedule state.

{{AnchorDiv|StTypCtrls}} {{AnchorDiv|SttTyps}}
====State Type controls====
The '''State Type''' pane contains the following controls:

*[[File: WM_851_agent_activities_assign.png]] '''Apply'''—Click to apply the state to the schedule state group.
*[[File: WM_851_icon_close.png]] '''Close'''—Click to close the '''State Type''' pane.
*[[File: WM_851_icon-help.png]] '''Help'''—Click to view a Help topic about the '''State Type''' pane.
*'''State Type''' ''drop-down list''—Select a state type for the Schedule State Group, such as '''Fixed State''', '''Activity''', '''Exception Type''', '''Break''', '''Meal''', or '''Time-Off Type'''.
*[[File: WM_851_icon-object_tree_checkbox_cleared.png]] '''Show Assigned States''' ''check box''—Check this box to display the states that are already assigned. When checked, the name of the schedule state group, to which this state is assigned displays in the '''Schedule State Group''' column.
*[[File: WM_851_icon_search.png]] '''Search''' ''field''—Enter the search criteria. For example, if you selected '''Exception Type''' in the '''State Type''' drop-down list, enter an exception type name, such as '''Exc1''' or '''Exc2'''.

{{AnchorDiv|CrtgSSG}}
===Creating Schedule State Groups===
To create a group:

#In the '''Configuration > Schedule State Groups''' pane, select a the site for which you want to create the schedule state group.
#On the '''Schedule State Groups''' pane, select '''New''' [[File: WM_851_icon-new.png]].
#;The new schedule state group displays with a default name and the '''Schedule State Group Properties''' pane opens.
#In the '''Name''' field, enter a name for your schedule state group. It must be unique within the site.
#From the '''Type''' drop-down list, select a type ('''None''' (default), '''Planned Overhead''', '''Unplanned Overhead''', or '''Actual Work''').
#Assign schedule states to the group by clicking '''Assign Schedule States''' [[File: WM_851_agent_activities_plus.png]].
#;The '''State Type''' pane opens.
#Optional: To remove any schedule state, select it and click '''Unassign Schedule States''' [[File: WM_851_agent_activities_minus.png]].
#Select a '''State Type''' from the drop-down menu.
#;A list of states that are associated with this state type are displayed in the lower half of the pane.
#Optional: To display any states already assigned to the schedule state group, click the '''Show Assigned States''' check box.
#When you have finished adding schedule states, click '''Apply''' [[File: WM_851_agent_activities_assign.png]].
#In the '''Schedule State Group Properties''' pane, from the drop-down list, select '''Adherence Rules''' to continue configuration of this schedule state group. See {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CfgAdhRls|display text=Configuring adherence rules}}.

{{AnchorDiv|CpyPstSSG}}
===Creating groups using copy and paste===
To create a new schedule state group by copying and pasting an existing one:

#In the '''Schedule State Groups''' pane, select a schedule state group.
#Select '''Copy''' [[File: WM_851_rotating_pattern_copy.png]] .
#;The '''Copy Schedule State Group <''schedule state group name''>''' pane opens.
#Enter a name for the new schedule state group. It must be unique within the site.
#;If the name is not unique, the '''Review Validation Messages''' pane opens, with a description of the error message. In this case, <tt>A duplicate name specified.</tt>.
#In the lower half of the pane, select the business unit and site, with which you want to associate this schedule state group.
#Click '''Save Now''' [[File: WM_851_icon-save.png]] .
#;The new schedule state group appears in the objects list according to the sort order selected (ascending or descending).

{{AnchorDiv|EdtgSSG}}
===Editing Schedule State Groups===
You can edit any schedule state group, whether it is pre-set or user-created.

To edit a schedule state group:

#Select it '''Schedule State Group''' pane and make the changes in the '''Schedule State Group Properties''' and '''Adherence Rules''' panes.
#Change the schedule state group name, if necessary. It must be unique within the site.
#Change the state type, by selecting one of the four {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=SttTyps|display text=state types}} from the drop-down list.
#Use the '''Assign Schedule States''' [[File: WM_851_agent_activities_plus.png]] or '''Unassign Schedule States''' [[File: WM_851_agent_activities_minus.png]] to change state assignment for this group.
#When you have finished adjusting which schedule states are included, click '''Apply''' [[File: WM_851_agent_activities_assign.png]] .
#Click '''Save Now''' [[File: WM_851_icon-save.png]] .
#At the top of the '''Schedule State Group Properties''' pane, click '''Adherence Rules''' to continue configuration of this schedule state group. See {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CfgAdhRls|display text=Configuring adherence rules}}.

{{NoteFormat|If you make changes to a Schedule State Group (assign or unassign a state, change an adherence rule), the Schedule State Group effective date automatically updates to the current date.|2}}

{{AnchorDiv|DltgSSG}}
===Deleting Schedule State Groups===
To delete a selected schedule state group from the '''Schedule State Groups''' pane:

#Select the schedule state group you want to delete.
#Click '''Delete''' [[File: WM_851_icon-delete.png]] .
#When the '''Confirmation''' dialog appears, click '''Yes'''.
#;The schedule state group is deleted and any schedule states included in it now appear on the '''State Type''' pane.

{{AnchorDiv|AssMltGrps}}
===Assigning states to multiple groups===
You can assign the same schedule state(s) to different Schedule State Groups under the same Business Unit. For example, you can assign the state ExceptionType1 to SSG1 (under Site1 & under BU1) and to SSG2 (under Site2 & under BU1) at the same time—but only because both Schedule State Groups are under the same Business Unit (BU1).

Previously, a Schedule State could be assigned to a Schedule State Group only once at any given time.
====Preset groups====
Schedule state groups from a previous release of Workforce Management are brought into the WFM Web as pre-configured groups. The default groups, which can be {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=EdtgSSG|display text=edited}} or {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=DltgSSG|display text=deleted}} are {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|display text=listed at the top of this article}}.

{{NoteFormat|The formerly-used ''Vacation Schedule State Group'' no longer exists. Instead, Vacation is now a default time-off type within the Time Off Schedule State Group. All previously configured Vacation Schedule State Groups are migrated into the automatically-created Vacation time-off type.|2}}
|Status=No
}}{{Section
|sectionHeading=Configuring adherence rules
|anchor=CfgAdhRls
|alignment=Vertical
|structuredtext=Configure adherence rules for Schedule State Groups and multiple media channels within a site to define the standards WFM will use when monitoring agent performance.

To view the '''Adherence Rules''' pane, select '''Adherence Rules''' at the top of the '''Schedule State Group Properties''' pane.

===Adherence Rules controls===
The '''Adherence Rules''' pane contains the following controls:

*[[File: WM_851_icon-save.png|link=]] '''Save Now'''—Click to save changes you have made in this pane.
*[[File: WM_851_agent_activities_plus.png|link=]] '''Associate Genesys current states with schedule states group'''—Click to associate Genesys current states with schedule state groups.
*[[File: WM_851_agent_activities_minus.png|link=]] '''Delete State'''—Click to delete an associated Genesys state.
*[[File: WM_851_icon-help.png|link=]] '''Help'''—Click to view a Help topic about the '''Adherence Rules''' pane.

===Adherence threshold levels===
{{{!}}
{{!}}-
{{!}}'''Channel'''
{{!}}Click to configure the media channel for the schedule state group. Select one of three radio buttons:

*'''None'''—Schedule state groups containing non-work activities that do not have a specified channel ( and therefore, belong to all channels).
*'''Voice/Unspecified'''—Schedule state groups using this channel contain voice-related activities and other work that is not related to any other configured channel, such as other non-media-channel activities.
*'''Specify Name'''—Schedule state groups with this name will contain activities and other work being done on this channel.
{{NoteFormat|The channel name must match the name that is used in Stat Server statistics (and sent to WFM).}}
{{!}}-
{{!}}'''Channel Name'''
{{!}}Enter a name for the selected channel.
{{!}}}

{{AnchorDiv|StrtBfr}}
===Genesys current states mappings===

*'''Start Before Threshold''' ''field''—Enter a start time. This is the duration of time considered to be adherent time before the start of a schedule state. Valid values are <tt>0–20</tt>. The default value is <tt>20</tt>.
*'''End After Threshold''' ''field''—Enter an end time. This is the duration of time considered to be adherent time after the end of a schedule state. Valid values are <tt>0-20</tt>. The default value is <tt>20</tt>.
*'''Current State''' ''drop-down list''—Select a state from this list to set the current state to be mapped to the aux (reason) code.
*'''Aux Code (Reason)''' ''field''—Enter an appropriate aux (reason) code. A reason is user-specified information that supplements schedule state information. A reason helps to define the precise nature of the schedule state group to which it is attached.
*;{{NoteFormat|Reasons do not apply to all Genesys current states. Refer to your Genesys Stat Server documentation for additional information.|2}}

====Start Before and End After thresholds====
Set the Start Before Threshold and End After Threshold for an acceptable amount of flexibility in scheduled state start and end times. Threshold settings indicate how many minutes early or late an agent can transfer to a scheduled state without being considered ''nonadherent''.

'''Example 1:''' An agent is scheduled to start a shift at 12:00 PM and the Start Before threshold is set for 5 minutes. If the agent starts the shift at 11:54 AM, which is beyond the 5-minute threshold, it is written to the database and appears on the adherence reports as a nonadherent current state.

'''Example 2:''' If the schedule requires agents to work from 12:00–1:00 and both thresholds are set to 5 minutes, an agent who starts at 11:55 and ends at 1:04 is adherent. Agents who start and/or end outside the configured thresholds are either ''nonadherent'' or ''severely nonadherent''.

You can configure the setting that marks the cut-off between nonadherence and severe nonadherence in the '''Alarm Threshold''' combo box on the '''Site Properties''' pane of the '''Organization''' module. See {{Link-SomewhereInThisVersion|manual=Supervisor|topic=OrgSts|anchor=StPrpts|display text=Site properties}} for details.

{{AnchorDiv|StgAdhRls}}
===Setting the adherence rules===
To set adherence rules for a schedule state group:
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Video
|image=245248520
|structuredtext=#In the '''Schedule State Groups''' pane, select a schedule state group.
#At the top of the '''Schedule State Group Properties''' pane, select '''Adherence Rules'''.
#;The '''Adherence Rules''' pane opens.
#In the '''Start Before Threshold''' and '''End After Threshold''' fields, set the adherence threshold levels for the schedule state group.
#;These rules define the agent adherence parameter. Agents are adherent if their start time and end time are within threshold intervals for that scheduled state.
|structuredtextwide=Procedure continued...

#Select the media channel for the Schedule State Group: '''None''', '''Voice/Unspecified''', or '''Specify Name'''.
#;If you choose '''Specify Name''', enter the channel name—for example, email.
#;The channel name must match the name that is used in Stat Server statistics (and sent to WFM).
#Click '''Associate Genesys current states with schedule states group''' [[File: WM_851_agent_activities_plus.png|link=]] to populate the mappings list in the lower half of the pane.
#*Select the current states that should be associated with this schedule state group.
#*Continue adding rows as necessary.
#*To remove a Genesys current state from the '''Current State''' column, select it and then click '''Delete State''' [[File: WM_851_agent_activities_minus.png|link=]] .
#;You can associate a Genesys current state with any number of schedule state groups.
#Enter reasons (aux codes), if necessary, by typing the appropriate code into the '''Reason Code''' column for the appropriate Genesys current state.
#Click '''Save Now''' [[File: WM_851_icon-save.png|link=]] .

{{AnchorDiv|MdaChnlSSG}}
===Configuring media channels for schedule state groups===
Configuring a media channel for schedule state groups enables you to track an agent adherence to the schedule when agents are scheduled to work on multiple media channels or when agents are working on a media channel that is currently not scheduled. Agents are considered non adherent, if they are non adherent on any one of those channels.

After implementation, WFM tracks multiple channel-related agent real-time states per time interval. See the following example of a contact center use case that might require multi-channel adherence tracking.

{{AnchorDiv|MultiChAdhTr}}
====Use case: Tracking multi-channel adherence====
A site in the contact center has voice and email related activities, and agents can make outbound calls, which are scheduled as exceptions. The schedule state groups can be configured as follows:

{{{!}}
!'''Schedule State Group'''
!'''Channel'''
!'''Schedule State'''
!'''Real-time States'''
{{!}}-
{{!}}Inbound calls
{{!}}Voice/Unspecified
{{!}}All (immediate) voice-related activities
{{!}}WaitForNextCall, CallRinging, AfterCallWork, CallInbound
{{!}}-
{{!}}Outbound calls
{{!}}Voice/Unspecified
{{!}}Exception types that represent outbound call work
{{!}}WaitForNextCall, CallRinging, AfterCallWork, CallOutbound
{{!}}-
{{!}}E-mails
{{!}}<channel_name> (for example, email)
{{!}}Deferred, email related activities
{{!}}WaitForNextCall, CallRinging, AfterCallWork, CallInbound
{{!}}-
{{!}}Overheads
{{!}}None (no channel)
{{!}}Breaks, meals, time off, exceptions, etc.
{{!}}NotReadyForTheNextCall, LoggedOut
{{!}}}

{{NoteFormat|Tracking multi-channel adherence is a new feature in WFM 8.5. if there is no schedule state group with a channel name under the site, WFM calculates adherence as it would for a single agent real-time state, and Stat Server aggregates the statistics as it did in previous WFM releases. However, if there is at least one schedule state group with a configured channel name,WFM tracks multiple channels. For each site, WFM tracks as many different channels as there are distinct channel names for all schedule state groups under the site.}}

For more information about how WFM calculates agent adherence for single channel and multi-channel sites, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcs|display text=Adherence Calculations}}.
|Status=No
}}{{Section
|sectionHeading=Reporting historical adherence for groups
|anchor=SSGrpsHst
|alignment=Vertical
|structuredtext=Using the '''History''' pane, you can add or modify the Schedule State Group's effective date to ensure accurate reporting of historical adherence.

===Effective dates in historical data===
The '''History''' pane displays historical data; in other words, how the Schedule State Group has changed over time. It enables you to restore previous changes to the current state.

By setting an effective date, you specify that the historical change (the latest one in list) is actually effective from that specific date (and not immediately). Historical changes made before that are valid up to the effective date.

The effective date can be set on any latest historical change and many historical changes can have effective dates. This enables you to specify dates, from which changes are effective. This is important, because Adherence Reports are populated with information from the Schedule State Groups to determine adherence. Changing a Schedule State Group configuration without setting adherence, applies the latest changes to all data and adherence might be incorrectly calculated for dates, on which the previous Schedule State Group configuration should have been applicable.

After changing a Schedule State Group, it is best to apply the effective date, by indicating from which date it is applicable to ensure the '''History''' pane displays past changes and the effective date assignments.

===Modifying the effective date===
If you modify the effective date in the '''Schedule State Group History''' pane, the new date is applicable, starting at midnight on the effective date (not from the midnight of the current day in the site time zone, as is the default), and historical adherence is updated in the Adherence Reports.

To change the effective date:

#Click '''Modify''' to open the '''Set Effective Date''' pane. The current date in your site time zone is displayed, by default.
#Click the date field to display a calendar, from which you can select an alternative date.
#Click to '''Apply''' [[File: WM_851_agent_activities_assign.png]] the changes or '''Close''' [[File: WM_851_icon_close.png]] without modifying.

{{AnchorDiv|LdgHstDta}}
===Loading historical data===
To populate the '''Historical Changes Records''' section in this view, click '''Load Historical Data'''.

All historical change records, from the start date to the current day, will be displayed in the following columns:

*'''Date and Time'''—The date and time that the change was made.
*'''Action'''—Details of the changes.
*'''Effective Starting'''—The effective start date of the changes.
|Status=No
}}
}}