WikiSysop at 14:15, December 8, 2022

2022-12-08T14:15:42Z

WikiSysop: Created page with "{{Article |Standalone=No |DisplayName=Default forecasting objectives |TocName=Default forecasting objectives |Context=Use '''Default forecasting objectives''' to configure def..."

2022-08-04T13:01:01Z

Created page with "{{Article |Standalone=No |DisplayName=Default forecasting objectives |TocName=Default forecasting objectives |Context=Use '''Default forecasting objectives''' to configure def..."

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{{Article
|Standalone=No
|DisplayName=Default forecasting objectives
|TocName=Default forecasting objectives
|Context=Use '''Default forecasting objectives''' to configure default target service levels or staffing requirements for different types of activities.
|ComingSoon=No
|Platform=GenesysEngage-onpremises
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|alignment=Vertical
|structuredtext=Use the '''Default forecasting objectives''' tab within the '''Activities''' view to set default target service levels or staffing requirements for different types of activities.

You can configure default forecasting objectives for the following activity types (for activities under sites and multi-site activities):

*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=CfgDfltImmed|display text=Immediate Work}}
*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=CfgDfltDef|display text=Deferred Work}}
*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=CfgDfltFixed|display text=Fixed-Staff Work}}<br />
|Status=No
}}{{Section
|sectionHeading=Configuring default forecasting objectives for Immediate Work activities
|anchor=CfgDfltImmed
|alignment=Horizontal
|Media=Image
|image=Wfm_default_forecast_obj_immed.png
|AltText=Default forecasting objectives for Immediate work
|structuredtext=When an '''Immediate Work''' type activity is selected, you can configure the following settings and options as the default forecasting objectives:

*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=PrvTrgtOptImmed|display text=Target Options}}
*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=StaffReq|display text=Staffing Requirements}}
*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=SrvLvlObj|display text=Service Level Objectives}} (enabled if this option is selected in '''Provide''' '''Target Options''')
|structuredtextwide={{AnchorDiv|PrvTrgtOptImmed}}
===Provide Target Options===

*Enter a percentage value for the '''Indirectly Occupied Time (IOT)''' setting. Alternatively, you can select '''Use Template''' to define IOT with a {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=templates|display text=template}}. For more information about IOT, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=IOT|display text=What is Indirectly Occupied Time?}}

*Select '''Use Service Level Objectives''' to use the settings specified in the Service Level Objectives section. When selected, the options in this section become active and can be configured. All other configuration sections are greyed out.
{{AnchorDiv|StaffReq}}
===Staffing Requirements===

*'''Number of Agents Each Timestep''' — Select and enter a value for the number of agents.
*'''Average Activity Handling Time (sec)''' — Select and enter a value (seconds).
*'''Use Staffing Template''' — Select and click '''Load Templates''' to edit a {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=templates|display text=template}}.
{{AnchorDiv|SrvLvlObj}}
===Service Level Objectives===
The settings in this section are enabled when the '''Use Service Level Objectives''' option is selected in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=PrvTrgtOptImmed|display text=Provide Target Options}} section.

*'''Use estimated average time to abandon (sec)''' — This is not a service objective. It's a parameter that helps define the queuing system used when WFM builds staffing requirements. This value represents the average time it takes for impatient callers to abandon the call.
**'''Use service level objective''' — this setting specifies the percentage of calls to be answered in a specific number of seconds. For example, 80% of calls must be answered in 20 seconds. Select to enable it, and then enter the desired values. Alternatively, you can select '''Use Template''' to enable the '''Load Template''' button and select a {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=templates|display text=template}} to edit.
*'''Use Average Speed of Answer Objective''' — Specifies the average amount of time it takes for an agent to answer a call. Select and specify a value for '''ASA (sec)'''. Alternatively, you can select '''Use Template''' to enable the '''Load Template''' button and select a {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=templates|display text=template}} to edit.
*'''Use occupancy objectives''' — The total amount of time the agent is actually working on an activity as a percentage of the total amount of time the agent is available to work on an activity. Select to enable it and then enter a value for '''Maximum Occupancy Rate (%)'''. Alternatively, you can select '''Use Template''' to enable the '''Load Template''' button and select a {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=templates|display text=template}} to edit.
*'''Use abandoned interaction objective''' — Select to enable it and then enter a value for '''Maximum percent of interactions abandoned (%)'''.
|Status=No
}}{{Section
|sectionHeading=Configuring default forecasting objectives for Deferred Work activities
|anchor=CfgDfltDef
|alignment=Horizontal
|Media=Image
|image=Wfm_default_forecast_obj_def.png
|AltText=Default forecasting objectives for Deferred work
|structuredtext=When a '''Deferred Work''' type activity is selected, you can configure the following settings and options as the default forecasting objectives:

*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=PrvTrgOptDef|display text=Target Options}}
*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=SpecifyMSLO|display text=Multimedia Service Level Objectives}}
|structuredtextwide={{AnchorDiv|PrvTrgOptDef}}
===Provide Target Options===

*Use the '''Indirectly Occupied Time (IOT)''' setting to define the queuing model that WFM uses when building a staffing forecast. Alternatively, you can select '''Use Template''' to define IOT with a {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=templates|display text=template}}. For more information about IOT, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=IOT|display text=What is Indirectly Occupied Time?}}

*In the '''Initial queue''' field, enter an integer value that is <code>0</code> or greater. (If you leave this value empty, WFM assumes that the value is <code>0</code>.)
{{AnchorDiv|SpecifyMSLO}}
===Specify Multimedia Service Level Objectives===
Enter a value (%) for '''Deferred work''' and enter time based on:

*'''Hours''', '''Minutes''', or '''Seconds''' and select either '''Non-interrupted time''' or '''Interrupted time''' or
*'''Business days''', and enter an integer greater than <code>0</code> for the '''Days''' value.

Alternatively, you can select '''Use Service Level Template''' to enable the '''Load Template''' button and select a {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=templates|display text=template}} to edit.
|Status=No
}}{{Section
|sectionHeading=Configuring default forecasting objectives for Fixed-Staff Work
|anchor=CfgDfltFixed
|alignment=Horizontal
|Media=Image
|image=Wfm_default_forecast_obj_fixed.png
|AltText=Default forecasting objectives for Fixed-Staff work
|structuredtext=When a '''Fixed-Staff Work''' type activity is selected, you can configure the following settings and options as the default forecasting objectives:

*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=PrvTrgOptFixed|display text=Target Options}}
*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=StaffingReqFixed|display text=Staffing Requirements}}
|structuredtextwide={{AnchorDiv|PrvTrgOptFixed}}
===Provide Target Options===

*Use the '''Indirectly Occupied Time (IOT)''' setting to define the queuing model that WFM uses when building a staffing forecast. Alternatively, you can select '''Use Template''' to define IOT with a {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=templates|display text=template}}. For more information about IOT, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=IOT|display text=What is Indirectly Occupied Time?}}
{{AnchorDiv|StaffingReqFixed}}
===Staffing Requirements===

*'''Number of Agents Each Timestep''' — Select and enter a value for the number of agents.
*'''Average Activity Handling Time (sec)''' — Select and enter a value (seconds).
*'''Use Staffing Template''' — Select and click '''Load Templates''' to edit a {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|anchor=templates|display text=template}}.
|Status=No
}}{{Section
|sectionHeading=What is Indirectly Occupied Time (IOT)
|anchor=IOT
|alignment=Vertical
|structuredtext='''Indirectly Occupied Time (IOT)''' helps to define the queuing model that WFM uses when building a staffing forecast. WFM considers a certain pool of agents in its queuing model when determining how calls will be distributed from the queue to agents. IOT affects the availability of agents to handle calls. For example, if you enter a value for IOT, such as 10%, an agent will not be in the agent pool 10% of the time (because the agent is off the phone).
|Status=No
}}{{Section
|sectionHeading=Using templates for default forecasting objectives
|anchor=templates
|alignment=Horizontal
|Media=Image
|image=Wfm_default_forecast_templates.png
|AltText=Template selection pane for Default Forecasting Objectives.
|structuredtext=When configuring the default forecasting objective settings for an activity type, you can choose to use a template to define certain properties rather than enter the settings manually. To use a template, it must already be defined for that property.

When you select '''Use Template''' and click '''Load Templates''', a '''Templates''' pane opens where you can see a list of available templates for that objective property. Select at least one template and one weekday, and then click '''Save'''.

If you don't already have forecasting templates defined for each type of objective, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FrcstTmpl}} to learn how to create a new template and then follow the steps described in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FrcstTmpl|anchor=TmplPrpActvTb|display text=Activities tab}} to set the desired properties.
|Status=No
}}
}}

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 If you don't already have forecasting templates defined for each type of objective, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FrcstTmpl}} to learn how to create a new template and then follow the steps described in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FrcstTmpl|anchor=TmplPrpActvTb|display text=Activities tab}} to set the desired properties.
 |Status=No
 }}
 }}

PEC-WFM/Current/Supervisor/DfltFrcstObj - Revision history

WikiSysop at 14:15, December 8, 2022

WikiSysop: Created page with "{{Article |Standalone=No |DisplayName=Default forecasting objectives |TocName=Default forecasting objectives |Context=Use '''Default forecasting objectives''' to configure def..."