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

Mhachey: Published

2020-10-02T16:43:12Z

Published

Mhachey: Published

2020-10-01T19:38:38Z

Published

Mhachey: Published

2020-09-30T18:00:10Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:36:08Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:49:13Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:29:20Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Find Events Wizard
|TocName=Find Events Wizard
|Context=Use the wizard to search through historical data for periods of time that represent anomalies and use this information to build accurate forecast scenarios.
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|alignment=Vertical
|structuredtext=Here's an example of an anomaly in the historical data that the '''Find Events Wizard''' could locate it for you: Imagine that the AHT on May 24, 2008, between 8 p.m. and 9 p.m. was 500% higher than on the historical norm for those hours.

To open the '''Find Events''' dialog:

#Start at the '''Historical Data Volumes''' view.
#Click '''Find Events''' [[File: WM_851_icon_find_events.png|link=]] in the toolbar or select '''Find Events''' from the '''Actions''' menu.
#Use these controls to define the search:

{{{!}}
{{!}}-
{{!}}'''Search''' ''radio buttons''
{{!}}Define the search metrics.

Select '''IV''' to search for events that affected '''Interaction Volume'''. Select '''AHT''' to search for events that affected '''Average Handling Time'''.
{{!}}-
{{!}} nowrap=""{{!}}'''Search using granularity''' ''radio buttons''
{{!}}Define the search increments.

Select '''Daily''' to search through daily data. Select '''Hourly''' to search through hourly data.
{{!}}-
{{!}}'''Start date and End date''' ''fields''
{{!}}Define the search limits.

Enter or select a '''Start date''' and an '''End date'''. The search will begin at the start date and end at the end date.
{{!}}-
{{!}}'''Threshold (%)''' ''field''
{{!}}Define the search criteria.

Enter or select the percentage of deviation from historical data, that would identify the event you want to locate. '''Range:''' A positive integer less than <tt>1000</tt>.

For example, you would enter <tt>500</tt> to search for an anomaly that is at least <tt>500%</tt> of normal.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Running the wizard
|anchor=RunningtheFindEventsWizard
|alignment=Vertical
|structuredtext={{AnchorDiv|PsblEvntsLst}}

#Define the search using the controls described above.
#Click '''Find Events''' (or click '''Cancel''' to abandon the search).
#;A new tab in the right-hand portion of the window displays these items:
#*a '''Possible Events''' list
#*the '''Create Overlay''' and '''Create Event''' buttons
#*an '''Existing Events''' list
#Select an item in the '''Possible Events''' list.
#*The '''Create Overlay''' and '''Create Event''' buttons are enabled.
#*All '''Overlay/Event''' items that occur within the date range of the selected '''Possible Event''' are displayed in the {{Link-SomewhereInThisManual|topic=FndEvntsWzd|anchor=ExstgEvntsLst|display text=Existing Events}} list.
#;Now you can create an overlay (and the event that it must contain) or create an event (and select the existing overlay that must contain it).
#Choose one of two options:
##Click '''Create Overlay''' to open the {{Link-SomewhereInThisManual|topic=NwOvrlyWiz|anchor=top|display text=New Overlay Wizard}}, where you create a new overlay and specify its event’s parameters in the {{Link-SomewhereInThisManual|topic=NwEvntPg|anchor=top|display text=New Event}} page.
##Click '''Create Event''' to open the {{Link-SomewhereInThisManual|topic=NwEvntPg|anchor=top|display text=New Event}} page, where you select an existing overlay and set the event’s parameters.
|Status=No
}}{{Section
|sectionHeading=Viewing existing events
|anchor=ExstgEvntsLst
|alignment=Vertical
|structuredtext=When you are finished, the wizard or page closes and the newly created overlay/event will appear in the '''Existing Events''' list, if its '''Impact Start Date/Time''' occurs within the date range of the selected '''Possible Event'''.

Otherwise, the overlay/event exists, but it is not displayed.
|Status=No
}}
}}

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Find Events Wizard
+|DisplayName=Find Events
-|TocName=Find Events Wizard
+|TocName=Find Events
 |Context=Use the wizard to search through historical data for periods of time that represent anomalies and use this information to build accurate forecast scenarios.
 |ComingSoon=No
@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=Here's an example of an anomaly in the historical data that the '''Find Events Wizard''' could locate it for you: Imagine that the AHT on May 24, 2008, between 8 p.m. and 9 p.m. was 500% higher than on the historical norm for those hours.
+|structuredtext=An example of an anomaly that the '''Find Events Wizard''' could locate in the historical data would be something like this: Imagine that the AHT on May 24, 2008, between 8 p.m. and 9 p.m. was 500% higher than on the historical norm for those hours.
+|Status=No
-===Opening the Find Events dialog===
+}}{{Section
-To open the dialog:
+|sectionHeading=Finding events
 #Start at the '''Historical Data Volumes''' view.
@@ Line 43: / Line 46: @@
 For example, you would enter <tt>500</tt> to search for an anomaly that is at least <tt>500%</tt> of normal.
 {{!}}}
-|Status=No
-}}{{Section
+{{AnchorDiv|PsblEvntsLst}}
-|sectionHeading=Running the wizard
+===Running the wizard===
-|anchor=PsblEvntsLst
-|alignment=Vertical
+#Define the search using the controls described above.
 #Click '''Find Events''' (or click '''Cancel''' to abandon the search).
 #;A new tab in the right-hand portion of the window displays these items<nowiki>:</nowiki>
@@ Line 69: / Line 71: @@
 |Status=No
 }}{{Section
-|sectionHeading=New Event page
+|sectionHeading=New events
 |anchor=NwEvntPg
 |alignment=Vertical

@@ Line 12: / Line 12: @@
 |structuredtext=Here's an example of an anomaly in the historical data that the '''Find Events Wizard''' could locate it for you: Imagine that the AHT on May 24, 2008, between 8 p.m. and 9 p.m. was 500% higher than on the historical norm for those hours.
-To open the '''Find Events''' dialog:
+===Opening the Find Events dialog===
 #Start at the '''Historical Data Volumes''' view.
@@ Line 45: / Line 46: @@
 }}{{Section
 |sectionHeading=Running the wizard
-|anchor=RunningtheFindEventsWizard
+|anchor=PsblEvntsLst
 |alignment=Vertical
-|structuredtext={{AnchorDiv|PsblEvntsLst}}
+|structuredtext=#Define the search using the controls described above.
 #Click '''Find Events''' (or click '''Cancel''' to abandon the search).
-#;A new tab in the right-hand portion of the window displays these items:
+#;A new tab in the right-hand portion of the window displays these items<nowiki>:</nowiki>
 #*a '''Possible Events''' list
 #*the '''Create Overlay''' and '''Create Event''' buttons
@@ Line 60: / Line 59: @@
 #;Now you can create an overlay (and the event that it must contain) or create an event (and select the existing overlay that must contain it).
 #Choose one of two options:
-##Click '''Create Overlay''' to open the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=Overlays|anchor=NwOvrlyWiz|display text=New Overlay Wizard}}, where you create a new overlay and specify its event’s parameters in the {{Link-SomewhereInThisManual|topic=NwEvntPg|anchor=top|display text=New Event}} page.
+##Click '''Create Overlay''' to open the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=Overlays|anchor=NwOvrlyWiz|display text=New Overlay Wizard}}, where you create a new overlay and specify its event’s parameters in the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FndEvntsWzd|anchor=NwEvntPg|display text=New Event}} page.
-##Click '''Create Event''' to open the {{Link-SomewhereInThisManual|topic=NwEvntPg|anchor=top|display text=New Event}} page, where you select an existing overlay and set the event’s parameters.
+##Click '''Create Event''' to open the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FndEvntsWzd|anchor=NwEvntPg|display text=New Event}} page, where you select an existing overlay and set the event’s parameters.
 |Status=No
 }}{{Section
-|sectionHeading=Viewing existing events
+|sectionHeading=New Event page
-|anchor=ExstgEvntsLst
+|anchor=NwEvntPg
 |alignment=Vertical
-|structuredtext=When you are finished, the wizard or page closes and the newly created overlay/event will appear in the '''Existing Events''' list, if its '''Impact Start Date/Time''' occurs within the date range of the selected '''Possible Event'''.
+|structuredtext=The '''New Event''' page opens from the '''Find Events''' screen when you click the '''Create Overlay''' button (as the final page of the '''Create New Overlay Wizard''') or the '''Create Event''' button.
-Otherwise, the overlay/event exists, but it is not displayed.
+#Select the appropriate settings on this page, remembering that some selections may deselect others.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Use the wizard to search through historical data for periods of time that represent anomalies and use this information to build accurate forecast scenarios.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

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

Mhachey: Published

Mhachey: Published

Mhachey: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"