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

Mary.hachey@genesys.com: Published

2021-01-20T22:19:16Z

Published

Mhachey: Published

2020-10-07T15:25:42Z

Published

Mhachey: Published

2020-09-15T13:49:28Z

Published

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

2020-07-25T02:36:00Z

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

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

2020-07-15T11:49:17Z

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

Bgrenon: Published

2020-06-08T15:23:44Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Master Schedule State Group Totals
|TocName=Master Schedule State Group Totals
|Context=Display coverage statistics for each timestep in a selected day to assist in determining the cause of schedule overstaffing or understaffing.
|ComingSoon=No
|Platform=PureEngage
|Section={{Section
|alignment=Vertical
|structuredtext=In the '''Master Schedule State Group Totals''' view, see a toolbar similar to the one shown here and see the {{Link-SomewhereInThisManual|topic=MstSWzStGrpTtls|anchor=ActnMnuTlbr|display text=button descriptions}} below.

[[File: WM_851_toolbar-master-schedule-state-group-totals.png|link=https://all.docs-content.genesys.com/File:WM_851_toolbar-master-schedule-state-group-totals.png]]

This view can help you to determine the cause of an overstaffing or understaffing during the day. For example: Although your site has 400 agents, a 3 PM traffic surge left you understaffed. How did it happen? Using this view, you can pinpoint the number of agents who are on breaks, in meetings, and otherwise not on duty, at 3 PM. You can use this information to justify adjustments such as moving agents' breaks or canceling a team meeting.

You can also compare '''Calculated''' and '''Required Staffing''', and schedule coverage, with schedule-state-totals data. You can anticipate shrinkage and estimate how much of it (in the form of meetings and training, for example) can be assigned and stay within your forecast.

This view displays its data in a graph (upper portion of the view) and a table (lower portion), instead of on separate tabs. You can also specify that WFM display its data not only for days, but also for weeks and months. Both data displays show the differences between the '''Schedule''' and the '''Forecast''', for each timestep during the selected time period. The '''Graph''' also shows totals as a flat line, because the lines representing forecasted and scheduled shrinkage can be of different shapes.{{AnchorDiv|DsplStGrpTtls}}
|Status=No
}}{{Section
|sectionHeading=Displaying state group totals
|anchor=DisplayingStateGroupTotals
|alignment=Vertical
|structuredtext=#From the '''Home''' menu on the toolbar, select '''Schedule'''.
#From the '''Schedule''' menu on the toolbar, select '''Master Schedule'''.
#From the '''Master Schedule''' menu, select '''State Group Totals'''.
#Select the objects from the {{Link-SomewhereInThisManual|topic=SpvrWndw|anchor=SpvrObjtPn|display text=Objects}} pane whose '''State Group Totals''' you want to display.<br> You can select the appropriate item(s) from either the '''Agents''' tree (above) or the '''Activities''' tree (below); WFM then selects matching item(s) from the other tree.
#Click '''Get data'''.
#Select an item from the '''Show Data For''' drop-down menu to control what data is displayed in the grid:
#*'''Scheduled States Totals'''—Display all schedule-state groups (and their data), of all types, but exclude shrinkage-related information. This is the default display.
#*'''Total Shrinkage'''—Display all schedule-state groups (and their data), but exclude the type '''none'''.
#*'''Planned Overheads'''—Display only schedule-state groups (and their data) with the type '''planned overheads'''.
#*'''Unplanned Overheads'''—Display only schedule-state groups (and their data) with the type '''unplanned overheads'''.

{{AnchorDiv|GrphCntrls}}
|Status=No
}}{{Section
|sectionHeading=Graph controls
|anchor=GraphControls
|alignment=Vertical
|structuredtext=The '''Graph''' displays data for the object(s) selected in the {{Link-SomewhereInThisManual|topic=SpvrWndw|anchor=SpvrObjtPn|display text=Object}} pane. Use the controls in the {{Link-SomewhereInThisManual|topic=MstSWzStGrpTtls|anchor=DtaCntrols|display text=Data}} pane to further configure the data display.
{{{!}}
{{!}}-
{{!}}'''Graph Type''' ''drop-down menu''
{{!}}Select a display scheme for the graphical data. (This menu is disabled and reset to the default setting if the '''Scheduled States Totals''' value is selected in the '''Show Data For:''' drop-down menu ).
{{!}}-
{{!}}'''Totals'''
{{!}}Display the data in a line graph, that shows stacked schedule-state groups information. Default.

If the '''Show Coverage and Forecast Information''' toolbar icon is toggled on, the graph displays this data, in separate lines: '''Schedule Coverage''', '''Forecasted Staffing Calculated''', and '''Forecasted Staffing Required'''.
{{!}}-
{{!}}'''Comparison'''
{{!}}Display percentage data for a specific schedule-state group or for planned/unplanned overheads, in a line graph that compares it to forecast overheads data. {{AnchorDiv|Cmprsn}}

The graph displays two percentage data series as lines, in the format that you select in the {{Link-SomewhereInThisManual|topic=MstSWzStGrpTtls|anchor=Trgts|display text=Targets}} drop-down menu.

{{NoteFormat|If the '''Show Coverage and Forecast Information''' toolbar icon is toggled on, the graph displays two additional data series of forecast data for the object(s) that you selected on the {{Link-SomewhereInThisManual|topic=SpvrWndw|anchor=SpvrObjtPn|display text=Object}} pane.|2}}
{{!}}-
{{!}}'''Variance'''
{{!}}Display a bar graph of positive or negative values for each timestep, if one of the following is selected in the '''Object''' area’s activity tree: a single-site activity, a single site, a single multi site activity, a single business unit.
{{!}}-
{{!}}'''Period'''
{{!}}Select '''Day''', '''Week''', '''Month''', or '''Planning Period''' to specify the granularity of the display.
{{!}}-
{{!}}'''Targets''' ''drop-down menu''
{{!}}This menu appears only when the '''Graph Type''' menu selection is {{Link-SomewhereInThisManual|topic=MstSWzStGrpTtls|anchor=Cmprsn|display text=Comparison}}; use it to select percentage data to compare. Select a format for comparing percentage data: {{AnchorDiv|Trgts}}
{{!}}-
{{!}}'''Total Planned'''
{{!}}Display scheduled planned overheads totals data and forecasted total planned overhead data. Not available if the selected value in the '''Show data for:''' menu is '''Unplanned Overheads'''.
{{!}}-
{{!}}'''Total Unplanned'''
{{!}}Display scheduled unplanned overheads totals data and forecasted total unplanned overhead data. Not available if the selected value in the '''Show data for:''' menu is '''Planned Overheads'''.
{{!}}-
{{!}}''List of schedule-state groups''
{{!}}Display a line graph of data for the named '''Schedule State Group'''. Names in this list are followed by a site name if more than one site is selected on the {{Link-SomewhereInThisManual|topic=SpvrWndw|anchor=SpvrObjtPn|display text=Object}} pane.

{{NoteFormat|The '''Schedule State Groups''' list depends on the selection in '''Show data for:''' menu. If you selected '''Planned Overheads''' in the menu, then only planned '''Schedule State Groups''' are shown in the list. If you selected '''Unplanned Overheads''' in the menu then only unplanned '''Schedule State Groups''' are shown in the list.}}
{{!}}}

{{AnchorDiv|GrdLytCntrs}}
|Status=No
}}{{Section
|sectionHeading=Grid layout and controls
|anchor=GridLayoutandControls
|alignment=Vertical
|structuredtext=The columns in the '''Master Schedule State Group Totals''' table correspond to the configured schedule-state groups. Use the '''Schedule States''' tab in {{Link-SomewhereInThisManual|topic=SchdFltrDlgBx|anchor=top|display text=State Groups Filter}} to specify which columns appear in the table.
{{{!}}
{{!}}'''Grand Total'''
{{!}}This column displays the grand total for all selected agents (not just for the visible schedule-state groups). It never contains subcolumn % (because its value is always 100%). Values in this column depend on the selection in the Show data for: menu.
{{!}}-
{{!}} nowrap=""{{!}}'''Scheduled States Totals'''
{{!}}This column displays the totals for visible schedule-state groups for the selected agents, regardless of their type.
{{!}}-
{{!}}'''Planned Overheads'''
{{!}}This column displays the planned overheads total for all selected agents. It is hidden if Scheduled States Totals or Unplanned Overheads is selected in the Show data for: menu.
{{!}}-
{{!}}'''Unplanned Overheads'''
{{!}}This column displays the unplanned overheads total for all selected agents. It is hidden if Scheduled States Totals Planned Overheads is selected in the Show data for: menu.
{{!}}}

{{NoteFormat|
*An additional row displays the daily total for each visible column.
*An agent who is in multiple schedule-state groups during an interval, is prorated in the grid by the fraction of the interval that the agent is in each state group. For example, an agent on break for 5 minutes and at work for 10 minutes might be listed in the Break cell as .33 and in the Work cell as .67 (Note that the terms ''Break'' and ''Work'' are used here as examples of schedule-state group names, and may not correspond to the schedule-state groups that are configured for your WFM environment.)
*The columns in the '''Master Schedule State Group Totals''' data table, and the stacked lines in the graph, corresponding to the configured schedule-state groups. Select '''Filter''' [[File: WM_851_icon-filter.png]] in the toolbar, and use the '''Schedule States'''<nowiki> tab to specify which columns appear in the table and which lines appear in the graph.}}
{{AnchorDiv|DtaCntrols}}
|Status=No
}}{{Section
|sectionHeading=Data controls
|anchor=DataControls
|alignment=Vertical
|structuredtext={{{!}}
{{!}}-
{{!}}'''Show data for:''' ''drop-down menu''
{{!}}Select from the menu, a data-display scheme to apply to the grid:

*'''Scheduled States Totals'''—Displays totals for the schedule-state groups of the currently selected agents, regardless of type. Select this option to disable the check boxes described below, and displays the data in grid columns that are selected in the '''Schedule States''' tab of the filter dialog.
*'''Total Shrinkage'''—Displays the total shrinkage for the schedule-state groups (and their data), excluding the type none.
*'''Planned Overheads'''—Displays the planned overheads total for all selected agents. Select to display the data in grid columns, grand total, and subcolumns that match the selected check boxes below.
*'''Unplanned Overheads'''—Displays the unplanned overheads total for all selected agents. Select to display the data in grid columns, grand total, and subcolumns that match the selected check boxes below.

{{NoteFormat|Each data-display scheme includes a '''Time Step''' column.|2}}
{{!}}-
{{!}}'''Value''' ''check box''
{{!}}Select this check box to display the column that shows coverage value in the grid.

This check box is disabled but checked if you select '''Scheduled States Totals''' in the '''Show data for:''' menu.
{{!}}-
{{!}}'''Value %''' ''check box''
{{!}}Select this check box to display the column that shows coverage percentage in the grid. The percentage value is calculated relative to the grand total.

This check box is disabled and not checked if you select '''Scheduled States Totals''' in the '''Show data for:''' menu.
{{!}}-
{{!}} nowrap=""{{!}}'''Compare with forecast''' ''check box''
{{!}}Select this check box to display the column that shows percentage data of overhead from the forecast in the grid, shall be presented in grid.

Enabled and applicable only if the same conditions are met as for the toggle action {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MstSWzStGrpTtls|anchor=ShwCvrgFrcstInf|display text=Show Coverage and Forecast Information}}.

This check box is disabled and not checked if you select '''Scheduled States Totals''' in the '''Show data for:''' menu.
{{!}}}

{{AnchorDiv|ActnMnuTlbr}}
|Status=No
}}{{Section
|sectionHeading=Actions menu and toolbar
|anchor=ActionsMenuAndToolbar
|alignment=Vertical
|structuredtext=These commands are available on the '''Actions''' toolbar (and on the '''Actions''' menu):
{{{!}}
!Icon
!Name
!Description
{{!}}-
{{!}}[[File: WM_851_icon-cleanup.png]]
{{!}}'''Cleanup'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MstSWzClnUpMSWdw|display text=Cleanup}} window. Enables you to delete '''Master Schedule''' information for selected dates and agents.
{{!}}-
{{!}}[[File: WM_851_icon_show_coverage_and_forecast_info.png]]
{{!}}'''Show Coverage and<br> Forecast Information'''
{{!}}This toggle controls if additional coverage and forecast information is displayed, and is enabled only if one of the following is selected in the '''Object''' area’s '''Activity''' tree: a single-site activity, a single site, a single multi-site activity, a single business unit. {{AnchorDiv|ShwCvrgFrcstInf}}
{{!}}-
{{!}}[[File: WM_851_icon-use-multi-site-activities.png]]
{{!}} nowrap=""{{!}}'''Use Multi-Site Activities'''
{{!}}This button becomes enabled when you select a {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=MltiSte|display text=multi-site activity}} or {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=BsnUnt|display text=business unit}} in the {{Link-SomewhereInThisManual|topic=SpvrWndw|anchor=SpvrObjtPn|display text=Objects}} pane. Clicking this button displays combined data for all the activities included in the selected multi-site activity or business unit.

If you set this button to '''On''', WFM retains your last selection—in the current view and for all other views that contain multi-site activities—preventing you from having to click it every time you want to display data for the selected multi-site activity.
{{!}}-
{{!}}[[File: WM_851_icon-filter.png]]
{{!}}'''Filter'''
{{!}}Opens the {{Link-SomewhereInThisManual|topic=SchdFltrDlgBx|anchor=top|display text=State Groups Filter}} dialog box.
{{!}}-
{{!}}[[File: WM_851_icon-options.png]]
{{!}}'''Options'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MstSWzOptFrMSSGTtls|display text=Options}} dialog box, where you can show or hide the columns '''Total Planned''' and '''Total Unplanned''' in the grid display; and change the colors that are used in '''Coverage''' and '''Forecast''' graphs.
{{!}}-
{{!}}[[File: WM_851_icon-save-as-template.png]]
{{!}}'''Save As Template'''
{{!}}Saves the current selections as a forecast template of type '''Overheads'''. Click this icon (or select the command from the '''Actions''' menu) to display the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrstTpmlDlgBx|display text=New Forecast Template}} dialog box.

Required settings: '''Graph Type'''='''Comparison''', '''Period'''='''Week'''.

{{NoteFormat|The '''Save as Template''' command is not visible and the user cannot edit '''Overheads''' if he/she has no security rights to the '''Forecast''' module.}}
{{!}}}
|Status=No
}}
}}

@@ Line 72: / Line 72: @@
 The Intra-Day view now shows the selected agents' schedules.
 |Status=No
 }}{{Section
@@ Line 122: / Line 148: @@
 |anchor=GridLayoutandControls
 |alignment=Vertical
-|structuredtext=The columns in the '''Master Schedule State Group Totals''' table correspond to the configured schedule-state groups. Use the '''Schedule States''' tab in {{Link-SomewhereInThisManual|topic=SchdFltrDlgBx|anchor=top|display text=State Groups Filter}} to specify which columns appear in the table.
+|structuredtext=The columns in the '''Master Schedule State Group Totals''' table correspond to the configured schedule-state groups. Use the '''Schedule States''' tab in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ScnWklyVw|anchor=SchdFltrDlgBx|display text=State Groups Filter}} to specify which columns appear in the table.
 {{{!}}
 {{!}}'''Grand Total'''
@@ Line 205: / Line 231: @@
 {{!}}[[File: WM_851_icon-filter.png]]
 {{!}}'''Filter'''
-{{!}}Opens the {{Link-SomewhereInThisManual|topic=SchdFltrDlgBx|anchor=top|display text=State Groups Filter}} dialog box.
+{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ScnWklyVw|anchor=SchdFltrDlgBx|display text=State Groups Filter}} dialog box.
 {{!}}-
 {{!}}[[File: WM_851_icon-options.png]]
 {{!}}'''Options'''
-{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MstSWzOptFrMSSGTtls|display text=Options}} dialog box, where you can show or hide the columns '''Total Planned''' and '''Total Unplanned''' in the grid display; and change the colors that are used in '''Coverage''' and '''Forecast''' graphs.
+{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MstSWzStGrpTtls|anchor=MstSWzOptFrMSSGTtls|display text=Options}} dialog box, where you can show or hide the columns '''Total Planned''' and '''Total Unplanned''' in the grid display; and change the colors that are used in '''Coverage''' and '''Forecast''' graphs.
 {{!}}-
 {{!}}[[File: WM_851_icon-save-as-template.png]]
 {{!}}'''Save As Template'''
-{{!}}Saves the current selections as a forecast template of type '''Overheads'''. Click this icon (or select the command from the '''Actions''' menu) to display the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrstTpmlDlgBx|display text=New Forecast Template}} dialog box.
+{{!}}Saves the current selections as a forecast template of type '''Overheads'''. Click this icon (or select the command from the '''Actions''' menu) to display the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FrcstTmpl|anchor=NwFrstTpmlDlgBx|display text=New Forecast Template}} dialog box.
 Required settings: '''Graph Type'''='''Comparison''', '''Period'''='''Week'''.

@@ Line 219: / Line 219: @@
 {{NoteFormat|The '''Save as Template''' command is not visible and the user cannot edit '''Overheads''' if he/she has no security rights to the '''Forecast''' module.}}
 {{!}}}
 |Status=No
 }}
 }}

@@ Line 33: / Line 33: @@
 #*'''Unplanned Overheads'''&mdash;Display only schedule-state groups (and their data) with the type '''unplanned overheads'''.
-{{AnchorDiv|GrphCntrls}}
+===Changing the default time zone for schedule state totals===
 |Status=No
 }}{{Section

@@ Line 5: / Line 5: @@
 |Context=Display coverage statistics for each timestep in a selected day to assist in determining the cause of schedule overstaffing or understaffing.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical

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

Mary.hachey@genesys.com: 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"