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

Mhachey: Published

2020-08-04T17:05:02Z

Published

Mhachey: Published

2020-08-04T16:44:59Z

Published

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

2020-07-25T02:36:06Z

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

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

2020-07-15T11:48:44Z

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

Mhachey: Published

2020-06-19T15:51:16Z

Published

Bgrenon: Published

2020-06-08T15:23:54Z

Published

New page

{{Article
|Standalone=No
|DisplayName=New Forecast Wizard
|TocName=New Forecast Wizard
|Context=Set general parameters and select activities to create forecast scenarios that can be used as master forecasts.
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|alignment=Vertical
|structuredtext={{NoteFormat|Starting in this release, WFM has a new interface for the Forecast module. If you have landed on this page by accident and are using the new Supervisors interface, see the "Scenarios" page in the ''{{Link-SomewhereInThisVersion|manual=|topic=Welcome|anchor=|display text=Workforce Management Supervisor Help - BROKEN LINK - }}'', which describes the new {{Link-SomewhereInThisVersion|manual=|topic=ForecastMdl|anchor=|display text=Forecast module - BROKEN LINK - }}.|2}}

{{AnchorDiv|FrstScnro}}
Use the '''New Forecast Wizard''' (NFW) to create a new forecast scenario. Defining a forecast scenario involves naming the forecast, defining a forecast date range, adding comments (optional), and selecting the activities the forecast will cover. You also have the option of basing the scenario on an existing forecast or building the numbers later.
{{AnchorDiv|CrtFrstWthWiz}}

This is Video 1 in a 4-video series. When you are ready to build volumes for the scenario, watch {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=BdlVlmsDtWz|display text=Video 2}}.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Video
|image=268859442
|structuredtext=To use the '''New Forecast Wizard''':

#Select the '''Forecast''' tab.
#Select {{Link-SomewhereInThisManual|topic=FSFrcstScnVw|anchor=top|display text='''Scenarios'''}} from the '''Views''' menu.
#Click '''New''' [[File: WM_851_icon-new.png|link=]] on the '''Forecast Scenarios''' view toolbar.<br> The first of the '''New Forecast Wizard's''' screens, {{Link-SomewhereInThisManual|topic=NFWGnrlParams|anchor=top|display text=General Parameters}}, opens.
#Fill in the '''General Parameters''' screen and then click '''Next'''. The {{Link-SomewhereInThisManual|topic=NFWSlctActv|anchor=top|display text=Select Activity}} screen opens.
#Select one or more activities and then click '''Finish'''.

After you create a scenario, you can build interaction volume, AHT, and staffing forecasts, add comments, and publish the scenario. For details, see {{Link-SomewhereInThisManual|topic=FrcstScn|anchor=top|display text=Forecast Scenarios Overview}}.
|Status=No
}}{{Section
|sectionHeading=Terminology review
|anchor=TerminologyReview
|alignment=Vertical
|structuredtext=To better understand WFM forecasting and scheduling views and dialog boxes, it is helpful to review certain WFM terminology.

{{AnchorDiv|Actvs}}
===Activities===
''Activities'' are work items that are tracked and managed using Genesys Workforce Management. On a general level, example activities are answering inbound calls, responding to email, completing after-call work, performing scheduled callbacks, and participating in chat sessions. When you create forecasts and schedules, these activities are typically associated with a specific product, such as inbound calls for product A, inbound calls for product B, and so on. In the Configuration Utility, activities are associated with skills. You define separate activities for each site or business unit.

{{AnchorDiv|Sts}}
===Sites===
''Sites'' can be equivalent to switches, which are originally defined in Genesys Administrator and then imported into WFM via WFM Server. See "Creating Switch Objects" in ''[https://docs.genesys.com/Documentation:GA:user:CfgSwitch:8.5.2#t-1 Genesys Adminsitrator Extension Help]''.

You can also create sites that are unrelated to a switch. This is appropriate when switches do not correlate with your company's organization. For example, a single location could be divided into multiple entities to reflect divisions along business unit lines.

Sites can use ''activity sets'', which provide a means to combine activities into groups for multi-skilled scheduling. During that time:

*Agents can only work on the activities defined for the activity set.
*Scheduler cannot schedule meals at times that would interrupt the activity set.

Business units cannot use activity sets.

{{AnchorDiv|BsnUnt}}
===Business units===
A ''business unit'' consists of a set of sites that may be grouped together because the agents at the sites perform the same activity, or for ease of management.

{{AnchorDiv|MltiSte}}
===Multi-site activities===
''Multi-site activities'' combine activities at some or all of the sites in a business unit, as well as independent sites, for tracking purposes.
|Status=No
}}
}}

@@ Line 13: / Line 13: @@
 {{AnchorDiv|FrstScnro}}
-Use the '''New Forecast Wizard''' (NFW) to create a new forecast scenario. Defining a forecast scenario involves naming the forecast, defining a forecast date range, adding comments (optional), and selecting the activities the forecast will cover. You also have the option of basing the scenario on an existing forecast or building the numbers later.
+Use the '''New Forecast Wizard''' to create a new forecast scenario. Defining a forecast scenario involves naming the forecast, defining a forecast date range, adding comments (optional), and selecting the activities the forecast will cover. You also have the option of basing the scenario on an existing forecast or building the numbers later.
 {{AnchorDiv|CrtFrstWthWiz}}
@@ Line 32: / Line 32: @@
 #Select one or more activities and then click '''Finish'''.
-After you create a scenario, you can build interaction volume, AHT, and staffing forecasts, add comments, and publish the scenario. For details, see {{Link-SomewhereInThisManual|topic=FrcstScn|anchor=top|display text=Forecast Scenarios Overview}}.
+After you create a scenario, you can build interaction volume, AHT, and staffing forecasts, add comments, and publish the scenario. For details, see the {{Link-SomewhereInThisManual|topic=FrcstScn|anchor=top|display text=Forecast Scenarios}} overview.
 |Status=No
 }}{{Section
@@ Line 38: / Line 38: @@
 |anchor=NFWGnrlParams
 |alignment=Vertical
-|structuredtext=Use the General Parameters screen in the New Forecast Wizard (NFW) to define your new forecast's name, dates, and other basic information.
+|structuredtext=Use the General Parameters screen in the New Forecast Wizard to define your new forecast's name, dates, and other basic information.
 <ol>
 <li>In the '''Name''' text box, enter a name for the forecast scenario.</li>
@@ Line 55: / Line 55: @@
 |anchor=NFWSlctActv
 |alignment=Vertical
-|structuredtext=Use the Select Activity screen in the New Forecast Wizard (NFW) to finish defining your new forecast.
+|structuredtext=Use the Select Activity screen in the New Forecast Wizard to finish defining your new forecast.
 <ol>
-<li>Expand the {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=Sts|display text=applicable sites}} or {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=BsnUnt|display text=business units}}.</li>
+<li>Expand the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ForecastMdl|anchor=Sts|display text=applicable sites}} or {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ForecastMdl|anchor=BsnUnt|display text=business units}}.</li>
-<li>Select the single-{{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=Sts|display text=site}} or {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=MltiSte|display text=multi-site activities}} that you want to be included in this forecast. These are activities previously defined in the WFM Web.<br>  You can expand business units to display their sites and {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=MltiSte|display text=multi-site activities}}, and you can expand sites to display their activities. You can select any number of activities.<br><br>  By default, all activities are selected when this screen opens. Clear the check boxes for any activities that you do not want to include in this forecast scenario.<br><br>  If you selected a value from the {{Link-SomewhereInThisManual|topic=NFWGnrlParams|anchor=top|display text=General Parameters}} screen's '''Based on''' drop-down list, the activities that were in the source scenario are selected in the '''Activities''' list. You can select any additional activities, or clear selected ones, to customize this forecast scenario.
+<li>Select the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ForecastMdl|anchor=Sts|display text=single-site}} or {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ForecastMdl|anchor=MltiSte|display text=multi-site activities}} that you want to be included in this forecast. These are activities previously defined in the WFM Web.<br>  You can expand business units to display their sites and multi-site activities, and you can expand sites to display their activities. You can select any number of activities.<br><br>  By default, all activities are selected when this screen opens. Clear the check boxes for any activities that you do not want to include in this forecast scenario.<br><br>  If you selected a value from the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrcstWz|anchor=NFWGnrlParams|display text=General Parameters}} screen's '''Based on''' drop-down list, the activities that were in the source scenario are selected in the '''Activities''' list. You can select any additional activities, or clear selected ones, to customize this forecast scenario.
 {{NoteFormat|You can add activities to a forecast after it has been created.|2}}</li>

@@ Line 8: / Line 8: @@
 |Role=Supervisor
 |Application=Workforce Management
 |Section={{Section
 |alignment=Vertical
 |structuredtext={{NoteFormat|Starting in this release, WFM has a new interface for the Forecast module. If you have landed on this page by accident and are using the new Supervisors interface, see the "Scenarios" page in the ''{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=SupervisorHelp|topic=FrcstScn|display text=Workforce Management Supervisor Help}}'', which describes the latest {{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=SupervisorHelp|topic=ForecastMdl|display text=Forecast module}}.|2}}
 {{AnchorDiv|FrstScnro}}
 Use the '''New Forecast Wizard''' (NFW) to create a new forecast scenario. Defining a forecast scenario involves naming the forecast, defining a forecast date range, adding comments (optional), and selecting the activities the forecast will cover. You also have the option of basing the scenario on an existing forecast or building the numbers later.
 {{AnchorDiv|CrtFrstWthWiz}}
 This is Video 1 in a 4-video series. When you are ready to build volumes for the scenario, watch {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=BdlVlmsDtWz|display text=Video 2}}.
 |Status=No
 }}{{Section
 |alignment=Horizontal
 |Media=Video
@@ Line 34: / Line 27: @@
 #Select the '''Forecast''' tab.
-#Select {{Link-SomewhereInThisManual|topic=FSFrcstScnVw|anchor=top|display text='''Scenarios'''}} from the '''Views''' menu.
+#Select {{Link-SomewhereInThisManual|topic=FSFrcstScnVw|anchor=top|display text=Scenarios}} from the '''Views''' menu.
-#Click '''New''' [[File: WM_851_icon-new.png|link=]] on the '''Forecast Scenarios''' view toolbar.<br>  The first of the '''New Forecast Wizard's''' screens, {{Link-SomewhereInThisManual|topic=NFWGnrlParams|anchor=top|display text=General Parameters}}, opens.
+#Click '''New''' [[File: WM_851_icon-new.png|link=]] on the '''Forecast Scenarios''' view toolbar.<br>  The first of the '''New Forecast Wizard's''' screens, {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrcstWz|anchor=NFWGnrlParams|display text=General Parameters}}, opens.
-#Fill in the '''General Parameters''' screen and then click '''Next'''. The {{Link-SomewhereInThisManual|topic=NFWSlctActv|anchor=top|display text=Select Activity}} screen opens.
+#Fill in the '''General Parameters''' screen and then click '''Next'''. The {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrcstWz|anchor=NFWSlctActv|display text=Select Activity}} screen opens.
 #Select one or more activities and then click '''Finish'''.
 After you create a scenario, you can build interaction volume, AHT, and staffing forecasts, add comments, and publish the scenario. For details, see {{Link-SomewhereInThisManual|topic=FrcstScn|anchor=top|display text=Forecast Scenarios Overview}}.
 |Status=No
 }}{{Section
-|sectionHeading=Terminology review
+|sectionHeading=Defining general parameters
-|anchor=TerminologyReview
+|anchor=NFWGnrlParams
 |alignment=Vertical
-|Media=
+|structuredtext=Use the General Parameters screen in the New Forecast Wizard (NFW) to define your new forecast's name, dates, and other basic information.
-|image=
+<ol>
-|structuredtext=To better understand WFM forecasting and scheduling views and dialog boxes, it is helpful to review certain WFM terminology.
+<li>In the '''Name''' text box, enter a name for the forecast scenario.</li>
-{{AnchorDiv|Actvs}}
+{{NoteFormat|The scenario's date range cannot be more than two years.|2}}</li>
-===Activities===
+<li>If you want to fill the new scenario with data from the source ('''Based on''') scenario, select the '''Copy Data''' check box.<br>  If you did not select a value from the '''Based on''' drop-down list, this check box is disabled.</li>
-''Activities'' are work items that are tracked and managed using Genesys Workforce Management. On a general level, example activities are answering inbound calls, responding to email, completing after-call work, performing scheduled callbacks, and participating in chat sessions. When you create forecasts and schedules, these activities are typically associated with a specific product, such as inbound calls for product A, inbound calls for product B, and so on. In the Configuration Utility, activities are associated with skills. You define separate activities for each site or business unit.
+<li>If you want this scenario to be available to other WFM users, select '''Shared'''.</li>
+<li>If you want to enter comments about this scenario, use the '''Comments''' text box.</li>
-{{AnchorDiv|Sts}}
+<li>Click '''Next''' to proceed to the next screen.</li>
-===Sites===
+</ol>
-''Sites'' can be equivalent to switches, which are originally defined in Genesys Administrator and then imported into WFM via WFM Server. See "Creating Switch Objects" in ''[https://docs.genesys.com/Documentation:GA:user:CfgSwitch:8.5.2#t-1 Genesys Adminsitrator Extension Help]''.
+|Status=No
+}}{{Section
-You can also create sites that are unrelated to a switch. This is appropriate when switches do not correlate with your company's organization. For example, a single location could be divided into multiple entities to reflect divisions along business unit lines.
+|sectionHeading=Selecting activities
+|anchor=NFWSlctActv
-Sites can use ''activity sets'', which provide a means to combine activities into groups for multi-skilled scheduling. During that time:
+|alignment=Vertical
+|structuredtext=Use the Select Activity screen in the New Forecast Wizard (NFW) to finish defining your new forecast.
-*Agents can only work on the activities defined for the activity set.
+<ol>
-*Scheduler cannot schedule meals at times that would interrupt the activity set.
+<li>Expand the {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=Sts|display text=applicable sites}} or {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=BsnUnt|display text=business units}}.</li>
+<li>Select the single-{{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=Sts|display text=site}} or {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=MltiSte|display text=multi-site activities}} that you want to be included in this forecast. These are activities previously defined in the WFM Web.<br>  You can expand business units to display their sites and {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=MltiSte|display text=multi-site activities}}, and you can expand sites to display their activities. You can select any number of activities.<br><br>  By default, all activities are selected when this screen opens. Clear the check boxes for any activities that you do not want to include in this forecast scenario.<br><br>  If you selected a value from the {{Link-SomewhereInThisManual|topic=NFWGnrlParams|anchor=top|display text=General Parameters}} screen's '''Based on''' drop-down list, the activities that were in the source scenario are selected in the '''Activities''' list. You can select any additional activities, or clear selected ones, to customize this forecast scenario.
-{{AnchorDiv|MltiSte}}
+{{NoteFormat|You can add activities to a forecast after it has been created.|2}}</li>
-===Multi-site activities===
+<li>Click '''Finish''' to generate the new forecast.</li>
-''Multi-site activities'' combine activities at some or all of the sites in a business unit, as well as independent sites, for tracking purposes.
+</ol>
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Set general parameters and select activities to create forecast scenarios that can be used as master forecasts.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

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

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"

Mhachey: Published

Bgrenon: Published

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

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