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

Mary.hachey@genesys.com: Published

2021-04-15T12:01:24Z

Published

Mhachey: Published

2020-10-09T14:30:26Z

Published

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2020-07-25T02:38:31Z

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

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

2020-07-15T11:49:09Z

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

Bgrenon: Published

2020-06-08T15:29:18Z

Published

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{{ArticleUnstructured
|Platform=PureEngage
|DisplayName=Reports List
|TocName=Reports List
|Tags=
|Dimension=
|Context=
}}

Use the Modules tree's Reports branch to generate the following reports (grouped here by category):

{{Link-SomewhereInThisManual|topic=CfgtnRprts|anchor=top|display text=Configuration Reports}}
* {{Link-SomewhereInThisManual|topic=ActvtyPrptRprt|anchor=top|display text=Activity Properties Report}}—Includes hours of operation, skills, and activity set assignments.
* {{Link-SomewhereInThisManual|topic=ShrdTrnsptRprt|anchor=top|display text=Shared Transport Report}}—Includes Shared Transport name, business unit, site, bus, status, size, the list of agents who are participants in this Shared Transport, and their team names.

{{Link-SomewhereInThisManual|topic=PlcsRprt|anchor=top|display text=Policies Reports}}
* {{Link-SomewhereInThisManual|topic=AgntPrptsRprt|anchor=top|display text=Agent Properties Report}}—Includes hire date, contract, wage, and skills.
* {{Link-SomewhereInThisManual|topic=CntrctPrptsRprt|anchor=top|display text=Contract Properties Report}}—Includes daily, weekly, schedule planning period paid hours, daily availability settings, synchronization settings, days off settings, and assigned shifts.
* {{Link-SomewhereInThisManual|topic=ShftPrptsRprt|anchor=top|display text=Shift Properties Report}}—Includes shift duration, start and end times, days of the week, contract assignments, and break settings.
* {{Link-SomewhereInThisManual|topic=RtgPtrnsPrptRprt|anchor=top|display text=Rotating Pattern Properties Report}}—Includes weekly pattern information, shifts, and activities.

{{Link-SomewhereInThisManual|topic=CldrRprts|anchor=top|display text=Calendar Reports}}
* {{Link-SomewhereInThisManual|topic=CldrItmsRprt|anchor=top|display text=Calendar Items Report}}—Summarizes agent rotating patterns, availabilities, days off, shifts, working hours, times off, and exceptions for the selected time range.
* {{Link-SomewhereInThisManual|topic=TmOffRprt|anchor=top|display text=Time-Off Report}}—Lists all preferred, granted, declined, and scheduled time off in a selected time range for selected agents. Optionally includes time-off balances for all the time-off types selected.
* {{Link-SomewhereInThisManual|topic=TOffBlncRprt|anchor=top|display text=Time-Off Balance Report}}—Displays time-off balances for time-off types.
* {{Link-SomewhereInThisManual|topic=TmOffMgmtRprt|anchor=top|display text=Time-Off Management Report}}—Displays granted, preferred, declined, and scheduled time off. It includes time-off balances for all the time-off types selected.

{{Link-SomewhereInThisManual|topic=ForecastRprts|anchor=top|display text=Forecast Reports}}
* {{Link-SomewhereInThisManual|topic=FrcstRprt|anchor=top|display text=Forecast Report}}—Forecast values for Calculated Staffing, Required Staffing, Interaction Volumes, Average Handling Time (AHT), Service Level, Average Speed of Answer (ASA), Percentage of Interactions Abandoned, and Maximum Occupancy. Shows these values for selected dates and selected targets (activities, multi-site activities, business units, or sites).
* {{Link-SomewhereInThisManual|topic=FrcstGrphRprt|anchor=top|display text=Forecast Graphs Report}}—Graphic presentation of forecast values for Calculated Staffing, Required Staffing, Interaction Volumes, and AHT. Graphs these values for selected dates and selected targets (activities or multi-site activities).

{{Link-SomewhereInThisManual|topic=PrfmncRprts|anchor=top|display text=Performance Reports}}
* {{Link-SomewhereInThisManual|topic=ActlOvrhdRprt|anchor=top|display text=Actual Overhead Report}}—Forecast and scheduled agent information, including overhead figures.
* {{Link-SomewhereInThisManual|topic=WrkfrcPrfmcRprt|anchor=top|display text=Workforce Performance Report}}—Average percentage of the deviation between Forecast, Required, Scheduled, and Actual staffing.
* {{Link-SomewhereInThisManual|topic=CntCntrPrfRprts|anchor=top|display text=Contact Center Performance Report}}—Number of agents, interaction volumes, AHT, service level, ASA, and percentage of interactions abandoned. Shows these statistics for activities, multi-site activities, sites, or business units.
* {{Link-SomewhereInThisManual|topic=CCPrfGrphRprts|anchor=top|display text=Contact Center Performance Graphs Report}}—Forecast and actual adherence data for selected activities displayed in a graph format.

{{Link-SomewhereInThisManual|topic=SchRprts|anchor=top|display text=Schedule Reports}}
* {{Link-SomewhereInThisManual|topic=SchStsRprt|anchor=top|display text=Schedule States Report}}—Agent schedule states, organized by team.
* {{Link-SomewhereInThisManual|topic=SchStsTtlsRprt|anchor=top|display text=Schedule State Totals Report}}—Total durations of scheduled states for agents, teams, or sites, over a selected period.
* {{Link-SomewhereInThisManual|topic=IndvSchdRprt|anchor=top|display text=Individual Schedule Report}}—Paid hours and scheduled states for the selected agent.
* {{Link-SomewhereInThisManual|topic=TmSchdRprt|anchor=top|display text=Team Schedule Report}}—Total hours, paid hours, effective hours, and schedule state information for all agents on a selected team.
* {{Link-SomewhereInThisManual|topic=ActWklySchdRprt|anchor=top|display text=Activity Weekly Schedule Report}}—Total employment figures (full-time equivalents) for the selected activity, and paid, effective, and noneffective paid hours for each agent.
* {{Link-SomewhereInThisManual|topic=TmWklySchdRprt|anchor=top|display text=Team Weekly Schedule Report}}—Weekly paid, effective, and noneffective hours for each agent on the selected team, as well as total hours (paid hours plus unpaid hours) for the team.
* {{Link-SomewhereInThisManual|topic=WklySchdCvrgRprt|anchor=top|display text=Weekly Schedule Coverage Report}}—Calculated (or Required) and Scheduled Staffing for a specific activity or site; difference between Calculated and Scheduled Staffing; and total staffing hours.
* {{Link-SomewhereInThisManual|topic=SchdBdgtRprt|anchor=top|display text=Scheduled Budget Report}}—Regular, overtime, and total budgeted hours for each agent within a team.
* {{Link-SomewhereInThisManual|topic=AgntCmmtsRprt|anchor=top|display text=Agent Comments Report}}—Comments entered for agents in the '''Comments''' text box of the schedule.
* {{Link-SomewhereInThisManual|topic=SchdVldnRprt|anchor=top|display text=Schedule Validation Report}}—The '''Schedule Validation''' window's data in a report format. If the configuration settings lead to a disparity between the staffing requirements and the actual schedule, the '''Schedule Validation''' window records the problems. It also indicates what parameters need to be changed to correct the disparity.
* {{Link-SomewhereInThisManual|topic=SchdTrdRprt|anchor=top|display text=Schedule Trade Report}}—Schedule trade participants (proposer and respondent), dates involved, approval status, approving supervisor, and comments.
* {{Link-SomewhereInThisManual|topic=SchdSmryRprt|anchor=top|display text=Schedule Summary Report}}—Coverage, headcount; service level percentages; scheduled and forecasted for interaction volume, AHT, and budget. Optional columns include published coverage and the difference between schedule coverage based on the current Master Schedule and schedule coverage based on the baseline Master Schedule.
* {{Link-SomewhereInThisManual|topic=SchMrkTmRprt|anchor=top|display text=Schedule Marked Time Report}}—Agent marked time, organized by team.
* {{Link-SomewhereInThisManual|topic=SchMrkTmTtlRprt|anchor=top|display text=Schedule Marked Time Totals Report}}—Total durations of marked time for agents, teams, or sites, over a selected period.
* {{Link-SomewhereInThisManual|topic=SchdBddgRprt|anchor=top|display text=Schedule Bidding Report}}—Includes ranking system, agent, team, agent's relative position in the bidding process, agent's original bid number, and more.
* {{Link-SomewhereInThisManual|topic=WklySchdRprt|anchor=top|display text=Weekly Schedule Report}}—Includes date range, agent, paid hours, effective hours, non-effective hours, planning period hours, totals, and more.

{{Link-SomewhereInThisManual|topic=AdhrRprts|anchor=top|display text=Adherence Reports}}
* {{Link-SomewhereInThisManual|topic=AgntAdhrRprt|anchor=top|display text=Agent Adherence Report}}—All schedule non-adherence for selected agents.
* {{Link-SomewhereInThisManual|topic=AdhrTtlsRprt|anchor=top|display text=Adherence Totals Report}}—Average adherence percentage for selected teams or sites, with calculated agent adherence.
* {{Link-SomewhereInThisManual|topic=AgntStsRprt|anchor=top|display text=Agent States Report}}—A timestep-by-timestep account of each selected agent's state throughout the selected days.

{{Link-SomewhereInThisManual|topic=AuditRprts|anchor=top|display text=Audit Reports}}
* {{Link-SomewhereInThisManual|topic=CldrAdtRprt|anchor=top|display text=Calendar Audit Report}}—Insertion/deletion/editing of Calendar items. Also granting/declining Calendar items, and making Calendar items Preferred.
* {{Link-SomewhereInThisManual|topic=SchAdtRprt|anchor=top|display text=Schedule Audit Report}}—Publishing/cleanup, modification of Master Schedule including insertions, edits, and deletions.
* {{Link-SomewhereInThisManual|topic=CfgAdtRprt|anchor=top|display text=Configuration Audit Report}}—Shows configuration object (data) types that have been associated with specific sites and users, including the SYSTEM user.

@@ Line 41: / Line 41: @@
 {{Link-SomewhereInThisManual|topic=SchRprts|anchor=top|display text=Schedule Reports}}
-*{{Link-SomewhereInThisManual|topic=SchStsRprt|anchor=top|display text=Schedule States Report}}&mdash;Agent schedule states, organized by team.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStsRprt|display text=Schedule States Report}}&mdash;Agent schedule states, organized by team.
-*{{Link-SomewhereInThisManual|topic=SchStsTtlsRprt|anchor=top|display text=Schedule State Totals Report}}&mdash;Total durations of scheduled states for agents, teams, or sites, over a selected period.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStsRprt|anchor=SchStsTtlsRprt|display text=Schedule State Totals Report}}&mdash;Total durations of scheduled states for agents, teams, or sites, over a selected period.
 *{{Link-SomewhereInThisManual|topic=IndvSchdRprt|anchor=top|display text=Individual Schedule Report}}&mdash;Paid hours and scheduled states for the selected agent.
-*{{Link-SomewhereInThisManual|topic=TmSchdRprt|anchor=top|display text=Team Schedule Report}}&mdash;Total hours, paid hours, effective hours, and schedule state information for all agents on a selected team.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=IndvSchdRprt|anchor=TmSchdRprt|display text=Team Schedule Report}}&mdash;Total hours, paid hours, effective hours, and schedule state information for all agents on a selected team.
-*{{Link-SomewhereInThisManual|topic=ActWklySchdRprt|anchor=top|display text=Activity Weekly Schedule Report}}&mdash;Total employment figures (full-time equivalents) for the selected activity, and paid, effective, and noneffective paid hours for each agent.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=WklySchdRprt|anchor=ActWklySchdRprt|display text=Activity Weekly Schedule Report}}&mdash;Total employment figures (full-time equivalents) for the selected activity, and paid, effective, and noneffective paid hours for each agent.
-*{{Link-SomewhereInThisManual|topic=TmWklySchdRprt|anchor=top|display text=Team Weekly Schedule Report}}&mdash;Weekly paid, effective, and noneffective hours for each agent on the selected team, as well as total hours (paid hours plus unpaid hours) for the team.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=WklySchdRprt|anchor=TmWklySchdRprtdisplay text=Team Weekly Schedule Report}}&mdash;Weekly paid, effective, and noneffective hours for each agent on the selected team, as well as total hours (paid hours plus unpaid hours) for the team.
-*{{Link-SomewhereInThisManual|topic=WklySchdCvrgRprt|anchor=top|display text=Weekly Schedule Coverage Report}}&mdash;Calculated (or Required) and Scheduled Staffing for a specific activity or site; difference between Calculated and Scheduled Staffing; and total staffing hours.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=WklySchdRprt|anchor=WklySchdCvrgRprt|display text=Weekly Schedule Coverage Report}}&mdash;Calculated (or Required) and Scheduled Staffing for a specific activity or site; difference between Calculated and Scheduled Staffing; and total staffing hours.
 *{{Link-SomewhereInThisManual|topic=SchdBdgtRprt|anchor=top|display text=Scheduled Budget Report}}&mdash;Regular, overtime, and total budgeted hours for each agent within a team.
-*{{Link-SomewhereInThisManual|topic=AgntCmmtsRprt|anchor=top|display text=Agent Comments Report}}&mdash;Comments entered for agents in the '''Comments''' text box of the schedule.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchdBdgtRprt|anchor=AgntCmmtsRprt|display text=Agent Comments Report}}&mdash;Comments entered for agents in the '''Comments''' text box of the schedule.
 *{{Link-SomewhereInThisManual|topic=SchdVldnRprt|anchor=top|display text=Schedule Validation Report}}&mdash;The '''Schedule Validation''' window's data in a report format. If the configuration settings lead to a disparity between the staffing requirements and the actual schedule, the '''Schedule Validation''' window records the problems. It also indicates what parameters need to be changed to correct the disparity.
 *{{Link-SomewhereInThisManual|topic=SchdTrdRprt|anchor=top|display text=Schedule Trade Report}}&mdash;Schedule trade participants (proposer and respondent), dates involved, approval status, approving supervisor, and comments.
-*{{Link-SomewhereInThisManual|topic=SchdSmryRprt|anchor=top|display text=Schedule Summary Report}}&mdash;Coverage, headcount; service level percentages; scheduled and forecasted for interaction volume, AHT, and budget. Optional columns include published coverage and the difference between schedule coverage based on the current Master Schedule and schedule coverage based on the baseline Master Schedule.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchdVldnRprt|anchor=SchdSmryRprt|display text=Schedule Summary Report}}&mdash;Coverage, headcount; service level percentages; scheduled and forecasted for interaction volume, AHT, and budget. Optional columns include published coverage and the difference between schedule coverage based on the current Master Schedule and schedule coverage based on the baseline Master Schedule.
-*{{Link-SomewhereInThisManual|topic=SchMrkTmRprt|anchor=top|display text=Schedule Marked Time Report}}&mdash;Agent marked time, organized by team.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchMrkTmRprt|display text=Schedule Marked Time Report}}&mdash;Agent marked time, organized by team.
-*{{Link-SomewhereInThisManual|topic=SchMrkTmTtlRprt|anchor=top|display text=Schedule Marked Time Totals Report}}&mdash;Total durations of marked time for agents, teams, or sites, over a selected period.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchMrkTmRprt|anchor=SchMrkTmTtlRprt|display text=Schedule Marked Time Totals Report}}&mdash;Total durations of marked time for agents, teams, or sites, over a selected period.
-*{{Link-SomewhereInThisManual|topic=SchdBddgRprt|anchor=top|display text=Schedule Bidding Report}}&mdash;Includes ranking system, agent, team, agent's relative position in the bidding process, agent's original bid number, and more.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchdTrdRprt|anchor=SchdBddgRprt|display text=Schedule Bidding Report}}&mdash;Includes ranking system, agent, team, agent's relative position in the bidding process, agent's original bid number, and more.
 *{{Link-SomewhereInThisManual|topic=WklySchdRprt|anchor=top|display text=Weekly Schedule Report}}&mdash;Includes date range, agent, paid hours, effective hours, non-effective hours, planning period hours, totals, and more.

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 {{ArticleUnstructured
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |DisplayName=Reports List
 |TocName=Reports List

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

Mary.hachey@genesys.com: 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"