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

WikiSysop at 20:01, September 27, 2022

2022-09-27T20:01:15Z

Mary.hachey@genesys.com: Published

2020-11-20T14:40:16Z

Published

Mhachey: Published

2020-10-28T18:22:11Z

Published

Mhachey: Published

2020-09-24T20:06:59Z

Published

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

2020-07-25T02:38:02Z

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

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

2020-07-15T11:48:59Z

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

Bgrenon: Published

2020-06-08T15:23:44Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Schedule State Groups
|TocName=Schedule State Groups
|Context=Learn about Schedule State Groups, Schedule states, and Genesys states.
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|sectionHeading=What is a Schedule State Group?
|alignment=Vertical
|structuredtext=A ''Schedule State Group'' is a collection of schedule states that is linked to a site.

If you selected {{Link-SomewhereInThisManual|topic=StPrpts|anchor=GnrtDfltSSG|display text=Generate Default Schedule State Groups and Exception Types}} when you imported the site, these Schedule State Groups appear automatically:

*Asynchronous Work
*Days Off
*Exception Types
*Fixed-Staff Work
*Immediate Work
*No Activity
*Shift Items/Meals
*Time Off

The Schedule State Group view enables you to {{Link-SomewhereInThisManual|topic=CfgSchStGrps|anchor=CrtgSSG|display text=create}} a new group, {{Link-SomewhereInThisManual|topic=CfgSchStGrps|anchor=CpyPstSSG|display text=copy and paste}} an existing group, {{Link-SomewhereInThisManual|topic=CfgSchStGrps|anchor=EdtgSSG|display text=edit}}, and {{Link-SomewhereInThisManual|topic=CfgSchStGrps|anchor=DltgSSG|display text=delete}} groups. See {{Link-SomewhereInThisManual|topic=CfgSchStGrps|anchor=top|display text=Configuring Schedule State Groups}}.

For information about setting adherence rules for Schedule State Groups, see {{Link-SomewhereInThisManual|topic=CfgAdhRls|anchor=top|display text=Configuring Adherence Rules}}.
|Status=No
}}{{Section
|sectionHeading=Schedule State Groups and Genesys states
|anchor=ScheduleStateGroupsandGenesysStates
|alignment=Vertical
|structuredtext=Each schedule state group is associated with one or more Genesys states, such as '''CallRinging''' or '''WaitForNextCal'''l. Each group can include an additional reason (aux) code, sent with the related Genesys state, that further identifies what the agent is doing.

{{NoteFormat|Aux codes are not supported for all Genesys states. The T-Server you are using dictates which Genesys states support aux codes. Check the documentation for your T-Server to determine which of the Genesys states can support aux codes.}}

You can apply the '''Start Before Threshold''' and '''Start After Threshold''' values to each schedule state group; these values help you track agent adherence. Configure these functions in the {{Link-SomewhereInThisManual|topic=CfgAdhRls|anchor=StrtBfr|display text=Adherence Rules}} pane.
|Status=No
}}{{Section
|sectionHeading=About Schedule states
|anchor=AboutScheduleStates
|alignment=Vertical
|structuredtext=The schedule states that you can include in schedule state groups are:

*All breaks configured for the site
*All meals configured for the site
*All activities configured for the site
*All exception types configured for the site
*All time-off types configured for the site
*Fixed states, which are:
**Generic break, meal, exception, and activity states that you can use in place of specific meals, breaks, exceptions, and activities.
**Day Off, Vacation, No Activity

{{NoteFormat|Use these Fixed States to report the state, for which an agent is scheduled when a particular schedule state type (such as an Exception Type) has been deleted from WFM.|2}}
|Status=No
}}
}}

@@ Line 150: / Line 150: @@
 ===Assigning states to multiple groups===
 You can assign the same schedule state(s) to different Schedule State Groups under the same Business Unit. For example, you can assign the state ExceptionType1 to SSG1 (under Site1 &amp; under BU1) and to SSG2 (under Site2 &amp; under BU1) at the same time&mdash;but only because both Schedule State Groups are under the same Business Unit (BU1).
 ====Preset groups====
 Schedule state groups from a previous release of Workforce Management are brought into the WFM Web as pre-configured groups. The default groups, which can be {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=EdtgSSG|display text=edited}} or {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=DltgSSG|display text=deleted}} are {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|display text=listed at the top of this article}}.

@@ Line 23: / Line 23: @@
 *Time Off
 The Schedule State Group view enables you to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CrtgSSG|display text=create}} a new group, {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CpyPstSSG|display text=copy and paste}} an existing group, {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=EdtgSSG|display text=edit}}, and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=DltgSSG|display text=delete}} groups. See {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CfgSchStGrps|display text=Configuring Schedule State Groups}}.
 For information about setting adherence rules for Schedule State Groups, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStGrps|anchor=CfgAdhRls|display text=Configuring adherence rules}}.

@@ Line 269: / Line 269: @@
 {{NoteFormat|Tracking multi-channel adherence is a new feature in WFM 8.5. if there is no schedule state group with a channel name under the site, WFM calculates adherence as it would for a single agent real-time state, and Stat Server aggregates the statistics as it did in previous WFM releases. However, if there is at least one schedule state group with a configured channel name,WFM tracks multiple channels. For each site, WFM tracks as many different channels as there are distinct channel names for all schedule state groups under the site.}}
-For more information about how WFM calculates agent adherence for single channel and multi-channel sites, see {{Link-SomewhereInThisManual|topic=AdhrCalcs|anchor=top|display text=Adherence Calculations}}.
+For more information about how WFM calculates agent adherence for single channel and multi-channel sites, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AdherenceMdl|anchor=AdhrCalcs|display text=Adherence Calculations}}.
 |Status=No
 }}{{Section

@@ Line 5: / Line 5: @@
 |Context=Learn about Schedule State Groups, Schedule states, and Genesys states.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

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

WikiSysop at 20:01, September 27, 2022

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"