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

Brian.Marshall.IX: Published

2022-03-22T15:30:39Z

Published

Mhachey: Published

2020-10-16T14:58:18Z

Published

Mhachey: Published

2020-10-15T20:42:43Z

Published

Mhachey: Published

2020-10-15T20:00:04Z

Published

Show changes

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

2020-07-25T02:38:54Z

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

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

2020-07-15T11:49:03Z

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

Bgrenon: Published

2020-06-08T15:23:59Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Schedule States Report
|TocName=Schedule States Report
|Context=Configure this report to display the Schedule states data from schedule scenarios or Master Schedules for teams or agents.
|ComingSoon=No
|Platform=PureEngage
|Section={{Section
|sectionHeading=Configuring the report
|alignment=Vertical
|structuredtext=To configure the Schedule States report:<ol><li>On the '''Reports''' tab, select '''Schedule Reports''' from the Views menu.</li><li>Select '''Schedule State Totals''' from the list in the Objects pane.
The Reports Wizard's first screen, '''Header''', appears.
</li><li>Optional: To generate a header on the report, select '''Show Header''' and type your header text into the text box.
Optional: To export the report to a file in the comma-separated values format, select the check box '''Create report with .csv friendly format''' (and then, after the report is created, select '''Actions''' > '''Save As''' and select '''Comma Separated''' as the report format). Do not use Workforce Management to print reports that you created in ".csv friendly format," because the result may be truncated. To print the file correctly, open it in a program that reads the .csv format, and then print it.
</li><li>Click '''Next'''.</li><li>{{AnchorDiv|SchStsRprt5}}On the '''Scenarios''' screen, select a schedule scenario or the Master Schedule and then click '''Next'''.
You will not see this screen if the report is created from the Report Scheduler, because the report data is retrieved from the Master Schedule.
</li><li>On the '''Date Range''' screen, {{Link-SomewhereInThisManual|topic=DtSlctrs|anchor=top|display text=select}} Start and End Dates and Times for the report.
Optional: You can check the '''Show filter on the first page of the report only''' check box, then click '''Next'''.{{NoteFormat|You can select fewer weeks than are defined in the scenario that you selected in {{Link-SomewhereInThisManual|topic=SchStsRprt|anchor=SchStsRprt5|display text=step 5}}.|2}}</li><li>On the first '''Data''' screen, select teams and/or agents.
You can expand business units to display their sites, and expand sites to display their teams and agents. You can select any combination of teams and/or agents from multiple sites.
</li><li>Click '''Next'''.</li><li>On the second '''Data''' screen, select schedule state groups and states.
You can expand business units to display their sites, and expand sites to display their schedule state groups and schedule states. You can select multiple schedule states across different sites.{{NoteFormat|Schedule states that do not belong to any schedule state group are missing from this display, but you can include them in the report by selecting the site that contains them.}}
</li><li>Click '''Finish'''.
The report appears in the {{Link-SomewhereInThisManual|topic=ReportingMdl|anchor=RptVwrFts|display text=Report Viewer}}.
</li></ol>
|Status=No
}}{{Section
|sectionHeading=Understanding the report
|anchor=UnderstandingtheScheduleStatesReport
|alignment=Vertical
|structuredtext={{{!}}
{{!}}'''Site [header]'''
{{!}}The site name and time zone.
{{!}}-
{{!}}'''Selected Schedule State Groups and Schedule States [header]'''
{{!}}A comma-separated list of the schedule state groups and schedule states that were selected in the wizard, and are applicable to the selected site.
{{!}}-
{{!}}'''Team [header]'''
{{!}}Agents are displayed by team.
{{!}}-
{{!}}'''Date and Time Period [header]'''
{{!}}The dates covered by the report, and time period covered each day.
{{!}}-
{{!}}'''Employee ID'''
{{!}}The agent's company ID.
{{!}}-
{{!}}'''Agent'''
{{!}}The agent whose information is displayed.
{{!}}-
{{!}}'''Date'''
{{!}}The date on which the schedule state’s shift begins.
{{!}}-
{{!}}'''Schedule State'''
{{!}}The name of the schedule state.
{{!}}-
{{!}}'''Start Time'''
{{!}}The schedule state start time.
{{!}}-
{{!}}'''End Time'''
{{!}}The schedule state end time.
{{!}}-
{{!}}'''Duration'''
{{!}}The duration of each schedule state.
{{!}}-
{{!}}'''Paid Hours'''
{{!}}The paid hours for each schedule state.
{{!}}-
{{!}}'''Total Duration/Paid Hours for Agent''' 
''(not labeled)''
{{!}}This total appears beneath the statistics for each agent. 
Duration: The total duration of all the agent's schedule states during the time range covered by the report. 
Paid Hours:The total paid hours for all the agent's schedule states during the time range covered by the report.
{{!}}-
{{!}}'''Total Duration/Paid Hours for Team'''
{{!}}This total appears at the end of the report. 
Duration: The total duration of all selected agents on each selected team. 
Paid Hours: The total paid hours of all selected agents on each selected team.
{{!}}-
{{!}}'''Total Duration/Paid Hours for Site'''
{{!}}This total appears at the end of the report. 
Duration: The total duration of all selected agents from all selected teams on the site. 
Paid Hours: The total paid hours of all selected agents from all selected teams on the site.
{{!}}}

{{NoteFormat|The duration of full-day time off and full-day exceptions in the report are computed according to these rules:
*The duration of paid, full-day time-off items and exceptions are equal to Paid Time.
*The duration of unpaid, full-day time-off items and exceptions are equal to Standard Daily Paid Hours from the agent's contract.

If the '''Start Time''' and '''End Time''' values are specified for time-off items and exceptions, the duration is estimated as the difference between those values.

In Genesys Administrator, if the '''Reports''' > '''TotalsInStatesReport''' property is set to true WFM uses the daily totals for calculations.|2}}
|Status=No
}}
}}

@@ Line 13: / Line 13: @@
 <ol>
 <li>On the '''Reports''' tab, select '''Schedule Reports''' from the Views menu.</li>
-<li>Select '''Schedule State Totals''' from the list in the Objects pane. <br>The Reports Wizard's first screen, '''Header''', appears.</li>
+<li>Select '''Schedule States''' from the list in the Objects pane. <br>The Reports Wizard's first screen, '''Header''', appears.</li>
 <li>Optional: To generate a header on the report, select '''Show Header''' and type your header text into the text box.</li>
 <li>Optional: To export the report to a file in the comma-separated values format, select the check box '''Create report with .csv friendly format''' (and then, after the report is created, select '''Actions''' &gt; '''Save As''' and select '''Comma Separated''' as the report format). Do not use Workforce Management to print reports that you created in &quot;.csv friendly format,&quot; because the result may be truncated. To print the file correctly, open it in a program that reads the .csv format, and then print it.</li>
@@ Line 99: / Line 99: @@
 <ol>
 <li>Complete steps 1-6 in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchStsRprt|anchor=Stps1to6|display text=Schedule States Report}}, selecting '''Schedule State Totals Report''' in the Objects pane in step 2.</li>
-<li>On the '''Date Range''' screen, select a Granularity and a corresponding Start and End Date. (Your Granularity selection may {{Link-SomewhereInThisManual|topic=SchRprts|anchor=Date_Restrictions|display text=restrict}} your Date selections.) Then click '''Next'''.</li>
+<li>On the '''Date Range''' screen, select a Granularity and a corresponding Start and End Date. (Your Granularity selection may {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchRprts|anchor=date_restrictions|display text=restrict}} your Date selections.) Then click '''Next'''.</li>
 <li>On the '''Target''' screen, select '''Agent''', '''Team''', or '''Site''' from the drop-down list. Then click '''Next'''.</li>
 <li>On the '''Options''' screen, check the '''Exclude Date Without State''' and '''Show filter on the first page of the report only''' check boxes, if required, then click '''Next'''.</li>

@@ Line 94: / Line 94: @@
 }}{{Section
 |sectionHeading=Schedule State Totals Report
 |alignment=Vertical
 |structuredtext=To configure the report:

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Schedule States Report
 |alignment=Vertical
@@ Line 31: / Line 27: @@
 {{NoteFormat|Schedule states that do not belong to any schedule state group are missing from this display, but you can include them in the report by selecting the site that contains them.}}</li>
-<li>Click '''Finish'''.  <br>The report appears in the {{Link-SomewhereInThisManual|topic=ReportingMdl|anchor=RptVwrFts|display text=Report Viewer}}.
+<li>Click '''Finish'''. </li>
 </ol>
 ===Understanding the report===
@@ Line 107: / Line 104: @@
 <li>Click '''Next'''.
 <li>On the second '''Data''' screen, select the schedule states to include.</li>
-<li>Click '''Finish'''. <br>The report appears in the {{Link-SomewhereInThisManual|topic=ReportingMdl|anchor=RptVwrFts|display text=Report Viewer}}.</li>
+<li>Click '''Finish'''. </li>
 </ol>
 ===Understanding the report===

@@ Line 5: / Line 5: @@
 |Context=Configure this report to display the Schedule states data from schedule scenarios or Master Schedules for teams or agents.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Configuring the report

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

Brian.Marshall.IX: Published

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"