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2020-10-02T23:24:25Z

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2020-07-25T02:39:31Z

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2020-07-15T11:50:51Z

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2020-06-08T15:29:26Z

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{{Article
|Standalone=No
|DisplayName=Scenario Summary View
|TocName=Scenario Summary View
|Context=Open the view to display a summary of statistics about the current schedule scenario.

 
|ComingSoon=No
|Platform=PureEngage
|Section={{Section
|alignment=Vertical
|structuredtext=The toolbar at the top of the '''Scenario Summary''' is shown here. See the {{Link-SomewhereInThisManual|topic=ScnSummVw|anchor=UsgActnsTlbr|display text=button descriptions}} below.

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

The '''Summary''' view provides standard {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DtSlctrs|display text=date-selection controls}} and two data panes: a graph and a table.{{AnchorDiv|DsplScnSmryVw}}
|Status=No
}}{{Section
|sectionHeading=Displaying the view
|anchor=DsplScnSmryVw
|alignment=Vertical
|structuredtext=To display the Scenarios view:

#From the''' Home''' menu on the toolbar, select '''Schedule'''.
#From the '''Schedule''' menu on the toolbar, select '''Scenarios'''.
#;The {{Link-SomewhereInThisManual|topic=SchdScnVw|anchor=RdgScnrTbl|display text=Schedule Scenarios}} table appears.
#Open a scenario by double-clicking its name in the table list or by selecting its name and clicking Open [[File: WM_851_icon-open.png]] .
#;The scenario's name appears on the toolbar, as a menu.

To display the open scenario's '''Summary''' view:

#From the '''<''scenario_name''>''' menu on the toolbar, select '''Summary'''.
#In the {{Link-SomewhereInThisManual|topic=SpvrWndw|anchor=SpvrObjtPn|display text=Objects}} pane, select the appropriate item from the '''Activities''' tree.

You can select a single business unit, a single site within a business unit, a multi-site activity, an activity group, or a single activity within a site. Making the selection populates the '''Data''' grid.

===Setting the granularity===
Use this drop-down list to select the '''Time Step''' increment to display in the grid. Select from one of these three values (in minutes): '''15''', '''30''', or '''60'''.

===Graph and Data panes===
This view displays its data in a graph (upper portion of the view) and a table (lower portion), instead of on separate tabs.
|Status=No
}}{{Section
|sectionHeading=Understanding the Graph pane
|anchor=GraphPane
|alignment=Vertical
|structuredtext=The '''Graph''' pane provides a linear graph for each statistic that you select, with data points for individual timesteps across the selected day.

===Show data for===
From the '''Show data for''' drop-down list:

#Select the statistic you want to graph.
#:The options correspond to the {{Link-SomewhereInThisManual|topic=ScnSummVw|anchor=DtaTbl|display text=Data}} grid's available columns (except that '''Difference Calculated''' and '''Difference Required''' cannot be graphed).
#Select the '''Show Required''' check box to display that data on the graph.

===Graph===
The graph is redrawn to match your drop-down list selection from the '''Show data for''' drop-down list. ''Timesteps'' are shown from left to right. Quantities from bottom to top show the number of interactions, the number of agents, or the expense amount (for '''Budget''').
|Status=No
}}{{Section
|sectionHeading=Understanding the Data table
|anchor=DataTable
|alignment=Vertical
|structuredtext=The '''Data''' pane provides a scrollable grid that displays aggregate and per-timestep statistics. The grid's first row displays a daily total or average for each statistic. Each of the remaining rows displays statistics for one timestep.

===Grid columns===
The grid provides columns that display the following statistics and quantities.

*Click the {{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Options}} button to display or hide each of these available columns.

{{{!}}
!Column
!Description
{{!}}-
{{!}}'''Time Step'''
{{!}}The start time for each timestep, configured by the {{Link-SomewhereInThisManual|topic=ScnSummVw|anchor=StgGrnlty|display text=Granularity}} setting.
{{!}}-
{{!}}'''Coverage [Scheduled]'''
{{!}}The scheduled staffing coverage for an activity or multi-site activity. Schedule coverage is calculated and displayed in fractional units. For example, if any agent is scheduled to work on three '''Activities''' in a 15-minute timestep, that agent may count as 1/3 toward the coverage of each activity.

The way the scheduling engine splits an agent’s time among the activities the agent can work on depends on many factors. Examples include the open hours of each activity, the volume and handle time of each activity, and some other factors such as whether an agent has granted items in the '''Calendar''', such as time off or exceptions for any or part of the day.
{{!}}-
{{!}}'''Headcount [Scheduled]'''
{{!}}The number of agents scheduled (agents scheduled to be seated).
{{!}}-
{{!}}'''Service Level Percentage Scheduled'''
{{!}}The service level percentage that can be achieved given the staffing coverage—assuming that other planned metrics (such as interaction volumes and '''Average Handling Time''') remain unchanged. {{AnchorDiv|SLPrcntgSch}}
{{!}}-
{{!}}'''Service Level Percentage Forecasted'''
{{!}}The service level percentage that can be expected to be achieved based on the number of agents forecast.

This may differ than the original service level objective that was stated when the staffing forecast was built due to agent rounding. For example, WFM may forecast a staffing requirement of 12 agents to meet a service level objective of 80% of interactions answered within 20 seconds, but '''Service Level Percentage Forecast''' may report a higher number, such as 83.48%. This is because 12 was the minimum number of agents required to meet the 80% service level objective but, with that number of agents, the contact center can be expected to achieve a slightly better service level than 80%. With one less agent (11 agents), the contact center would not be expected to achieve the 80% service level.
{{!}}-
{{!}}'''Interaction Volume Scheduled'''
{{!}}The number of interactions that can be handled based on the schedule coverage—assuming that other planned metrics remain unchanged.
{{!}}-
{{!}}'''Interaction Volume Forecasted'''
{{!}}The expected number of interactions, according to the '''Master Forecast'''.
{{!}}-
{{!}}'''AHT Scheduled'''
{{!}}The '''Average Handling Time''' per interaction, based on the schedule—assuming that other planned metrics remain unchanged.
{{!}}-
{{!}}'''AHT Forecasted'''
{{!}}The expected '''Average Handling Time''', according to the '''Master Forecast'''.
{{!}}-
{{!}}'''Budget Scheduled'''
{{!}}The budget for the scheduled coverage for the selected day and timesteps, based on the {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=FllTmEqvl|display text=full-time-equivalent}} (FTE) paid hours per day and the salary specified in the '''Forecast''' scenario that was published to the Master Forecast for this date. (This statistic appears only if you have the access rights to view agents' wage fields.)
{{!}}-
{{!}}'''Budget Forecasted'''
{{!}}The budget for the calculated staffing for the selected day and timesteps, based on the {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=FllTmEqvl|display text=full-time-equivalent}} paid hours per day and the salary specified in the Forecast scenario that was published to the '''Master Forecast''' for this date. (This statistic appears only if you have access rights to view agents' wage fields.)
{{!}}-
{{!}}'''Staffing Calculated'''
{{!}}The required number of agents as calculated by WFM, based on the forecast interaction volumes, AHT, and applicable service objectives.
{{!}}-
{{!}}'''Staffing Required'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. The required number of agents as defined by the user, either by explicitly entering forecast targets or by using a template.
{{!}}-
{{!}}'''Difference Calculated'''
{{!}}The difference between '''Coverage [Scheduled]''' and '''Staffing Calculated'''.
{{!}}-
{{!}}'''Difference Required'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. The difference between '''Coverage [Scheduled]''' and '''Staffing Required'''.
{{!}}-
{{!}}'''ASA Scheduled'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. The '''Average Speed of Answer''' that you should achieve on this activity, with the number of agents currently scheduled for this activity.
{{!}}-
{{!}}'''ASA Forecasted'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. The totals/average row for '''ASA Forecast''' reports a weighted average, calculated across the open hours and weighted by '''Forecast IV'''
{{!}}-
{{!}}'''Deferred Service Level Scheduled'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. The service level percentage that can be achieved given the deferred staffing coverage—assuming that other planned metrics (such as interaction volumes and '''Average Handling Time''') remain unchanged. {{AnchorDiv|DfrdSLSchd}}
{{!}}-
{{!}}'''Deferred Service Level Forecasted'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. The service level percentage that can be expected to be achieved, based on the number of deferred activities forecast.
{{!}}-
{{!}} nowrap=""{{!}}'''Deferred Service Level Difference [Scheduled minus Forecasted]'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. The difference between the '''Scheduled Deferred Service Level''' and '''Forecasted Deferred Service Level''' statistics.
{{!}}-
{{!}}'''Scheduled Queue'''
{{!}}The scheduled number of interactions in the backlog queue at the end of the period.
{{!}}-
{{!}}'''Difference [ASA Scheduled minus ASA Forecasted]'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}} field. '''ASA Scheduled''' minus '''ASA Forecasted'''
{{!}}-
{{!}}'''Occupancy Scheduled'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. The Occupancy that you should achieve on this activity, with the number of agents currently scheduled.
{{!}}-
{{!}}'''Occupancy Forecasted'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. The '''Occupancy''' objective that you should be able to achieve when staffing with the number of agents from the staffing forecast
{{!}}-
{{!}} nowrap=""{{!}}'''Difference [Occupancy Scheduled minus Occupancy Forecasted]'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. '''Occupancy Scheduled''' minus '''Occupancy Forecasted'''
{{!}}-
{{!}}'''Difference [S/L Scheduled minus S/L Forecasted]'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. '''S/L Scheduled''' minus '''S/L Forecasted'''
{{!}}-
{{!}}'''Difference [IV Scheduled minus IV Forecasted]'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. '''IV Scheduled''' minus '''IV Forecasted'''
{{!}}-
{{!}}'''Difference [AHT Scheduled minus AHT Forecasted]'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. '''AHT Scheduled''' minus '''AHT Forecasted'''
{{!}}-
{{!}}'''Difference [Budget Scheduled minus Budget Forecasted]'''
{{!}}{{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Optional field}}. '''Budget Scheduled''' minus '''Budget Forecasted'''
{{!}}}

{{NoteFormat|You can display staffing totals in '''FTE''' or man-hours mode in the '''Schedule coverage''', '''Calculated staffing''', '''Required staffing''', and other columns in the '''Scenario Summary''' view by adjusting the view settings in the interface. To change the display mode, see {{Link-SomewhereInThisManual|topic=GVOStffg|anchor=ChgStfgTtlsFTE|display text=Changing the Staffing Display from FTE to Man Hours}}.}}
|Status=No
}}{{Section
|sectionHeading=Using the toolbar
|anchor=UsingtheActionsToolbar
|alignment=Vertical
|structuredtext=Use buttons on the toolbar (or commands from the '''Actions''' menu) for the following:
{{{!}}
!Icon
!Name
!Description
{{!}}-
{{!}}[[File: WM_851_icon-publish.png]]
{{!}}'''Publish'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SIPblshSchWz|display text=Publish Schedule Wizard}}, where you can publish a portion of the selected scenario to the '''Master Schedule''', or extract a portion of the '''Master Schedule''' to the selected scenario.
{{!}}-
{{!}}[[File: WM_851_icon-add-remove.png]]
{{!}} nowrap=""{{!}}'''Add/remove scenario elements'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ARSchdElmtsWz}}, where you can add activities and agents to, or remove them from, the current schedule scenario.
{{!}}-
{{!}}[[File: WM_851_icon-build-schedule.png]]
{{!}}'''Build schedule'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchdBldWzd}}, where you can build a complete schedule for the selected site.
{{!}}-
{{!}}[[File: WM_851_icon-rebuild-schedule.png]]
{{!}}'''Rebuild schedule'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=SchedRBWiz}}, where you can modify and rebuild schedules, while optionally leaving intact any agent schedules that you have edited since the last build/rebuild.
{{!}}-
{{!}}[[File: WM_851_icon-validate-schedule.png]]
{{!}}'''Validate schedule'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrcstWz|anchor=TerminologyReview|display text=Review Messages}} window, which lists scheduling warnings for a selected site. Warnings will only be visible if you have already built a schedule for this scenario and saved any warnings that were generated.
{{!}}-
{{!}}[[File: WM_851_icon-close.png]]
{{!}}'''Close'''
{{!}}Closes the open scenario (and prompts you to save unsaved data).
{{!}}-
{{!}}[[File: WM_851_icon-options.png]]
{{!}}'''Options'''
{{!}}Opens the {{Link-SomewhereInThisManual|topic=OptDBxSmmVw|anchor=top|display text=Options}} dialog box for enabling or hiding individual statistics.
{{!}}-
{{!}}[[File: WM_851_icon-use-multi-site-activities.png]]
{{!}}'''Use Multi-Site Activities'''
{{!}}This button becomes enabled when you select a {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrcstWz|anchor=TerminologyReview|display text=multi-site or business unit}} in the {{Link-SomewhereInThisManual|topic=SpvrWndw|anchor=SpvrObjtPn|display text=Objects}} tree. Clicking this button displays data for the selected multi-site activity.

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.
{{!}}}
|Status=No
}}
}}

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 |Section={{Section
 |alignment=Vertical

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

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"