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

Brian.Marshall.IX: Published

2022-09-23T14:56:47Z

Published

WikiSysop at 13:01, August 4, 2022

2022-08-04T13:01:04Z

Mhachey: Published

2020-10-05T20:36:33Z

Published

Mhachey: Published

2020-08-17T11:56:53Z

Published

Mhachey: Published

2020-08-06T17:21:41Z

Published

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

2020-07-25T02:36:32Z

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

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

2020-07-15T11:50:44Z

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

Bgrenon: Published

2020-06-08T15:29:21Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Staffing Build Wizard
|TocName=Staffing Build Wizard
|Context=Use the wizard to build forecast staffing data for a single-site or multi-site activity, based on set parameters.
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|alignment=Vertical
|structuredtext=Use the Staffing Build Wizard to build staffing data for a selected single-site {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=Actvs|display text=activity}} or {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=MltiSte|display text=multi-site activity}}, based on parameters that you provide.

{{NoteFormat|Before using this wizard to build a staffing forecast, take these required actions:
* {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=top|display text=Build interaction volumes and AHT for activities}}.
* If necessary, {{Link-SomewhereInThisManual|topic=NwFrstTpmlDlgBx|anchor=top|display text=create templates}}.
* {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=top|display text=Build a volume forecast}} for multi-site activity for both IV and AHT.
* Be aware that even if there is IV and AHT data for all child activities, this wizard does not build a staffing forecast for the parent multi-site activity.}}

<br />
|Status=No
}}{{Section
|sectionHeading=Building the staffing data
|anchor=BldStfDtWz
|alignment=Vertical
|structuredtext=This is Video 3 in a 4-video series. You can watch {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=BdlVlmsDtWz|display text=Video 2 here}} or, when you are ready to publish the forecast scenario, watch {{Link-SomewhereInThisManual|topic=PblshExtrFrcsts|anchor=Pblsh|display text=Video 4}}.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Video
|image=270991747
|structuredtext=To build staffing data:

#On the {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Scenario Staffing View}} toolbar, click the '''Build''' button.
#;The Staffing Build Wizard's first screen, {{Link-SomewhereInThisManual|topic=SBWPrvTrgDt|anchor=top|display text=Provide Target Date}}, opens.
#Fill in the {{Link-SomewhereInThisManual|topic=SBWPrvTrgDt|anchor=top|display text=Provide Target Date}} screen and then click '''Next'''.
#Fill in the {{Link-SomewhereInThisManual|topic=SBWPrvTrgOpts|anchor=top|display text=Provide Target Options}} screen and then click '''Next'''.
#The screen that appears next depends on what kind of activity you are staffing. If you are staffing:
#*An '''Immediate''' activity, and you select the '''Use Service Level Objectives check''' box, the {{Link-SomewhereInThisManual|topic=SBWSpcSLObjv|anchor=top|display text=Specify Service Level Objectives}} screen opens.
#*;If you do not select '''Use Service Level Objectives''', the {{Link-SomewhereInThisManual|topic=SBWStffgRqmt|anchor=top|display text=Staffing Requirements}} screen opens.
#*A '''Deferred''' activity, the {{Link-SomewhereInThisManual|topic=SBWSpcMMSLObjv|anchor=top|display text=Multimedia Service Level Objectives}} screen opens.
#*A '''Fixed-Staff''' activity, the {{Link-SomewhereInThisManual|topic=SBWStffgRqmt|anchor=top|display text=Staffing Requirements}} screen opens.
#Fill in each screen that opens, and then click '''Finish'''.
#;The wizard closes and the '''Scenario Staffing View''' opens.
#Alternatively, if you selected '''Compare results with previous''' on the second wizard screen, the '''Scenario Build Results''' window opens.
|structuredtextwide====Activity types===
The types of activities mentioned in the procedure above are described as follows:

*'''Immediate''' activity—Work activities that are handled by agents immediately, such as voice calls.
*'''Deferred''' activity—Backlog activities, such as email, that use special forecasting calculations.
*'''Fixed-Staff''' activity—Non-CTI activities that do not use Workforce Management service objectives.
|Status=No
}}{{Section
|sectionHeading=Other screens in the wizard
|anchor=OtherScreensInTheWizard
|alignment=Vertical
|structuredtext=The '''Staffing Build Wizard''' screens are described in the following topics.

*{{Link-SomewhereInThisManual|topic=SBWPrvTrgDt|anchor=top|display text=Provide Target Date}}
*{{Link-SomewhereInThisManual|topic=SBWPrvTrgOpts|anchor=top|display text=Provide Target Options}}
*{{Link-SomewhereInThisManual|topic=SBWSpcSLObjv|anchor=top|display text=Specify Service Level Objectives}}
*{{Link-SomewhereInThisManual|topic=SBWSpcMMSLObjv|anchor=top|display text=Specify Multimedia Service Level Objectives}}
*{{Link-SomewhereInThisManual|topic=SBWStffgRqmt|anchor=top|display text=Staffing Requirements}}
|Status=No
}}
}}

@@ Line 18: / Line 18: @@
 * Be aware that even if there is IV and AHT data for all child activities, this wizard does not build a staffing forecast for the parent multi-site activity.}}
-<br />
+For information about building staffing data for multiple activities, see {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzdMulti}}.<br />
 |Status=No
 }}{{Section
@@ Line 110: / Line 110: @@
 {{AnchorDiv|SaveDfltSLO}}
-===Save default SL objectives ===
+===Save default SL objectives===
 If you are building staffing for a single (or multi-site) '''Immediate''' activity type, you can choose to update some or all of the default service level objectives with the new values you have specified. In the next step of the '''Staffing Build Wizard''', you'll be able to choose which parameter values to save as the new defaults by selecting the '''Update activity default SL objective''' check box for each parameter you want to update. You can then apply the updates in one of two ways:
 *'''Remove all''' is the default setting. For each parameter where the '''Update activity default SL objective''' option is selected, the default service level objective value for that parameter is updated to the new specified value while the default values (or templates) for all other parameters are cleared.
 *When '''Append selected''' is selected, the default service level objective value for each parameter where the '''Update activity default SL objective''' option is selected is updated to the new specified value. The default values for all other parameters remain unchanged.

@@ Line 44: / Line 44: @@
 *A '''Fixed-Staff''' activity, the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=SBWStffgRqmt|display text=Staffing Requirements}} screen opens.
-Fill in each screen that opens, and then click '''Finish'''.
+Fill in each screen that opens, and then click '''Finish'''. In some cases, the Staffing Build Wizard displays values for objectives that were used for the most recent staffing build or the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=DfltFrcstObj|display text=default forecasting objective values}} (if these have been specified and there were no previous builds). Otherwise, the parameter values are left blank.
 The wizard closes and the '''Scenario Staffing View''' opens.
@@ Line 70: / Line 70: @@
 |anchor=SBWPrvTrgOpts
 |alignment=Vertical
 |structuredtext=Use the '''Provide Target Options''' screen in the Staffing Build Wizard to specify the options described below.
 {{AnchorDiv|IndOccTm}}
@@ Line 79: / Line 79: @@
 To use template data, select the '''Use Template Data''' check box and click the '''Load Templates''' button to load the specific templates that you want to be used.
 {{AnchorDiv|UsSLObj}}
 ===Use service-level objectives===
 Select this check box to enable the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=SBWSpcSLObjv|display text=Specify Service Level Objectives}} screen, later in the wizard.
 {{AnchorDiv|CmpRsltsPrv}}
@@ Line 90: / Line 109: @@
 If you do so, after you have completed the wizard, the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=StffgBldRsltsVw|display text=Staffing Build Results}} window opens, showing a comparison of the new and previous results.
-If the selected activity has the type '''Deferred''', then the '''Initial Queue''' field is displayed and inside it you must enter an integer value that is <tt>0</tt> or greater. You can leave this value empty, to indicate that the build process will assume that the value is <tt>0</tt>.
+{{AnchorDiv|SaveDfltSLO}}
+===Save default SL objectives ===
-====How is the Initial Queue Value Determined?====
+If you are building staffing for a single (or multi-site) '''Immediate''' activity type, you can choose to update some or all of the default service level objectives with the new values you have specified. In the next step of the '''Staffing Build Wizard''', you'll be able to choose which parameter values to save as the new defaults by selecting the '''Update activity default SL objective''' check box for each parameter you want to update. You can then apply the updates in one of two ways:
-For example, if you have published the Master Forecast for 02/02 - 08/02, the Contact Center Performance Report's '''Queue''' &gt; '''Forecasted''' column for 09/02 displays the backlog value that is proposed in the Staffing Forecast Build wizard for 09/02 in the '''Initial Queue''' field.
+*'''Remove all''' is the default setting. For each parameter where the '''Update activity default SL objective''' option is selected, the default service level objective value for that parameter is updated to the new specified value while the default values (or templates) for all other parameters are cleared.
-{{NoteFormat|The '''Initial Queue''' field is hidden for all activity types except '''Deferred'''.|2}}
+If you do not select the '''Update activity default SL objective''' check box for any parameters, the default values remain unchanged.
 Click '''Next''' to open the wizard's next screen.
@@ Line 107: / Line 124: @@
 |anchor=SBWSpcSLObjv
 |alignment=Vertical
 |structuredtext=Use the '''Specify Service Level Objectives''' screen in the Staffing Build Wizard to define service level objectives when you are building staffing volumes for immediate activities.
 #Select the check box(es) for one or more of the following:
@@ Line 119: / Line 136: @@
 #If you want to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=LdFrcstTmplWdw|display text=load an existing template}} to specify an objective's service levels, select '''Use Template Data''' and then click '''Load Template'''.
 #;You might want to use a template if the values for the objective are different for different timesteps. Otherwise, WFM uses the single value that you configure and applies it across all open hours of the activity.
 #Click '''Finish'''.
 #;WFM Web calculates the staffing volumes and displays them in the {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Staffing view}}. An error message appears if WFM Web cannot complete the calculation.
@@ Line 144: / Line 163: @@
 <li>'''Business days'''&mdash;In the field below this choice, enter an integer greater than <tt>0</tt>.</li>
 </ul></li>
 <li>Click '''Finish'''.</li>
 </ol>
@@ Line 153: / Line 173: @@
 <li>Select the '''Use Service Level Template'''.</li>
 <li>Click '''Load Template''' to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=LdFrcstTmplWdw|display text=load an existing template}}.</li>
 <li>Click '''Finish'''.</li>
 </ol>
@@ Line 171: / Line 192: @@
 #*Select '''Average Activity Handling Time''' and enter the appropriate value (in seconds) in the text box to the right.
 #*Select '''Use Staffing Template''' and click '''Load Template''' to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=LdFrcstTmplWdw|display text=load an existing template}}.
 #Click '''Finish'''.
 #;WFM Web calculates the staffing volumes and displays them in the {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Staffing}} view. An error message appears if WFM Web cannot complete the calculation.

@@ Line 14: / Line 14: @@
 {{NoteFormat|Before using this wizard to build a staffing forecast, take these required actions:
 * Build {{Link-SomewhereInThisVersion|manual=Supervisor|topic=VlmBldWiz|anchor=VBWSlctDBMthd|display text=interaction volumes and AHT}} for activities.
-* If necessary, {{Link-SomewhereInThisManual|topic=NwFrstTpmlDlgBx|anchor=top|display text=create templates}}.
+* If necessary, {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FrcstTmpl|anchor=NwFrstTpmlDlgBx|display text=create templates}}.
 * {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=top|display text=Build a volume forecast}} for multi-site activity for both IV and AHT.
 * Be aware that even if there is IV and AHT data for all child activities, this wizard does not build a staffing forecast for the parent multi-site activity.}}
@@ Line 117: / Line 117: @@
 #Enter values for each objective that you selected.
 #;When you select an objective's check box, you enable the text boxes for these target levels.
-#If you want to {{Link-SomewhereInThisManual|topic=LdFrcstTmplWdw|anchor=top|display text=load an existing template}} to specify an objective's service levels, select '''Use Template Data''' and then click '''Load Template'''.
+#If you want to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=LdFrcstTmplWdw|display text=load an existing template}} to specify an objective's service levels, select '''Use Template Data''' and then click '''Load Template'''.
 #;You might want to use a template if the values for the objective are different for different timesteps. Otherwise, WFM uses the single value that you configure and applies it across all open hours of the activity.
 #Click '''Finish'''.
@@ Line 152: / Line 152: @@
 <ol type="a">
 <li>Select the '''Use Service Level Template'''.</li>
-<li>Click '''Load Template''' to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=LdFrcstTmplWdw|display text=load an existing template}}.</li>
+<li>Click '''Load Template''' to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=LdFrcstTmplWdw|display text=load an existing template}}.</li>
 <li>Click '''Finish'''.</li>
 </ol>
@@ Line 170: / Line 170: @@
 #*Select '''Number of Agents Each Time Step''' and enter the appropriate number in the text box to the right.
 #*Select '''Average Activity Handling Time''' and enter the appropriate value (in seconds) in the text box to the right.
-#*Select '''Use Staffing Template''' and click '''Load Template''' to {{Link-SomewhereInThisManual|topic=LdFrcstTmplWdw|anchor=top|display text=load an existing template}}.
+#*Select '''Use Staffing Template''' and click '''Load Template''' to {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=LdFrcstTmplWdw|display text=load an existing template}}.
 #Click '''Finish'''.
 #;WFM Web calculates the staffing volumes and displays them in the {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Staffing}} view. An error message appears if WFM Web cannot complete the calculation.
@@ Line 186: / Line 186: @@
 Click '''Save''' to keep the new calculated staffing in your scenario, or '''Discard''' to return to the original calculated staffing values.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Use the wizard to build forecast staffing data for a single-site or multi-site activity, based on set parameters.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

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

Brian.Marshall.IX: Published

WikiSysop at 13:01, August 4, 2022

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"